Unit 1 Corporate Culture Progress Test

Task 2
Write an email based on the following brief. Write about 150 words.

You bought a DVD on line for Є40. You used a Є10 money-off e-voucher which the company sent to you in an email. However, the company have charged your credit card the full amount. You are also dissatisfied with the customer helpline.

Write an email of complaint to the company

• 
  describing the problem with the payment
  
• 
  describing what happened when you phoned the customer helpline
  
• 
  requesting a full refund.
  

To: The Online Bookstore
Cc:
Subject: Reference number 3000021
Dear Sir or Madam

Part 3 Listening
Task 1 / Recording 1.28


Listen to a conversation in which someone is dealing with a complaint. For each question 1-7, fill in the missing information with a word or a number.
Problem: Paul Rossi called about delivery of (1) …………………. head cleaners.


Reference number: (2) ………………….


Details: Delivery should have arrived (3) …………………. but is currently in

(4) …………….. as there was a (5) …………………. at the distribution centre

Action: Promised to deliver by the end of the (6) …………………. and gave him a

(7) ………………… discount on the delivery.

Task 2 / Recording 1.32


Jan Van der Vaart is checking into the Panorama Hotel near Palermo. Listen to the conversation and complete the receptionist’s lines.

1 Good morning sir, welcome to the Panorama Hotel. How ________ ________ _______?

……
2 Ah, Mr Van der Vaart, it’s ________ ________ ________ you. Let me check the details of your reservation.
…
3 So, you booked our eight premium class rooms on the top floor of the hotel and you’re staying for the conference, that’s from the 5^th to the 8^th of February, _______ ________ ________?
…..
4 Well, we only have eight premium class rooms in the hotel. _______ ________ ________ if there are any other rooms available. I’m really sorry, Mr Van der Vaart but the hotel is completely full because...
….
5 _______ ________ ________ you are saying, sir, but all of the rooms are fully booked. This is a very busy time of year…
….
6 _______ ________ ________ I can think of is for two of your party to share a room. In each of the premium class rooms…
….
7 I ________ ________ _______ sir, now can I ask you to fill in these forms…