Q10-1-GRT1-Mkt-ChildrenExhibition (Improved version from Nguyen Thu Trang –

0318TE2)
Situation: organize children’s exhibition, put ads on TV and radio, not many kids

Sample answer:

Hello,

I am calling regarding the problems with the number of children that we discussed in our previous meeting.

After the meeting, I have looked carefully into the situation and come up with some suggestions which may
help us in this matter. Firstly, we should go directly to the schools in our neighborhood to advertise the
event so that the children and their parents will know more about it. Secondly, we should distribute leaflets
about our exhibition in places where there are a large number of people to attract more visitors.

I hope this will be of some help to us. Have a nice day!

Q10-1-GRT1-Mkt-ChildrenExhibition (Improved version from Kim Anh – 0318TE2)

Situation: organize children’s exhibition, put ads on TV and radio, not many kids

Sample answer:

Hello,

I am calling regarding the children’s exhibition that was discussed in our previous meeting.

After the meeting, I have looked carefully into the situation and come up with some ideas to solve this
matter. I would recommend that we should contact all the schools in our neighborhood to advertise this
event. Also, we need to call all parents in our area to persuaded them to take their children to the
exhibition.

I hope you will find this advice useful. Goodbye.

Q10-2-GRT2-Mkt-Coffee (Improved version from Nguyen Thu Trang – 0318TE2)

Situation: coffee shop, for a long time, high quality, a lot of regular customers, new coffee chains from
competitors with lower prices, already discount last month, sales have gone up

Sample answer:

Hello Ms. Parker,

I am returning the call you placed regarding the problem you have with your coffee shop.

After receiving your phone call, I have looked carefully into the situation and come up with several
suggestions that may help you with this matter. Firstly, it is a good idea if we create a new drink and offer a
100% free voucher to customers who come to buy early. That way, we can attract so many customers.
Secondly, I think you should invite some celebrities to represent your brand so that your brand will be
widely known.

I hope my advice is useful for you. Have a nice day!

1
Q10-2-GRT2-Mkt-Coffee (Improved version from Kim Anh – 0318TE2)
Situation: coffee shop, for a long time, high quality, a lot of regular customers, new coffee chains from
competitors with lower prices, already discount last month, sales have gone up

Sample answer:

Hello Ms. Parker,

I am returning the call you placed regarding the sales of your coffee shop.

After receiving your phone call, I have looked carefully into the situation and come up with some
suggestions that could help you on this matter. Firstly, I would recommend that you develop a new line of
beverage such as fruit tea that will attract many customers because it is good for health. Also, the price of
this drink should be reasonable for the majority of your target customers.

I hope you will find this advice helpful and the sales of your store will increase significantly. Goodbye.

Q10-4-GRT4-Event-GuestCancel-Book (Improved version from Nguyen Thu Trang –

0318TE2)
Situation: book signing event, tickets sold out, preparation ready, guest speaker got an accident

Sample answer:

Hello Ms. Kelly Winston,

I am returning the call you placed regarding the cancellation of our guest.

After receiving your phone call, I have looked carefully into the situation and found out some solutions
which may help us on this matter. Firstly, I suggest you invite another famous author to the book signing
session so people may not feel disappointed. Secondly, I think we should contact people those who have
registered for the event and let them know of the change about the guest speaker together with a detailed
explanation.

I hope these suggestions will work well. If you have further questions, please feel free to contact me.

Have a nice day.

Q10-4-GRT4-Event-GuestCancel-Book (Improved version from Kim Anh – 0318TE2)

Situation: book signing event, tickets sold out, preparation ready, guest speaker got an accident

Sample answer:

Hello Ms. Winston,

I am returning the call you placed regarding the book signing event.

