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Unit 6

Let us help you with this.

Rose: Thank you for calling Bonds Institute. How can I help you?
Sassy: Hi, I would like to report a product-safety emergency.
Rose: What product was it madam?
Sassy: I used your age miracle cream and it had an adverse reaction.
Rose: I’m sorry to hear about that madam. May I have your name and contact number please.
Sassy: I’m Sassy White. My number is 970-567-8907.
Rose: Thank you for that. May I know exactly what happened?

Sassy: I bought a bottle of age defying cream. I had applied it as instructed, but it burnt my
skin.
Sassy: I’m very sorry for this. It never happened before. Let us help you with this. We have an
official clinic where you can visit. I’ll set you up an appointment with our dermatologist.
Sassy: Would it cost me anything?

Rose: No madam. It’s for free. She will do a thorough evaluation and some lab tests will be run
to check on what really happened.

Sassy: Alright. I’ll go.
Rose: Having the checkup sooner would be better. Would tomorrow afternoon be fine with you?
The doctor is free from two onwards.
Sassy: I’ll be around at three.
Rose: Please bring the product as well so tests may be run.
Sassy: Alright. Is there anything else?

Rose: Kindly present your identification card too.
Sassy: Okay, thanks.
Rose: Again, we’re sorry for what happened. Thanks very much.

1. How important is a complaint division in a business?

Sample answer:
It is very important. Addressing criticisms and complaints should be done immedi-
ately. Quality assessment of the product or service may be strict, but the company
should still prepare for any eventuality. Businesses are largely dependent on customer

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