1.

Respond as if you are a customer service staff

In your response, be sure to

• show that you recognize the problem, and

• propose a way of dealing with the problem.
Here is the problem:

Hello. This is Mark Kelly. I just had a maintenance service for my car at your repair shop yesterday. And
I took it back this morning. But the engine is not working properly again, and so does the brake. I feel
really disappointed. What should I do now?

2. Respond as if you work as a manager of building

In your response, be sure to

• show that you recognize the problem, and

• propose a way of dealing with the problem.
Here is the problem:

Hi this is Terry Phillips in Apartment 308, and I have a big problem this afternoon. My son was playing
on the swing in the playground and there was some paint on it and it stains his pants. As manager of this
building you’re responsible for making sure that the equipment in the children’s playground is clean and
safe. Please call me back and let me know what you can do about this .

3) Respond as if you work at a Supermarket

In your response, be sure to
• show that you recognize the problem, and
• propose a way of dealing with the problem.
Here is the problem:
Hi, this is Ron Thomas. This afternoon I shopped at your supermarket and I think you made a
mistake. You charged me for two bottles of cooking oil but I only bought one bottle. I know it's
not a big charge, but I shouldn't be charged for something I didn't buy. I can come back to your
store if you need me to or please ask your manager to give me a call at 733-0770. Let me know
what I should do

4) Respond as if you work at a taxi company

In your response, be sure to
 • show that you recognize the problem, and
• propose a way of dealing with the problem.

Here is the problem:

Hello, this is Nancy Polanski. I'm calling from the airport. I think my passport got left behind in
the taxi which dropped me off 20 minutes ago. I don't remember the driver's name. Part of his
license number is 3562. Can you please find the driver and ask him to look for it? I can't miss my
flight. It's leaving in an hour. Please call me as soon as possible. My number is 555-8890. Thank-
you.

5) Respond as if you work at a university

In your response, be sure to
• show that you recognize the problem, and
• propose a way of dealing with the problem.

Good morning. My name is Marty Jones. I signed up to take the advanced Spanish course that
meets on Saturday morning. However, I just found out that I’ll be starting a new job this week
and my work schedule will include Saturday mornings. So I won’t be able to take that class.
Could I take it at another time? I’m free most evenings during the week and on Monday and
Tuesday afternoons. If there’s an advanced Spanish class that meets one of these times, maybe I
could transfer it into it. Please let me know, I can be reached at 403-555-1212. Thanks.