After receiving your phone call, I have looked carefully into the situation and come up with some
suggestions that could help you with this problem. Firstly, we should contact all the people who have
already registered for this event to inform them of the cancellation of the book signing event because our
guest is in a serious accident and unable to attend the event. In the future, we will organize another book
signing session with our guest when he has successfully recovered from his injuries and we will invited all
the people who have signed up for the book signing. Also, we should offer each customer a small gift to
apologize for the cancellation.
2
I hope you will find this advice useful. Goodbye.

Q10-5-GRT5-Event-Direction (Improved version from Nguyen Thu Trang – 0318TE2)

Situation: 3rd job fair, almost done with preparation, last year’s problem: job seekers couldn’t find booths
and information

Sample answer:

Hello Mr. Greg Anderson,

I am returning the call you placed regarding the job fair event.

After receiving your phone call, I have looked carefully into this matter and come up with some advice for
you. First, I think you should contact the local company which is in charge of chair arrangement and check
out the organization so that we can avoid repeating the same problem. Secondly, I think you should ask
them to arrange the booths logically with clear signboards so that visitors can find the booth they want
easily. Also, it would be even better if a map is distributed to each visitor at the entrance.

I hope these suggestions will be helpful to you. Have a nice day.

Q10-5-GRT5-Event-Direction (Improved version from Kim Anh – 0318TE2)

Situation: 3rd job fair, almost done with preparation, last year’s problem: job seekers couldn’t find booths
and information

Sample answer:

Hello Mr. Anderson,

I am returning the call you placed regarding the job fair event.

After receiving your phone call, I have looked carefully into this situation and I have some suggestions that
could help you on this matter. I have to say that this local company will still provide us with tables and chair
for this year’s event because they offer the best prices. However, they have to accept our conditions in the
contract. Our representatives who have experience in organizing this event will directly supervise and
assess the progress of the preparation to ensure that this event will be organized logically so that job
seekers can easily navigate in the exhibition area and find the booths they want.

Have a nice day.

Q10-11-GRT11-Trash (Improved version from Vu Quynh Phuong – 0318TE1)

Situation: apartment building, trash everywhere, rats

Sample answer:

Hello Mr. Robert Johnson,

I am returning the call you placed regarding the problem about the trash in our apartment complex.
3
After receiving your phone call, I have looked carefully into the situation and found out that the recycling
bins were not placed appropriately, which was not convenient for our residents to put their trash properly.
We are extremely sorry for this inconvenience.

To solve this problem, our cleaning team have collected all the trash and caught all the rats immediately.
Also, we have placed the trash bins into areas where people can see them easily. At the same time, we
have notified all the residents of our apartment complex of the situation and solutions in order to raise their
awareness of protecting our environment. In addition, we are also considering establishing some rules for
keeping our neighborhood clean. Some punishment may be imposed on those who violate the regulations.

Thank you so much for your call and your enthusiasm for keeping our campus clean and attractive. If you
have any questions or further request, please don’t hesitate to contact us.

We promise to strive to meet and exceed your expectations in order to make our apartment a great place to
live in.

Have a nice day.

Q10-11-GRT11-Trash (Improved version from Nguyen Duc Nhat – 0318TE2)

Situation: apartment building, trash everywhere, rats

Sample answer:

Hello Mr. Johnson,

I have received your call regarding the cleanliness of our apartment complex. I understand your concern
about our living environment and it will be seriously polluted if you don’t act now.

To protect the general environment, we will announce the current situation so that all the residents in our
apartments will be aware of the problem and hopefully they will have better behavior. In addition, we will
hire a professional cleaning team for daily garbage collection and cleaning. And I believe that things will get
better soon.

Thank you for bringing the matter to our attention. If I can be of any other assistance, please don’t hesitate
to contact me again. Have a nice day!

Q10-11-GRT11-Trash (Improved version from Hat Tieu – 0318TE2)

Situation: apartment building, trash everywhere, rats

Sample answer:

Hello Mr. Johnson,

I am returning your call regarding the problems you mentioned about the trash.

