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- I‟m terribly sorry. We will work to resolve the problem immediately.
- I understand why you are upset/angry/frustrated. We are going to solve this as
quickly as possible.
4. Taking action
- Let me talk with my manager to see what we can offer you to amend the
situation. Would it be okay if I call you back in a few hours with a solution?
- We will send a repair person immediately. Let me confirm your location.
- I‟d be happy to walk through all the steps you need to repair the issue.
- We‟ll issue a refund immediately to resolve the issue.
- Let me check with the manufacturer to see what happened so we can fix this. I
will get back to you as soon as I know what happened.
- Let me review this situation so I can identify the best solution. I will get back to
you within 24 hours.
- Let me discuss this with my manager/supervisor/sale team and get back to you
later today with a solution.
- We‟d like to offer you a 20% discount as a gesture of goodwill.

.

F. EXERCISES

Exercise 1: A faulty TV
Complete the following dialog with the appropriate sentences provided in the box.

a. there's an annoying hissing sound in the background
b. I'll get our engineers to have a look at it
c. Do you have an outdoor antenna?
d. I bought this television here about three months ago
e. I'm afraid it isn't our policy to give refunds, Sir.
f. Have you tried adjusting the antenna?

A: Good afternoon, can I help you?
B: I hope so.______________________________, but the sound and picture quality are awful. The picture is

always flickering and there's a dark line down the left-hand side of the screen. And
____________________________________________.

A: ______________________________________________
B: Yes, I do.
A: ______________________________________________

B: Several times.
A: Hmmmmm._____________________________________
B: A friend of mine bought the same model here and had exactly the same problems. I want a refund.

A:______________________________________________
B: I want to see the manager.

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