Y: Good afternoon, my name is Y and I’m manager of BA cleaning service company.

I’m
sorry to hear that our cleaner didn’t meet your expectations. My colleague, Vy, has filled
me in on the details. Could you tell me again? I just want to hear side of things.

Thy: Yes, the kitchen is still full of dirty dishes, the bins have not been emptied and the
windows have not been cleaned.

Y: Oh, ok. Vy has told me about that.

Thy: I has told your colleague to immediately report to the manager that the office is still
dirty and she told me to wait more because you’re very busy. After then, she said I should
speak to you.

Y: I understand your frustration but Vy is correct about that I’m very busy. Right now, let
me assure you that we will take all complaints seriously, and we’ll investigate this matter
immediately. Our cleaner will be contacted, and make sure that everything is rectified as
soon as possible.

Thy: That’s good to hear, but when will this happen? Our office is in a mess, and it’s
affecting our work.

Y: I aplogize for the inconvenience caused. Our team cleaner will be back in your office
within the next 12 hours to recify the situation. We’ll also provide you with a discount on
your next cleaning servives as gesture of goodwill.

Thy: Thank you for your prompt action, Y. I appreciate your effort to resolve this
problem. And I’ll always choose your cleaning service company.

Y: Thank you for your report, Our company always welcomes you.
Thy: Have a nice day!

Y: See you next time. I hope you’ll satisfied with our services!

Hao: Y used phrases like “we take all complaints seriously” and “our team will be back in
your office” to show that she was taking responsibility for the situation and would address
it promptly. The manager also offered a discount as a gesture of goodwill to show that she
valued the customer’s business. The customer was also professional and specify in her
complaint. But I think the manager should resolve the problem more sooner and she
shouldn’t tell the customer that she is busy. Overall, the roleplay was successful in
resolving the issue.