Discuss your choices with a partner. Do you agree? b Listen again and answer the questions. 1 In which order does Siobhan say you should take the following steps? A Enter complaint into complaints log E Suggest course of action B Acknowledge customer and their complaint F Thank customer for their patience C Check action is OK with customer G Follow up with customer D Apologise politely and professionally H Summarise complaint back to customer 2 What are the two questions at the end of her session about? How does Siobhan answer them? The present perfect simple and progressive link the past and present. Read the sentences and discuss the questions below. 14 h4p7bv 34 Grammar Present perfect simple and progressive 15 1 Grammar reference and practice, p. 188 A Present perfect simple: have/has + past participle B Present perfect progressive: have/has + been + -ing You have understood their situation and know why they are frustrated. So far this month I’ve given out two free meals. We’ve been developing our new complaints policy for two months now. I’ve been trying to organise this session for ages. 1 In which sentences, A or B, does the speaker want to emphasise: A how long something takes? B the result of a finished activity? 2 Which form (present perfect simple or progressive) can you use to talk about the number of times something happened? Complete this extract from a complaint to a theme park. Which verbs are present perfect simple? Which are present perfect progressive? 16 a … my family and I visited your theme park on 12 February having bought tickets online. Unfortunately, when we arrived, we found that only two of the 15 attractions were operational. I asked your staff for a refund on the day, but they told me that was against company policy and that I should email the manager. Since that time, I (1) (write) three emails, but so far I (2) (not have) a reply. For the last two days, I (3) (phone) the number given on your website, but I (4) (not get) through. I am not at all happy with the service your company (5) (provide) on this occasion. In fact, this is not the first time I (6) (have) problems at the park. I (7) (bring) my family there for many years, and on more than one occasion the staff (8) (be) incredibly rude and unhelpful. I (9) (not complain) before because … Language skills Extras Explore 6 Sorting things out 73 Nur zu Prüfzwecken – Eigentum des Verlags öbv
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