After receiving your phone call, we have looked carefully into this problem and come up with some
suggestions to solve this problem. Firstly, we will do some research on the locations of the existing recycle
bins and will provide more trash bins in places so that residents can throw their trash properly. Secondly,
we are planning a schedule for all residents to clean the public areas of our apartment complex during
weekend. This will help raise people’s awareness of the cleanliness of our living environment.

I believe that these measures will help us rectify the problem and make our apartment complex a great
place to live again. If you have any other idea, please feel free to contact us. Thank you.

4
Q10-12-GRT12-TeamPerformance (Improved version from Vu Quynh Phuong – 0318TE1)
Situation: Some team missed deadlines, affect others, already remind

Answer:

Hello, Ms. Brown,

I am returning the call you placed regarding the problem of motivating your teams.

After receiving your phone call, I have looked carefully into the situation and based on my own experience,
I have some suggestions which you could refer to as below:

Firstly, I think we should avoid comparing teams in front of them because this can have negative impacts
on their attitude, which can in turn result in their low level of motivation and productivity.

Secondly, more attention should be paid to understanding your teams’ problems and providing support in
order to help them overcome the problems and complete their assignment on schedule. And when they
finish their tasks on time or ahead of schedule, praise and some kinds of incentives should be given to
recognize their efforts.

I hope you will find this information useful. Have a nice day.

Q10-12-GRT12-TeamPerformance (Improved version from Phung Thi Lan Phuong –

0318TE2)
Situation: Some team missed deadlines, affect others, already remind

Answer:

Hello Ms. Brown,

I am returning the call you placed regarding the problem of missing deadlines that you mentioned.

After receiving your phone call, I have looked carefully into the situation and discussed our human
resources manager. And he has some suggestions that may help you on this matter.

First, you can send your team some inspiring videos about the importance of meeting deadlines. After that,
if the problem persists, you should impose some punishment on the team that fail to finish their task on
schedule. Some kinds of monetary penalty will be effective to ensure that employees follow the rules. So
you may try these ideas.

If you need any further assistance, please don’t hesitate to contact me any time. Have a nice day.

Q10-12-GRT12-TeamPerformance (Improved version from Hat Tieu – 0318TE2)

Situation: Some team missed deadlines, affect others, already remind

Answer:

Hello Ms. Brown,

I am returning the call you placed regarding the problem of missing deadlines that you mentioned.

5
After receiving your phone call, I have looked carefully into the situation and I would like to give you some
suggestions. Firstly, I think more attention should be paid to researching on the source of this problem. It
may be due to a conflict among workers. Once we have pinpointed the problem, we can take the most
suitable measure to improve their performance. Secondly, we should hire extra workers in critical time to
finish the projects on schedule.

These are all my ideas. I hope they will be of some help to you. Have a nice day!

6
Q10-12-GRT12-TeamPerformance (Improved version from Tran Hoai An – 0318TE1)
Situation: Some team missed deadlines, affect others, already remind

Answer:

Hello Ms. Brown,

I am returning the call you placed regarding the problem you have with your teams.

After receiving your phone call, I have looked carefully into the situation found out that this problem is
similar to the case I dealt with last year. So I have some advice to help you solve this problem.

I think you should hold a meeting with these teams to find out the cause of their poor performance to come
up with effective solutions. In addition, you should implement disciplinary measures for the breach of the
regulations to prevent any future violation.

I hope this advice will be of some help to you in resolving this matter. If you have any further question,
please feel free to contact me at any time.

Q10-13-GRT13-DefectiveChair (Improved version from Vu Quynh Phuong – 0318TE1)

Situation: customer complaints about new desk chair, on leg shorter, 30 customers already ordered

Hello Mr. Henry Bear,

I am returning the call you placed regarding the problem with our products.

After receiving your phone call, I have looked carefully into the situation and discussed with the managers.
We decided that the best solution at this moment is to contact those customers who have received the
chairs to apologize and fix our chairs immediately. In recognition of the inconvenience they have suffered,
we can offer them some discount vouchers for their next purchase.

