Activity4. Dealing With a Complaint

William Liang of ElectroMart Wholesale is responsible for dealing with customer complaints.

1) Read the dialogue and practice it with a partner.

A: Good morning. ElectroMart Wholesale. William Liang speaking.

B: Good morning. J-Mart here. I’m afraid I have a complaint about our last order.

A: I’m sorry to hear that. Could you give me the reference number?

B: Yes, it’s RD3454W.

A: One moment please. Yes, according to our records, you placed the order on May 6. You ordered sixty Video Cassette Recorders, model number VT260EM.

B: No, it was 50 recorders. You sent us ten too many.

A: I see. Well, I’m very sorry about this. I’ll look into it right away and get back to you, if that’s OK.

B: Yes, that’ll be fine. Thank you.

2) Now use the dialogue to complete the notes on the order form below.

ELECTROMART WHOLESALE DISPATCH DAPARTMENT
Customer: Order No.: Date order placed: Amount: Item: Model No.:	J-MART RD3454W MAY 6 60 50 VIDEO CASSETTE RECORDERS VT260EM
Notes: We delivered ___ VCRs instead of ___, so we have to take ___ back.

c) Student A: Look at the information below.

Student B: Additional File

Now have similar dialogues, using the information below. In a and c, you are responsible for customer complaints at ElectroMart. You have to deal with Student B’s complaints and correct the order forms. In b and d, you are the customer, and you have to complain to ElectroMart (Student B.)

a)

ELECTROMART WHOLESALE DISPATCH DAPARTMENT
Customer: Order No.: Date order placed: Amount: Item: Model No.:	SEARS RF2354M 5/8 150 COLOR TV 158X6Y
Notes: ………………………………………………

b) You are calling from Allied Stores. On May 12 you ordered 100 Personal Stereos, Model Number QT-Y23U. You received the wrong amount; they sent you 150 instead of 100. Call ElectroMart and complain. The Order Number is RS4599J.

c)

ELECTROMART WHOLESALE DISPATCH DAPARTMENT
Customer: Order No.: Date order placed: Amount: Item: Model No.:	SEARS RF2354M 5/8 150 COLOR TV 158X6Y
Notes: ………………………………………………

d) You are calling from J.C. Penney. On May 11 you ordered 125 Portable CD players, Model Number MHC-P303. You are still waiting for the order to arrive. Call ElectroMart and complain. The Order Number is RT484E.

3) When you have finished, compare your information carefully.

Additional File Dealing with a complaint

Student B: use this Additional File

Now have similar dialogues, using the information below. In b and d, you are responsible for customer complaints at ElectroMart. You have to deal with Student A’s complaints and correct the order forms. In a and c, you are the customer, and you have to complain to ElectroMart (Student A.)

a) You are calling from Sears. On May 8, you ordered 150 Color TVs, Model Number 1564XY. You received the wrong amount; they sent you Model Number 158X6Y instead. Call ElectroMart and complain. The Order Number is RF2354M.

b)

ELECTROMART WHOLESALE DISPATCH DAPARTMENT
Customer: Order No.: Date order placed: Amount: Item: Model No.:	ALLIED STORES RS4599J 5/12 150 PERSONAL STEREOS QT-Y23U
Notes: ………………………………………………

c) You are calling from Dillard. On may 14, you ordered 100 Dishwashers, Model Number CW-Z730. You received the wrong color dishwashers: you ordered grey, but they send you white instead. Call ElectroMart and complain. The Order Number is RH7754K.

d)

ELECTROMART WHOLESALE DISPATCH DAPARTMENT
Customer: Order No.: Date order placed: Amount: Item: Model No.:	J.C PENNEY RT4843E 5/11 125 PORTABLE CD PLAYERS MHC-P303
Notes: ………………………………………………