ROLEPLAY 1

CALL 2
B: Hello. This is The Lucky Lobster. How can I help you?

A: Hello, my name’s Rose. Yesterday night, I had dinner with four other people at your restaurant
around 8 p.m.

B: Oh, I remembered. Did you enjoy the meal last night?

A: Yes, I really enjoyed the meal, especially the Alaska Lobster. However, I calling to ask about the
receipt. I think there is something wrong.

B: Really? Could you tell me exactly what’s wrong with your receipt?

A: Yeah, I have just checked my VISA receipt and the total amount I paid is 280 pounds. I’m sure the
price of the meal is less than this number, but I can’t find the bill.

B: Okay, Let me check the bill for you, Ms. Rose. Please wait a moment.

A: Okay.

B: Ms Rose, I just verified your bill and it's the right amount. You may not remember, but you ordered
special drinks from our restaurant last night after the meal.

A: Oh well, to be sure, could you send me the online bill via my email address?

B: Of course. Could you tell me your email address please?

A: Yes, [email protected]

B: Let me check it again. [email protected], right?

A: That’s right. Thanks for your help.

B: You’re welcome. I’ll send it to you as soon as possible. Thanks for calling.

BYE

CALL 3
B: Hello. This is The Lucky Lobster. How can I help you?

A: Hello. It’s Rose again. I’m calling to ask whether there has been a diary left in your restaurant. I
couldn’t find my diary and I think I might have left it at your place.

B: Oh. I haven’t heard from any staff since last night that they found any diaries in the restaurant.
However, I'll double-check with the staff to make sure. Could you describe some features of the diary?

A: Of course. It's a black hardcover diary with my name and signature on the first page.

B: Yes, I noted it. I'll let you know as soon as possible when I discover the diary you're referring to.
A: Yes, thank you for that. And I would appreciate if you could send it to me when you find it. Because I
have to get on a plane to go abroad in 30 minutes.

B: It’s possible. Could you give me your name and address?

A: Yes. Please send it to Rose Smith at ABC Company, 25 Le Loi Street, Vietnam.

B: I’ll double-check your information. Ms Rose Smith, address at ABC Company, 25 Le Loi Street,
Vietnam. Is that right?

A: That’s right.

B: I'm not sure we'll find out your diary, but if we do, we'll notify you and send it to the above address.

A: Thank you so much for your help.

B: You’re welcome. Goodbye.

A: Bye.

ROLEPLAY 2

B: Hello. GE speaking.

A: Hello. This is Rose Smith from Rosie Shop.

B: yeah, how may I help you?

A: toi goi de hoi ve viec toi đã đặt 20 mic từ ngày 4/12 mà hôm nay ngày 5/1 rồi vaanc chưa giao.

B: Could you tell me exactly your problem?

B: Could you please tell me the details of your order?

A: Yes. My order number is BJP 201, with the MX14 model in black and cream. You may know that the
expected delivery is 2 weeks after the date of the order. However, as for now, after 1 month I still
haven’t received any microwaves. Could you give me a reasonable explanation?

B: I’m really sorry and I hope you understand that at the end of the year, the number of orders
increased suddenly, so delivery is delayed.

A: I ordered on 4 December, I planed it for Christmas sale. But now is January.

B: Hello. GE speaking.

A: Hello. This is Rose Smith from Rosie Shop.

B: Yeah, how may I help you?

A: I am calling to complain about your delivery department

B: Could you tell me exactly your problem?

A: I have order 20 MC since December 4th but it’s been over a month and now I still haven’t
seen my product

B: Could you please tell me the details of your order?

A: Yes. My order number is BJP 201, with the MX14 model in black and cream. You may know
that the expected delivery is 2 weeks after the date of the order. However, as for now, after 1
month I still haven’t received any microwaves. Could you give me a reasonable explanation?

B: I’m really sorry and I hope you understand that at the end of the year, the number of orders
increased suddenly, so delivery was delayed.

A: I ordered it on December 4th and planned it for a Christmas sale. But now it is January. Why
don't you call me if your delivery is late? Otherwise let me call to remind you, so that you make
my store lose my customers. I am very angry.

B: I'm really sorry to hear that. I understand how difficult that would be. We will learn from
this experience, not allow it to happen again.

A: So when I received my order?

B: I have to talk with my product manager before I give you the exact date of your receipt. 

A: That’s unprofessional. I’m unhappy about your customer service. It has been 2 weeks
overdue already. I hope that I can receive my order by the end of the week.

B: We will try to deliver as soon as possible and will call you back to confirm the specific
delivery date with you.

A: Because your delay has brought a disadvantage to my difficulty. I think I need to be

compensated. I would like to get 12% off this order. What do you think? That's a fair suggestion.

B: Unfortunately, I think it’s impossible. Concerning discounts, I’m willing to offer a discount of 10%
on this invoice or the next invoice. What do you think?

