TABLE OF CONTENTS

TABLE OF CONTENTS ........................................................................ i

CHAPTER I: INTRODUCTION ............................................................ 1
A. Background ................................................................................ 1
CHAPTER II: DISCUSSION ................................................................. 3
A. Complaint Investigation ............................................................. 3
B. Conversation Practice ................................................................ 6
C. Grammar Focus .......................................................................... 7
CHAPTER III: CLOSING ...................................................................... 8
A. Conclusion ................................................................................. 8
BIBLIOGRAPHY ................................................................................... 9