Claim Settlement

Dialogue 1

-Could I see the manager,please?I have a complaint to make.

-Yes,I'm the manager here.What can I do for you,madam?

-Did you have the room checked before we moved in?

-Which room are you in,madam?

-1102.The sheets in my room have not been changed.The toilet doesn't work properly.The wash basin is stopped up with hair.

-I'm awfully sorry to hear that.I'll attend to it right away.The housekeeper usually checks every room before new guests move in.We have been extremely busy with a large conference these days.

-But it's your business.I never expected this sort of thing to happen in such a hotel.

-No,madam.I do apologize.It's most unusual.We'll change your room to 1411.It has a beautiful view of the garden.And you'll enjoy a two day free stay in our hotel.

-That's not bad.Thanks for your help.

-It's my pleasure.

Dialogue 2

-Is that the manager?

-Speaking.Can I be of any assistance?

-This is Ms Dane,Room 607.I've just received my laundry.There is still a stain in my trousers and my blouse has faded.

-I'm awfully sorry to hear that.I'll put you through to the housekeeper.She'll attend to it right away.

-Hello.Housekeeper.

-OH,hello.This is Ms Dane from Room 607.It's about my laundry I've just received.There is still a stain in my trousers and my blouse has faded.

-I'm very sorry.May I take your trousers back to the laundry?We'll wash it again.And your blouse,we'll make up the loss somehow.

-Thank you.

-You are welcome.

Dialogue 3

-Could I speak to the manager,please?I have a complaint.

-Yes.I'm the manager here.What can I do for you?Could you speed up your switchborad a bit please?I booked a call to Singapore a good thirty minutes ago and I haven't had a reply yet.

-Well,perhaps they are very busy at this time of the day.After all,we are an hour ahead of Singapore.

-I know that,but I could have dialed myself directly in on time at all.

-We do like you to make a long distance call through the operator.That will be no misunderstanding about the charges.I'm sure you understand.

-Yes.But I do like to dial an important call to Singapore myself.

-I'll get on to them and see what the delay is,then call you back as soon as I know everything.

Dialogue 4

-Good morning,Mr.Jason.How's everything going today?

-In fact,not so good.

-What's the matter?

-There is something wrong with the toilet.It's leaking all the time.Water is everywhere in the bathroom.

-I'm so sorry to hear that.Let me take a look.Which room are you living in?

-Room 603.

-Oh,the tap doesn't work.I apologize for the inconvenience caused by the problem.The repairman will be here in five minutes and I promise you the bathroom will be cleaned when you are back.

-Thank you.by the way,the refrigerator in my room always makes such noises that I can't sleep well at night.Could you leave it repaired?

-OK,we'll change a new one for you.

-It's very kind of you.I can have a good sleep tonight.

-Never mind.Everything will be okay soon.

Dialogue 5

-Excuse me,manager.I want to make a complaint.

-What's wrong,sir?

-My wife has a very hevy stomach ache after eating the roast duck a waiter served ten minutes ago.

-Really?Do you remember who served you?

-Look,that tall gentleman with curly hair over there.

-Li,did you serve this gentleman a roast duck just now?

-Yes,I did.

-Laura,are you okay now?

-No,I don't think so.I feel too bad.

-I think the duck is sour.You're responsible for that.

-I'm so sorry about that.First of all,we'd better send her to the hospital.Li,call the doctor now.

-I've called the doctor.The ambulance will be here in five minutes.

-I think you hvae to check all the food here and you have the responsibility to take care of all the cost coused by the incident.

-Shall we talk about this matter after your wife is hospitalized?I promise you'll get a good solution.

-OK.

Dialogue 6

-Good morning,sir.What can I do for you?

-I want to talk to the manager.

-I'm the manager.Please have a seat.

-I have a complaint to make.

-Go ahead,please.

-I bought a radio set here,but I found it didn't work when I went home.I took this radio set back here.The salesgirl who sold it refused to change for another one.So I'm here to talk to you.

-Could I take a look at the radio set?

-Sure,here you are.You see,it just makes some strange noises and radio signals can't be heard.

-Have you ever opened the back cover?

-No,never.You can see the seal intact.

-Do you take the receipt with you?

-Yes,here is the receipt.

-Okay,you did buy it from here.I'm sorry for the trouble.Please follow me.We'll change for another one for you.

-Thank you.

-Miss Zhang,this gentleman bought a radio set yesterday,but it doesn't work.Please change this one for him.

-OK.I'll get it right away.

-Sir,what about this one?

-Let me see.Mm,this is a good radio set.Thank you.

-You're welcome.