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everything we can to handle the situation. We don’t let the client experience any more incon-
venience. We monitor the repairs of a product, if there are repairs. We facilitate a quick replace-
ment of parts, if needed.

1. You have called the attention of an employee due to his repeated oversights.
Discuss the points below.

a. damage done by the employee’s oversights
b. maximum number of allowable oversights
c. effect of the oversights on the employee’s performance evaluation

Sample answer:
Thanks for coming, Mr. Sen. This meeting is about the oversight you committed in our last
project. I hate to tell you this, but you have to be aware that your action has caused us to lose
the deal. Our potential client decided to choose another company. We are not blaming you for
this, but we think you should know the consequences of your actions, especially because this
is not the first time that you have committed an oversight, which has caused damage to the
company. I hope you’re aware that there’s a maximum number of oversights that an employee
can commit. The company can’t take so many blows. I hope you’ll be more careful with any
deals next time. It is unfortunate that your oversights will affect your performance evaluation.
However, I hope that you will take this matter positively. I hope that it will inspire you to do bet-
ter in your job. Thanks, Mr. Sen, and I hope to see some good changes in you especially in the
next cycle. I know you can do a better job than what you have been showing.

2. Apologize to a client due to an oversight on product quality. Win back the
client’s trust by presenting the following.

a. Giving your personal attention to the case
b. Assurance of the best warranty service
c. Providing a replacement until the malfunctioning products are repaired

Sample answer:
Mr. Jacobs, I am truly sorry about this oversight. This is a very rare exception in our business. I
want to assure you that I will give my personal attention on your complaint. I will personally
check on the progress of the repairs for your orders. I’ll also have my staff process your warranty
papers. You don’t have to worry about those. They will be taken care of. I will also send some
temporary product replacements while your purchased ones are being repaired. Please trust
me on this. You will be taken care of.

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