unit0809.docx

unit0809.docx

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unit0809

NewInternationalBusinessEnglishUnit8Dealingwithproblems8.1Whatseemstobetheproblem?

BYou'llheareightshortphonecalls.MatchtheNUMBERofeachcalltooneofthesesentencesinyourbook.Thefirsttwoexamples1.Theagreementwasthatyou'dletushavethreesetsofdocumentation,butweonlyseemtohavebeensentone.Couldyoudosomethingaboutthisrightaway,please?

2.Weaskedyoutosendusallthenecessarydocumentation,butwe'vebeeninvoicedforthreesets.AsfarasIcantellweonlyneedoneset,andthereshouldbenochargeforthis,accordingtoyourletter.

3.Hello.ListenI'mterriblysorry,butIthoughtI'dbeabletomakeitingoodtimeforourmeetingthisafternoon.Thetroubleisthatthere'sbeenaterriblehold-uponthemotorway.I'vebeensittinginaqueuefortwohours,soIdon'tthinkI'llbeabletogettoyoutillquartertotwo.Willyoustillbeavailablethen?

4.Sorryaboutthis,but,there'sbeenaproblemwithairtrafficcontrolandmyflighthasbeenre-timedtoquartertoThismeansthatitwon'tarriveintimeforourlunchappointment.I'mterriblysorryaboutthis.Willyoustillbeintheofficelaterintheafternoonsayaboutquartertofive?

Iknowthisisverylate,butIwon'tbeabletomakeittillthen.

5.Thethingisthattherearesomescratchesonthefrontpanelof15oftheconsignment.NowIrealizethiswon'taffecttheoperationoftheunitsbutobviouslywecan'tsellthemtoourcustomersunlessthey'reinperfectcondition,sowhatwewantyoutodoistoincludeanextra15innextmonth'sorderandwe'llsendthefaultyonesbacktoyou.Isthatagreeable?

Oh,andifinthemeantimewediscoveranymorewiththesamefault,we'llletyouKnowandperhapswecanhaveourmoneybackonthose.

6.Weexaminedthepackageswhentheyweredeliveredandtheyseemedtobeingoodorder,butwhenweopenedthepackages,wediscoveredthat15outof20packageswerewater-stainedontheinside.Someofthiswaterseemstohavesoakedthroughtheinnerpackagingandthecontentsarewetinside.They'veobviouslybeenleftoutintherainintransitandyourinnerpackagingwas...wasinadequate.Anyway,I'vebeenaskedtotellyouthatwe'llbewithholdingpaymentontheentireconsignmentuntilyouarrangetohavethefaultyitemscollectedandreplaced.

7.Look,theblessedthinghasbrokendownagain.Andyes,wehaveswitcheditoffsothatitcancooldown.Yes,Isupposeitisaquitewarmday,butthismachineissupposedtobecapableofoperating24hoursaday.No,Iwantyoutogetsomeoneoutheretodaytolookatitandputthingsright.Assumingit'snotadesignfault,theremustbesomethinganengineercandotostopthishappeningeverytimethetemperaturerisesover25degrees!

8.Yes,it'shappenedagain.Thefeedrollermechanismhasjammedagain.Icalledtheserviceengineer,buthesayswe'vebeenusingthewronggradeofpaperandthatweshouldbeusing60gram.Well,wecan'treplaceourentirestockof85gramjusttomakeitworkinonemachine.NowI'dlikeyoutoKnowthatwewantthecompletefeedandtransportmechanismreplacedstraightawayThelasttimetheengineerserviceditheinformedusthattheproblemwascausedbyafaultycircuitboard,eventhoughthiswasobviouslynotwhatwaswrongwithit.Anyway,hereplaceditandwewerechargedforthis,andbytheway,we'dlikearefundforthischarge,too.8.2Weallmakemistakes-sometimes!

BYou'llheartelephonemessagethatwasrecordedonyouransweringmachineyesterday.LuciaDonato:

ThisisLuciaDonatoatUNIFLEXinLaSpezia.We'vebeenexpectingyourorderthismonthandithasn'tarrivedyet.And...Um...ImustadmitthatI'mabitsurprisedbythisbut...er...I'massumingthatyouwanttorepeatlastmonth'squantities.Ifyouwanttomakeanychanges,you'dbetterletmeknow.We'llbeloadingtomorrowafternoon,socouldyoucontactmefirstthingtomorrow,please?

8.3ComplainingandapologizingAYouwillhearfourphonecallssoconversations.1.Customer:

Er...goodmorning.Er...Iboughtthisboxofcomputerpaperlastweekbutit'snottherightsize-itshouldbeA4.Assistant:

Oh,sorryaboutthat.Um...itsaysA4onthebox.Customer:

Oh,yesIknowbut...here.ifyoulookinsideyou'llsee:

it'sasmallersize.Assistant:

Oh,yeah,soitis.I'mverysorry...er...I'llgetyouanotherbox.Customer:

Oh,right,thanks.Assistant:

Er.I'mverysorrybutwehaven'tgotanotherboxinstock.Customer:

Oh,no!

Assistant:

Yeah,Iamsorryaboutthat.Er.ifyoulike,I'lljustcallourotherbranchtoseeiftheyhaveany.Customer:

Oh,no..er.don'tbother.Um..I'dpreferarefund.Assistant:

ofcourse.That's11.95...Hereyouare.Sorryaboutthat.Customer:

Oh,that'sallright,thanksanyway.Bye.Assistant:

Bye.

2.M.rSouth:

I'm...er...I'msorrytobotheryou,Mrs.West.Mrs.West:

Yes,Mr.South?