A: That sound great

ROLEPLAY 3

A: Hi, I'm Jenny Scarlet - Human Resources Manager of Sunhouse Hotel

B: Hello, Ms. Scarlet, How may I help you?
A: I'm calling to complain about some temporary staff your company has sent for us 2 weeks ago.
B: Could you say more about this?
A: Two weeks ago I hired some cleaner staff from your company. and then I noticed that their working
attitude is not good, they clean the room very dirty and are often late to work and have a rude attitude
towards customers. All of this has a bad effect on our customers a lot. Moreover, a serious problem has
appeared.
B: What happened?
A: One of the staff was caught on camera stealing money from a customer. Did you realize that this has a
significant impact on the hotel's public image?
B: On behalf of the company, I would like to sincerely apologize for the negative experience you had.
Hearing your response, I am appalled by the treatment you experienced. This is not up to our high
standards
A: Now explain to me why this happened? - Could you give me a reasonable explanation?
B: Currently, there is a shortage of professional staff, but the demand for temporary staff is very high,
but the hotel needs people urgently, so the new employees have not been properly trained.
A:The image of our hotel has been greatly affected. anyway, they are employees of your company, so
we can't handle them. How are you going to solve this problem?
B: We will take appropriate procedures in this situation to avoid negatively affecting the hotel. We
will fire that employee, request a refund and apologize to the customer. At the same time, remind
other employees to have a better working attitude.
A: That might be fine, I hope it doesn't affect the image of the hotel too much. I want to get 15%
discount for this time as compensation for us
B: We are afraid we can’t do that. According to the company's regulations, the discount you request is
quite high, so we can only suggest you 10% and that's the highest discount of our company.
A: That seems like a reasonable suggestion. What will you do to improve this situation of incompetent
employees?
B: We will expand more training classes with a combination of strict tests before sending to work to
avoid affecting the hotel again.
A: I hope the next time the staff at the company come to work will become professional as you said
otherwise I will stop working with you.
B: Please accept our most sincere apologies. We make sure that your next time with us will better
meet the standard of excellence.
ROLEPLAY 4

B: Hello, Office Universe speaking. How may I help you?

A: Hello, this is Trang from -----------. I’m calling about several problems with my order.

B: Could you tell me your order number?

A: Yes, it’s RG 3472/5.

B: Ok, could you tell me exactly what’s wrong with your order?

A: Well, I found 4 or 5 problems in my invoice. Let me tell you one by one. Ok, first I would like to ask
about the price of ring binders and copy paper. As I can see in your latest catalogue, it offers ring
binders for 1.5 dollars and A4 copy paper for 1.45 dollars, but in my invoice it seems to be much
higher. I think there was something wrong.

B: Well, let me double check your original telephone order. I think the product you mentioned
in our catalogue is the same product but different part reference numbers. As you know
when you ordered, you only said that you wanted to order the best quality but didn't say
anything about the price, so I think I have selected the item you need. I admit this is also
partly my fault. I should inquire further about the goods you wish to order.

A: I got it. Actually, I think the product in the catalog is quite suitable for me, so please take the
goods at a price in the catalogue. By the way, there's still one more problem. I didn't have a staple,
but I don't understand why it was in my order. I think there must be some misunderstanding here.I
remember that I only asked for the price of the staple and did not order the product.

B: You probably don't remember, but according to the original telephone order, then you
decided to order 5000 packs of staples. That's why I added to your order.

A: OMG, are you sure??? I have used the service to order at your company and had wrong
deliveries happen in the past.

B: Yes, I am very sure about that. But if you are unsatisfied about the product, you can return
the goods to us within a week. However, you must fund the delivery charges.

A:That's not a problem about the delivery charges, Please let me return the stample. Now, I still have
stock, so I don't really need it. and change ring blinders and A4 copy paper as catalogue I offer. The
quantity of the product will remain the same as before. Please write it down carefully for me.

B: Ok, I got your point. Do you have any problems?

A: I am your loyal customer, so there will be a 10% discount for me but why is it only 5% off my
order? That’s unprofessional. I’m unhappy about your customer service.

B: Oh, I’m sorry about that. It was our mistake. I'll fix it for you right away.

A: Not only that, but you also confuse the delivery cost. The orders above $200, as you know, qualify
for free shipping, but not mine.

B: Yes, I will also fix the shipping cost for you.

A: The last question for today I want to ask about payment terms. I will have 60 days from the
invoice date to pay you, why does your company only have 30 days. Payment time is shortened by
half compared to before. Your company makes a lot of mistakes.

B: Regarding payment terms, we have sent a separate letter to all customers notifying them
that the company has altered the payment terms. In particular, all customers need to pay the
invoice within 30 days of the invoice date. So I hope you understand.

A: ok, maybe I've been so busy so that I haven't had time to see your mail. I will pay more attention.

B: Yes, then I will proceed to correct your invoice and send you a new one. Is that good?

A: If this happens again, I will change to another supplier.

B: Yeah, I’m sorry again for any inconvenience we have caused. In the case of returned
items, we will send you a replacement as soon as we receive the returned item.

A: Ok

B: Thanks for calling. Goodbye.