7937 complaining to a company role pay

STUDENT A:

STUDENT B:

You have recently opened
an
account
with
the
internet service provider
LowLevel Inc. Every time
you log on to the net, your
computer crashes. You have
phoned before, but nothing
has happened since- You
are tired of it. But your
contract is for two years.

You work for the internet
provider LowLevel Inc., but
you have no real idea what
they
do
there.
Your
instructions are clear: Turn
down
all
complaints,
promise the customer that
the problem will be fixed

soon and stay friendly by all
means.

STUDENT A:

STUDENT B:

You have ordered some
DVDs from a website.
After four weeks, they
still haven’t arrived yet.
You haven’t received any
reply to your e-mails. Now
you want your money
back. Call them and
complain.

You work for a great
mail order company.
The customer on the
line is very angry, but
you can’t find any data
in your computer about
him. There is no order,
no e-mail, no payment.

STUDENT A:

STUDENT B:

You bought an expensive
digital camera from a local
store for your holiday in
Australia. It didn’t work.
You couldn’t even switch it
on. Now you take it back
to the store and complain
about the ruined holidays.

This customer has bought a
digital camera, but hasn’t
bothered to read the
manual or to insert any
batteries at all. Now he is
back from his holidays and
wants to return the camera
– with scratches on the lens.
Communicative teaching: Role plays - Petra Ullrich 2011