Mr.South:

Er..itmayhaveslippedyourmind,butyoutoldmelastweekthat.thatyou'dsendintheorderstoCompassInternational.Mrs.West:

Yes,that'sright,yes,Ididsendintheorder.Er...onFridayafternoon.Mr.South:

Well,the…thethingis,did.Didyourealizethereweretwoseparateorders:

one...onefornorthernregionandanotherforeasternregion?

Mrs.West:

Ohdear!

Jeez,I'msorry.Ididn'trealizetheeasternregionhad...hadtobedonetoo.Mr.South:

Oh,itreallydoesn'tmatter,there'sstilljusttime.Mrs.West:

Well,I'llphoneCompassandexplain,shallI?

Mr.South:

Er...no,no,Ithinkit'dbebesttosendtheorderbytelex,don't...don'tyou?

Mrs.West:

Yeah,yeah,allright.I'lldothatrightaway.SorryagainMr.South:

Oh...oh,that'sallright.

3.Mr.Joiner:

Goodmorning.CarpenterandSons,canIhelpyou?

MissZimmermann:

Hello,thisisHeidiZimmermannofSchreinerInternational.Mr.Joiner:

Hello,MissZimmermann.ThisisTedJoiner.WhatcanIdoforyou?

MissZimmermann:

Well,Ithinktheremayhavebeensome...amisunderstandingaboutourlastorder.Mr.Joiner:

Ohdear,whatseemstobetheproblem?

MissZimmermann:

We'vejuststartedunloadingthetruckandthequalityofthegoodsdoesn'tappeartobeClassA1,whichiswhatweordered.Mr.Joiner:

Ohdear,I'mverysorry.Letmejustcheckthisonthecomputer....Er...ohdear,yes,I'mafraidtherehasbeenaslip-upinourshippingdepartment.I'mverysorry,it'scertainlyourfault.Wh...whatwouldyoulikeustodoaboutit

MissZimmermann:

Well,wecankeepthegoodsand...andusethemforanotherorderofours,ifyouwillchargeus20%lessfortheloadandshipusaloadofClassAlrightaway.Mr.Joiner:

Thatsoundsfairenough.Letmejustcheckthestockposition.Yes,wecanshiptomorrowmorning,ifthat'sallright?

MissZimmermann:

Ohyes,thatwillbefine.Mr.Joiner:

Oh,good.Er...thankyouverymuch,MissZimmermann.I'mverysorrythatthishappened.MissZimmermann:

That'squiteallright.Goodbye.

4.Telephonist:

Goodafternoon.WindsorProducts.Mr.Wong:

MayIspeakwithTinaCastleinmarketingplease?

Telephonist:

TinaCastle,certainly.Onemoment,please.MissCastle:

TinaCastle.Mr.Wong:

Hello,thisisHenryWongofArrowPrint.MissCastle:

Hi,Mr.Wong:

WhatcanIdoforyou?

Mr.Wong:

It'sabouttheorderforyournewpackaging.Ithinkyoumayhaveforgottentosendusthecolornegatives.MissCastle:

Isentthecompletesetofnegativesbyairmailonthe14th,Irememberpackingthemupmyself.Theyshouldhavearrivedbynow.Mr.Wong:

Yes,wellwedidgetapackagefromyouonthe18th,buttheproblemisthatthecolournegativesweremissing.MissCastle:

Areyousure?

Mr.Wong:

Yes,weonlygottheblackandwhiteones.MissCastle:

...OhdearI'vejustbeenthroughmyout-trayandI'vefoundthemhere.I'mverysorry,it'smyfault.I'llsendthembycourieratonce.Mr.Wong:

No,no,no,that'snotnecessary.Myassistant,Mr.Pateliscomingtoyourofficetomorrow,soyoucangivethemtohimandhecanbringthemback.MissCastle:

Right.I'llmakesurehegetsthem.I'msorrythishappened.Mr.Wong:

it'sperfectlyallright,MissCastle.Goodbye.8.4Fridayafternoon:

DeliveryproblemsA1YouwillhearatelephonemessageleftforyoubyyourproductionmanagerMr.Robinson.TedRobinson:

ThisisTedRobinson.Um...it'saboutthesenewalloycomponents.Now,whenthecomponentswereunpackedandinspected,wefoundthatalthoughmostofthepartsareOK,thescrewadaptorsdon'tmeetourspecifications.Now,the...theonesthatyousentusareGJ501sandweneedJG507s.I'llsaythatagain-JG507s.NowI'vecheckedyourorderandthatwascorrectandsowastheproformathesupplierssent,soitseemstobethefaultofthesupplier'spackingdepartment.Now,theproblemis:

iftherightpartsdon'tarrivebynextWednesday,partoftheproductionlinewillhavetostop.Andinall5,000screwadaptorshavetobereplaced,ofwhich500areneededfornextweek'sproduction.So,canyoudosomethingaboutthisandletmeknowwhatyouproposetodo?

OK?

Goodbye.8.5Onlythebestisgoodenough...BYouwillhearaninterviewwithmanagerconsultant.Interviewer:

SarahLockhartistheQualityDirectorofAPManagementConsultantsSarah,howisQualitywithacapitalQdifferentfromwhat'salwaysbeenknownas'qualitycontrol'?

Ms.Lockhart:

TheideaofQualityisaconceptthatiscomingtobethedrivingforceofmanypartsofindustrytoday.Theinterestingthingisthatitcanbeappliedtoboththeservicesectorandthemanufacturingsector.WecantalkaboutQualityofmanufacturingandqualityofservice.Qualityissomethingthataffectsallthefunctionsofthecompanyandallthestafffromboardleveldowntolinemanagersandemployees.Interviewer:

Sohowwouldthisbeappliedtomanufacturing?

Ms.Lockhart:

Well,theKeyideahereis'ZeroDefects'-thecompanyshouldbeaimingto