Listen again and complete the sentences using three or four words. Add a comma where necessary. 1 The institute is much busier . 2 They could do even more business if they . 3 If they they’ll be able to tutor a lot more students. 4 Yelena is to take on extra hours. 5 The names Simon has put in the timetable . 6 If they they would take home less money. 7 Rather than advertise the job vacancy, they decide to think of . Think about a decision you have to make. It could be from one of the topics in 1a. 1 In turn, explain the situation to a group. 2 Think about the situation using one strategy at a time. Try all the strategies. Talk in pairs. Which strategy or strategies helped you to make your decision? Making a complaint Have you ever had a problem with something you’ve bought? What did you do? Read the email Mariah wrote to Anybooks.com. What complaints did she make? 9 32 j7j57c Speaking 10 a b Speaking 11 a b To: help@anybooks.com Subject: Damaged book – Ref: 18635PK Dear Sir/Madam, I am writing to complain about the poor service I’ve received from Anybooks.com. I ordered a book from your website recently. When it arrived, several pages were missing and one page was torn. I sent an email to you on 12th June asking for a replacement but have received no reply. Could you please confirm that you received my earlier email, and that you will send me a new copy of the book? My account number is 18635PK. Yours faithfully, Mariah Dewey Mariah doesn’t get a reply to her email so she phones the customer service department. What do you think will happen? Listen to the phone call. Were you right? Listen again and answer the questions. 1 How does Mariah feel? Why? 2 What two things does the customer services person do? a Listening 12 33 6h8m33 b c 68 Language skills Extras Explore 6 Sorting things out Nur zu Prüfzwecken – Eigentum des Verlags öbv
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