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    SOLUTION

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    Phan Thị Ngọc Trâm
    Kate recognizes that Mark Kelly's car had maintenance work done but is still having engine and brake issues. She apologizes and offers to have an engineer check the vehicle at Mark's home to identify the problem.

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    SOLUTION

    Uploaded by

    Phan Thị Ngọc Trâm
    190 views4 pages
    Kate recognizes that Mark Kelly's car had maintenance work done but is still having engine and brake issues. She apologizes and offers to have an engineer check the vehicle at Mark's home to identify the problem.

    Original Description:

    How to propose a solution

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    Kate recognizes that Mark Kelly's car had maintenance work done but is still having engine and brake issues. She apologizes and offers to have an engineer check the vehicle at Mark's home to identify the problem.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    190 views4 pages

    SOLUTION

    Uploaded by

    Phan Thị Ngọc Trâm
    Kate recognizes that Mark Kelly's car had maintenance work done but is still having engine and brake issues. She apologizes and offers to have an engineer check the vehicle at Mark's home to identify the problem.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    PART III: Propose a solution

    Respond as if you are a customer service staff


    In your response, be sure to
    • show that you recognize the problem, and
    • propose a way of dealing with the problem.

    Here is the problem:


    Hello. This is Mark Kelly. I just had a maintenance service for my car at your repair shop yesterday.
    And I took it back this morning. But the engine is not working properly again, and so does the brake. I
    feel really disappointed. What should I do now?

    Hello, Mr. James Smith, I’m Kate and I’m the manager of the customer service staff,
    I got your message. I’m sorry to hear that you just had a maintenance service for your
    car at my repair shop yesterday. And you took it back this morning. But the engine is
    not working properly again, and so does the brake. This occurred perhaps there was a
    mistake when fixing your car. We will send an engineer to your home to check your
    vehicle. Please, let us know your address and when we can arrive. Once again, sorry
    to make you suffer from this problem. Thank you for using my service, I hope you
    have a good day.

    1
    PART III: Propose a solution (4 marks)
    Respond as if you work at a Health Clinic
    In your response, be sure to
    • show that you recognize the problem, and
    • propose a way of dealing with the problem.

    Here is the problem:


    Hi. This is Kate Wright. I have an appointment for health check with Dr. Clare at 10 a.m.
    tomorrow. But something urgent came up and I need to leave for a business trip to Sydney
    early tomorrow morning. Is it possible to rearrange my appointment?

    Hello, Mrs. Wright. My name is Kate, and I'm returning your call. I understand that
    you can't have a health check with Dr. Simon at 10 a.m. tomorrow because you need
    to leave for a business trip to Seattle early tomorrow morning. Hmmm, maybe I will
    cancel the appointment for you. However, we will not have anything to do until
    Thursday next week. We have openings at 11 a.m. on Thursday or 3 p.m. on Friday.
    So let me know when you can come and I'll arrange a suitable appointment for you.
    Thank you

    2
    PART III: Propose a solution (4 marks)

    Respond as if you work at an office supplies company


    In your response, be sure to
    • show that you recognize the problem, and
    • propose a way of dealing with the problem.
    Here is the problem:
    Hi. This is Jacob Duncan. I ordered a photocopier from your company last Sunday. Your staff told me it took
    four days to deliver. Five days has gone by since the order date, but I have not received it yet. Can you tell
    me how long I have to wait? Again, this is Jacob and my order number is 217P.

    Hello, Mr. Jacob Duncan, I’m Kate and I’m the manager who is working at an office
    supplies company, I got your message. I’m sorry to hear that you ordered a
    photocopier from our company last Sunday. Our staff told you it took four days to
    deliver. Five days has gone by since the order date, but you have not received it yet.
    This happened there maybe a problem during the shipping process. I will contact the
    ship to identify where it is, and I will give you a 10% discount for this problem.
    Thank you for using my service, I hope you have a good day.

    3
    PART III: Propose a solution (4 marks)
    Respond as if you work at the household appliances store
    In your response, be sure to
    • show that you recognize the problem, and
    • propose a way of dealing with the problem.

    Here is the problem:


    Hi, this is White Young. I bought a hair dryer from your shop last Sunday, and I just made use of it
    this morning. But it made awful noise. Could you let me know what I should do to have it repaired?

    Hello, Ms. White young, I’m Kate and I’m the manager who is working at the
    household appliances store, I got your message. I’m sorry to hear that you bought a
    hair dryer from my shop last Sunday, and you just made use of it this morning. But it
    made an awful noise. This happened maybe in during transportation, the good is hit
    too hard, so it may be damaged, and our store will change the new one for you. Could
    you bring it back to our store and tell us your information to exchange the goods
    easily. Thank you for buying and using my service, I hope you have a good day.

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