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120808080205 Bbc English at Work Episode 26

120808080205 Bbc English at Work Episode 26

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Published by: Yacine Vincenzo Gherbi on Dec 18, 2012
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English at Work

Episode 26: You cannot be serious! (Language for complaining)

Narrator: Paul: Denise: Paul: Denise: Paul: Denise: Narrator: Anna: Narrator: Anna:

Welcome back to Tip Top Trading where everyone seems a bit flustered. …and we really need the best biscuits there are. Yes, and I’ve made sure there’s tea and coffee… …and the carpets? Uh? …have they been cleaned. Don’t panic Paul, all taken care of. You see, the big boss from America, Mr Socrates, is in town and everything must be just right. What’s he like Anna? Well, so far he seems OK. A bit bossy, quite short and… a bit smelly! Well, he did just fly in from the States. But you booked him into a good hotel so hopefully he’s had a chance to clean up. I hope so! (Phone rings) Oh, I had better get that. Hello? Ah hello Mr Socrates, did you sleep well? Oh! I see… I see… erm… well… oh, I don’t know… Tom said it was five-star… well… OK… goodb- Oh, he’s hung up. Everything OK Anna? You look a bit pale. It was Mr Socrates. He’s not happy. Golly gosh, oh dear. What’s the matter? It’s his hotel room. He doesn’t like it. The bed’s too soft, too small and it’s a single room not a twin room. Oh yes, he likes to have two beds in the room for some reason. But Tom said he only likes a single bed in the room. Really? Oh no, he insists on a twin – something to do with business partners he says. Anything else?

Paul: Anna: Paul: Anna: Paul: Anna: Paul:

English at Work

© British Broadcasting Corporation 2012 Page 1 of 3


we really must sort this out.. He says he wanted freshly squeezed orange juice for breakfast. Anything else?! A view of Mount Everest perhaps? Yes. Here goes. What are you going to say? Oh. We can’t afford to upset Mr Socrates. Let’s have a look at the booking… well your boss got a bed… and breakfast too… a continental breakfast in fact. (Dialling phone and ringing) Hello. a room I booked for my boss. And why’s that then? Well. The room I booked did not meet my expectations Good luck Anna! Anna: Paul: Narrator: Anna: Narrator: Anna: Receptionist: Anna: Receptionist: Anna: Receptionist: Anna: Receptionist: Anna: Denise: Receptionist: Denise: OK. My colleague has made it quite clear that the room did not English at Work © British Broadcasting Corporation 2012 Page 2 of 3 bbclearningenglish. But the room just didn’t meet his expectations… hello? Give me the phone Anna. quickly. not the stuff out of a carton. hello… I want to… I want to complain. Miss Fit? This is the office assis. I really think you need to sort out this mess. Oh golly golly gosh. Well. It was Tom’s suggestion… Just sort it. thank you Denise. Well. Time to do some complaining. This isn’t good enough. Room 101.. I mean. Now hello Miss…? Miss Fit. You could say: I’m very disappointed with your service. I don’t know. Keep your cool and politely tell the hotel why you’re not happy. I’m very disappointed with your service.. Uh oh Anna. the room isn’t like the one I booked.I mean Manager here. It’s just not good enough. I’ll deal with this.com . I’m not very good at complaining. Really? About what exactly? Your hotel… Well. you chose this hotel. The standard of service is not good enough.. Anna. Now Anna.Anna: Denise: Paul: Yes. Hmm. Erm. Royal Imperial Hotel.

that reminds me. I can tell she’s done this before but will talking to the manager really sort things out? Let’s remind ourselves of some of the phrases you can use when you need to complain: I’m very disappointed with your service. Let’s see if Denise has sorted things out? Paul: Denise: Paul: Anna: Denise: Paul: So have you managed to sort out Mr Socrates? Oh yes. we need some here in the office. I’d like to speak to your manager please. Receptionist: Denise: Narrator: Sadly. Or: I would like to cancel my reservation and get a full refund. The room I booked did not meet my expectations.com . Really! Good old Denise. Thanks Anna. Anna’s got him a new room. Listening Challenge • What type of hotel room did Mr Socrates really want? Answer: a twin room English at Work © British Broadcasting Corporation 2012 Page 3 of 3 bbclearningenglish. And what about the orange juice? Errr… Freshly squeezed. And to get things sorted you could say: I would like this matter resolved as quickly as possible. He’s going to be here any minute and he says he’s got some important news for us. I’ll let him know. The standard of service is not good enough.meet our requirements and I would like you to resolve this matter as quickly as possible or I will have to cancel our reservation. we have no other twin rooms available and anyway… Alright. every morning! Oh golly gosh.

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