Read the telephone conversation and find the missing words from those in the box.

Receptionist Twiney Industries. Can I ............................ you?

Hank Weston Good morning. The After Sales service please.
Receptionist One ................................... please.
Anthony Perez Perez, After Sales.
Hank Weston Good morning. This is Mr Weston of
Resistatex ......................................... I have a complaint to
make about the order I received this morning.
Anthony Perez What ............................. to be the problem?
Hank Weston Well instead of 2 x 3cm components; you sent me 3 x
2cm components and the D70 motor you sent
doesn’t .................................!
Anthony Perez Could I have the order number, please?
Hank Weston Yes, It’s F345/01 of 2 March
Anthony Perez OK. I have the ............................. here. It must be a
packaging error for the components. Please accept
our ................................. We’ll send you the right one
immediately.
Hank Weston OK. It’s very inconvenient but I suppose
we’ll .................................... to manage. And what are you
going to do about the D70?
Anthony Perez We’ll send you our .................................... this afternoon.
Hank Weston I’d prefer a replacement.
Anthony Perez OK. I’ll see if we have one in .......................... ( He looks
on the computer) Yes, we do. We’ll ....................................
it today. You’ll have it for the day ......................................
tomorrow. Is that OK?
Hank Weston (Rather annoyed) Well, I suppose it’ll have to be.
Anthony Perez I’m very sorry for the ......................................... caused. I
assure you it won’t happen again.
Hank Weston Well, I’ve never had ........................... with Twiney’s before.
Anthony Perez And you won’t ................................! Goodbye Mr. Weston.
Hank Weston Goodbye!

speaking technician problems details moment

apologies again help have seems
after inconvenience work despatch stock

Now practice the dialogue with your partner, don’t forget to be angry Hank!
 K E Y

Receptionist Twiney Industries. Can I help you?

Hank Weston Good morning. The After Sales service please.
Receptionist One moment please.
Anthony Perez Perez, After Sales.
Hank Weston Good morning. This is Mr Weston of Resistatex speaking.
I have a complaint to make about the order I received this
morning.
Anthony Perez What seems to be the problem?
Hank Weston Well instead of 2 x 3cm components; you sent me 3 x 2cm
components and the D70 motor you sent doesn’t work!
Anthony Perez Could I have the order number, please?
Hank Weston Yes, It’s F345/01 of 2 March
Anthony Perez OK. I have the details here. It must be a packaging error
for the components. Please accept our apologies. We’ll
send you the right one immediately.
Hank Weston OK. It’s very inconvenient but I suppose we’ll have to
manage. And what are you going to do about the D70?
Anthony Perez We’ll send you our technicianthis afternoon.
Hank Weston I’d prefer a replacement.
Anthony Perez OK. I’ll see if we have one in stock. (He looks on the
computer) Yes, we do. We’ll despatch it today. You’ll have
it for the day after tomorrow. Is that OK?
Hank Weston (Rather annoyed) Well, I suppose it’ll have to be.
Anthony Perez I’m very sorry for the inconvenience caused. I assure you
it won’t happen again.
Hank Weston Well, I’ve never had problems with Twiney’s before.
Anthony Perez And you won’t again! Goodbye Mr. Weston.
Hank Weston Goodbye!