1. Before you listen, read the advertisement, Page 25; and discuss these questions. (1) What can you experience on this tour? (2) Would you like to go on this tour? What aspect of the tour would you like best? (1) What can you experience on this tour? (2) Would you like to go on this tour? What aspect of the tour would you like best?
(3) When would you get a refund? 2. The dialogues between tourists and a tour guide take place after a whale watching tour. Before you listen, decide which aspects of the tour the tourists might think
were good (G) and the aspects they might complain about (B). Listen to the tape and check you answers. Then listen again and number the aspects in the order you hear about them. (Ex 2, Page 25)
3. Listen again. When the tourist complained, what result did he/she want to get from the tour guide and what was the actual result? Complete the table for each dialogue. (Ex3, Page 26)
Dialogue 1 1)I’m sorry but ____________________ with the tour. 2)Well, it was ___________________ outside… My two kids _____________________. 4. Listen to the expressions that each customer used to make his/her complaint. Complete the sentences. (Page26) we weren’t very happy so wet we couldn’t go are very disappointed
Dialogue 2 1) Yes, the whales were awesome but ______________________. 2) I’m sorry but _____________________, I now have to make another airline booking and I have no idea whether there’ll be any seats available. __________________. I’m feeling very annoyed that’s not good enough I’d like a full refund
Dialogue 3 1)Excuse me, the tour _______________ ________________________ and we’d _____________ please. 2) _____________________________ as we’re visitors to this area and we’re leaving tomorrow morning. 3) Well, actually, ____________________. Dialogue 3 1)Excuse me, the tour _______________ ________________________ and we’d _____________ please. 2) _____________________________ as we’re visitors to this area and we’re leaving tomorrow morning. 3) Well, actually, ____________________. husband and I had expected like a refund I’m afraid that’s no good for us we’d like a full refund wasn’t what my
5. Listen to the first dialogue and fill in the missing words. Then read the lines aloud, paying special attention to stress and intonation. (Page26) TOUR GUIDE: I’m sorry but we _____ _______ the weather and you ____ ____ the whales. can’t control didsee
ANGELA: Well, I’m afraid that’s not ____ ______. I’d like to talk to the manager. TOUR GUIDE: I’m sure that won’t ___ ____ ____ _____. I know he’ll _____ with me. The ___ is that you ___ ____ whales. good enough do youany agree factdidsee good
LISTENING TEXT COMPLAINING ABOUT A WHALE WATCHING TOUR ANGELA: Excuse me. TOUR GUIDE: Yes, how can I help you? Dialogue 1
ANGELA: I’m sorry but we weren’t very happy with the tour. TOUR GUIDE: Oh, what was the problem? ANGELA: Well, it was so wet we couldn’t go outside… I know we heard the whales and saw them on the video camera and that was great, but we really wanted to stand outside and watch the whales from there. My two kids are very disappointed.
TOUR GUIDE: I’m sorry but we can’t control the weather and you did see whales. ANGELA: Well, I’m afraid that’s not good enough. I’d like to talk to the manager. TOUR GUIDE: I’m sure that won’t do you any good, I know he’ll agree with me. The fact is that you did see whales. (fade out)
TOUR GUIDE: Goodbye, I hoped you enjoyed the tour, sir. ANDREW: Yes, the whales were awesome but I’m feeling very annoyed. TOUR GUIDE: Really? (in a surprised voice) Dialogue 2
ANDREW: Yes. You see, I’ve missed my flight. If I’d know the boat was going to be late back, I wouldn’t have come. TOUR GUIDE: Yes, I understand, but we had a problem with the boat at the last minute that we needed to fix.
The safety of our passengers is very important to us. So, I’m afraid we couldn’t avoid starting late. ANDREW: Yes, but you should’ve checked if there was anyone like me who needed to be back by midday. Anyway, I’d like a refund, please.
TOUR GUIDE: Well, I can refund half the fare. ANDREW: I’m sorry but that’s not good enough. I now have to make another airline booking and I have no idea whether there’ll be any seats available. I’d like a full refund.
TOUR GUIDE: Well, that’s not up to me but I’ll go and talk to the manager. ANDREW: Thanks. MANAGER: (music to indicate a few minutes passing) Mr Langton, I’m terribly sorry that we’ve caused problems for you.
Of course, we’ll give you a full refund. Just come into the office with me. ANDREW: Thank you.
Dialogue 3 SHARON: Excuse me, the tour wasn’t what my husband and I had expected and we’d like a refund please. TOUR GUIDE: You weren’t satisfied with the tour?
SHARON: Well, we really loved seeing the bird life… and the dolphins and seals… but we saw only one whale and that one was too far away to see properly. And we really came on the tour to see the whales.
TOUR GUIDE: Ah ha, I see. I tell you what, why don’t you and your husband come back for a tour on another day-free of charge, of course.
SHARON: I’m afraid that’s no good for us as we’re visitors to this area and we’re leaving tomorrow morning. TOUR GUIDE: Well, in that case, we’ll return half your fares.
SHARON: Well, actually, we’d like a full refund. TOUR GUIDE: I’m sorry… if you read the brochure, we say that we’ll refund half the fare. SHARON: OK, thanks. TOUR GUIDE: You’re welcome.
With your partner, make up dialogues for the following situations. Use expressions like the ones on the next page. Perform them for your class. Then write them down.
I’m sorry but… I’m afraid…. That’s not good enough. I’d like a refund, please. I’d like a full refund. That’s no good for me. I’d like to talk to the manager. Useful expressions:
I’m not feeling (happy about / satisfied with…etc) I’m not feeling (unhappy about / unsatisfied with / annoyed with…etc)
1.You missed your flight because you think that it was not announced over the loudspeaker. Customer: Excuse me but I'm feeling very annoyed because I've missed my flight. I'm sure it wasn't announced. I've got to get to Beijing by tonight. Is there another flight I can go on? Situations:
Airline official: All our flights are announced, sir/ madam, but I'll see if I can book you on another flight. Can you show me your ticket? Customer: Sure. Airline official: I'm sorry but there aren't any seats available on the flights today but I can get you on a flight early tomorrow morning.
Customer: I'm sorry but that's not good enough. I've got to get to Beijing today. Airline official: Well, there's nothing I can do about it. Customer: Then, I'd like a refund please. I'll go with another airline. Airline official: Fine.
2. The fish you ordered tastes terrible. Complain to the manager of the restaurant. Customer: Excuse me. Waiter: Yes, sir/madam. Customer: I'm afraid that this fish I ordered tastes terrible. Waiter: Oh really. What's the problem with it? Customer. It doesn't taste fresh to me. I'd like to order something else.
Waiter: Well, I'll go and talk to the manager. Customer: Thanks. (A moment later) Waiter: Yes, that'll be fine. Here's the menu. Customer: Thanks.
3. The trousers the tailor had made for you are too short. Complain to the tailor. Customer: Good morning. I'm sorry but when I put these trousers on this morning I found that they were too short. Can you let them down for me? Tailor: Well, that'll cost extra.
Customer: But it's not my fault that they are too short. Tailor: Well, I measured the length when you were here and you agreed to that length. Customer: Are you sure you won't lengthen it? Tailor: No, I certainly can't. If you want me to lengthen the trousers, you'll have to pay a bit more. Customer: Well... OK.