Vocabulary

1.complaints
2.customer
3.offer
4.solutions
5.training
6.reputation
Listening
1.1994
2.80 %
3.manufacture
4.deliver
5.manage
6.telephone
7.services
8.better
Reading
1.b
2.a
3.c
4.b
5.c
6.a
Language check
1.
1.If that customer has a problem with his next purchase,someone will have to visit
him
2.There is will be trouble if we don’t give our customers better service
3.We will give you a refund,if youreturn the product in the original box
4.If we don’t improve our after-sales service,aur reputation will suffer
5.if any more customers make complaints will you deal with them,please?
6.He will handle the problem better if you give him all the information this
afternoon
2.
1.if
2.will
3.if
4.will
5.will
6.if
7.if
8.if
9.if
10.will
11.if
Writing
Dear Mrs. Marks,
I am very sorry that you have had a problem with your DVD player. There are two
possible solutions, a refund or a replacement. If we arrange a refund, it will take
two weeks to go into your account. Please let me know which option you prefer. If
you need any Further help with this problem, please contact me
Yours sincerely
Manager Alex