zielsicher Englisch, Allgemeine Ausgabe, Schulbuch

Dealing with a complaining customer: Match the English phrases to their German translation and find out which of them are used for making complaints in English (M) and which ones for replying to complaints (R). What would you do in the following situations: Look into the word bank for ideas. • Similar but wrong material has been delivered: offer a discount, replace the goods, take the goods back • The service was unsatisfactory: offer a discount, offer additional service, improve the service • The date agreed on was not kept: apologise, agree quickly on a new date • No answer to an enquiry: apologise, give a reason why, react quickly Mosaic What is it the complaints department really saying here? Get lost! You have no chance! There is no point trying. We are in a better position to take legal action against you! 09 A2–B1 A B C D E Teile des Materials wurden stark beschädigt. F Bitte nehmen Sie unsere Entschuldigung an. G H I Wir hoffen, dass unser Vorschlag Ihre Zustimmung finden wird. Wir erwarten eine angemessene Entschädigung. Wir bedauern allfällige Unannehmlichkeiten, die unser Fehlverhalten verursacht hat. Uns ist nachweislich ein schwerer Fehler unterlaufen. Könnten Sie sich diesem Problem sofort zuwenden? Wir werden den Fehler wieder gut machen, sobald wir einen für Sie passenden Termin fixiert haben. Das ist nicht die Qualität, die wir erwartet haben. R 1. M 2. Some material was badly damaged. R 3. M 4. M 5. M 6. This is not the quality we expected. R 7. R 8. Please accept our apologies. R 9. We are sorry for any inconvenience our mistake has caused. We hope that this proposal will find your approval. Could you please look into this problem immediately? We would appreciate some appropriate compensation. There is evidence that a serious mistake has been made by us. We will make up for the mistake as soon as we have agreed on a date that will suit you. 10 A2–B1 Word bank discount Rabatt, Preisnachlass replace austauschen take back zurücknehmen unsatisfactory nicht zufriedenstellend improve verbessern apologise entschuldigen agree on vereinbaren DEAR CUSTOMER, THERE ARE 3 PEOPLE WORKING AT YOUR COMPLAINT DEPARTMENT AND 149 WORKING AT OUR LEGAL DEPART- MENT. ARE YOU SURE YOU COME IN? 89 18 Dealing with customers Nur zu Prüfzwecken – Eigentum des Verlags öbv