Also, more efforts should be made in fixing all the other defective chairs promptly so that we can deliver
them on time to the customers who have already ordered the products.

I hope you find these suggestions helpful. Have a nice day.

Q10-13-GRT13-DefectiveChair (Improved version from Tran Hoai An – 0318TE1)

Situation: customer complaints about new desk chair, on leg shorter, 30 customers already ordered

Hello Mr. Bear,

I am returning the call you placed regarding the problem with our chairs that you mentioned.

After receiving your phone call, I have looked carefully into this matter and found out that this problem may
be due to a technical error in our production system. I have some advice to help you solve this issue to
maintain the company reputation.

I think we should send an apology to our customers. It will be great if we could notify them that we will send
them another chair with free shipping. I believe that this will make a good impression on our customers
about the quality of our service.

If you have any further question, please don’t hesitate to contact me at any time. Have an nice day!

7
Q10-14-GRT14-MachineManual (Improved version from Vu Quynh Phuong – 0318TE1)
Situation: wrong manuals or no manuals with coffee machines

Hello Madam,

I am calling to express my opinion regarding the problem with our coffee machine manuals.

After the meeting, I have looked carefully into the situation and come up with some solutions.

Firstly, we should contact our customers who have received the wrong manuals or no manuals to apologize
and to deliver a copy of the product manual to each of them immediately. In recognition of the
inconvenience they have suffered, we can offer them some discount vouchers for their next purchase.

Also, we should upload the soft copy of the manual on our website and send an email to all customers to
inform them of this online manual.

I hope you find these suggestions helpful. Have a nice day.

Q10-14-GRT14-MachineManual (Improved version from Tran Hoai An – 0318TE1)

Situation: wrong manuals or no manuals with coffee machines

Answer:

Hello,

I am calling about the problem with our coffee machines.

After discussing with you, I have looked carefully into this problem and come up with some solutions.

I think the best way to handle our customer complaints is to apologize to them for this mistake and send
them the right manual. In addition, we should provide consultancy service if our customers still experience
difficulties when using our coffee machines.

I hope my suggestions will be of some help to you. I look forward to hearing from you soon.

Q10-14-GRT14-MachineManual (Improved version from Hat Tieu – 0318TE2)

Situation: wrong manuals or no manuals with coffee machines

Hello Madam,

I am calling regarding the problem with the manuals for our coffee machines that we discussed in the
previous meeting.

After receiving the meeting, we have looked carefully into the situation and come up with some ideas to
solve this problem. Firstly, we should publish a letter of apology on our website on this matter. Secondly, all
the manuals should be uploaded on our website so that customers can download for reference. Then we
should send an email notification to customers who have already purchased our coffee machine to let them
know this information.

I hope you will find these suggestions helpful. Have a nice day.

Q10-14-GRT14-MachineManual (Improved version from Ly Nguyen – 0318TE2)

Situation: wrong manuals or no manuals with coffee machines
8
Hello Madam,

I am calling regarding the problem with the manuals for our coffee machines that we discussed in the
previous meeting.

I completely agree with you that this is a big issue, so we have to deal with it right away. I have two
suggestions that you can consider to resolve this problem.

Firstly, we should publish a letter of apology on our website to obtain our customers’ sympathy. Secondly,
all the manuals should be uploaded on our website as well as sent to every customer via text or email
messages, which will ensure that no customers will miss this information.

I hope you will find these suggestions helpful. Have a nice day.

Q10-15-GRT15-Event-Promote-Fitness (Improved version from Yen Nguyen – 0318TE1)

Situation: lunchtime fitness class for employees, not many employees sign up

Answer:

Hello,

I am returning the call you placed regarding the opening of our fitness center.

After receiving your phone call, I have looked carefully into this problem and discussed with our staff
members. It appears that many employees don’t know about our fitness program.

To solve the problem, we should inform every employee of the opening of our lunchtime fitness class via
email. I attach the email list of our colleagues for your convenience.

I hope the launch of our new fitness club will be successful. Have a nice day.

Q10-15-GRT15-Event-Promote-Fitness (Improved version from Chu Thuy Vinh – 0318TE2)

Situation: lunchtime fitness class for employees, not many employees sign up

Answer:

Hello,

I am returning the call you placed regarding the fitness classes that will start next week.

I after receiving your phone call, I have looked into the situation carefully and found out that we have no
clear advertising campaign to attract our employees, so there are not many people signing up for our
fitness classes.

To solve the problem, I suggest that we should have a direct advertisement program to each department in
our company. For example, give a special deal for any department which has more than five members
registering for the fitness classes. I believe that this will attract all departments in our company.

I hope this suggestion will be helpful to you. If you have further questions, please don’t hesitate to contact
me. Have a nice day.

9
10
Q10-16-GRT16-ProjectRewards (Improved version from Mai Oanh – 0318TE1)
Situation: project successful, team worked really hard, ask for reward

Answer:

Hello Ms. Linda Black,

I am returning your call to congratulate you and your team on your success with the new printer.

After receiving your phone call, I have discussed with the managers and come up with some ideas to
reward your team for their hard work.

Firstly, you could travel to some famous location to relax and the company will cover all the costs for the
trip.

Secondly, the board of directors has agreed to offer your team a performance bonus and some extra gifts.

I hope that these can somehow reflect the company’s great appreciation for the contributions that you team
have made to our organization.

If you have any other idea or suggestion, please don’t hesitate to ask me. Have a nice day!

Q10-16-GRT16-ProjectRewards (Improved version from Yen Nguyen – 0318TE1)

Situation: project successful, team worked really hard, ask for reward

Answer:

Hello,

I am returning the call you placed regarding the reward of your team.

After receiving your phone call, I have looked carefully into this situation and discussed with our managers.
And we would like to inform you that the company will offer your team an extra vacation in Europe or in the
USA.

We highly appreciate the efforts you have made in the success of our project.

I am looking forward to speaking with you again to confirm your choice. Have a nice day.

11
Q10-19-GRT19-NewSystemProblem (Improved version from Mai Oanh – 0318TE1)
Situation: customers have problems with the new email system. Customer confused: receive no billing
statements or can’t find them.

Answer:

Hello Mr. Alan Taylor,

I am returning your call regarding the problem with the change in our new billing system.

After receiving your phone call, we have checked carefully with our technology team and found out that
there was an error in our system and so some customers couldn’t receive or find their billing statements.
We should contact our customers to apologize for the inconvenience this might have caused.

To solve the problem, our technical staff members are already at work trying to get the system back to
perfect working order soon.

Thank you for bringing this situation to my attention. If you have any further question, please don’t hesitate
to contact me at any time.

Q10-19-GRT19-NewSystemProblem (Improved version from Yen Nguyen – 0318TE1)

Situation: customers have problems with the new email system. Customer confused: receive no billing
statements or can’t find them.

Answer:

I am returning your call regarding the problem with the new billing system.

After receiving your phone call, I have looked carefully into our new system and discussed with our staff
members and we decided that the company should appoint a staff member who is responsible for all the
purchases and the billing statements. In this way, this person can handle all the related problems.

I hope you will find this suggestion useful. If you have any further question, please don’t hesitate to contact
me at any time.

Q10-20-GRT20-Event-Venue (Improved version from Yen Nguyen – 0318TE1)

Situation: event, promoting new lines of sportswear, want a venue, 300 people, stage for a fashion show,
for upscale customer, ask two hotels for estimate: best service but expensive, far & no reputation & cheap

Answer:

Hello,

I am returning the call you placed regarding the fashion show of our new line of sportswear.

After receiving your phone call, I have looked carefully into your list and I would suggest that we should
choose the hotel which has a good reputation for organizing events because most of our customers are
celebrities and they prefer a luxurious venue.

I hope you will find this advice helpful. Have a nice day.

12