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DIALOGUE ENQUIRIES AND COMPLAINT F2047 & F2036

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F2049 PUTERI NABILAH AND F2050 AZIM DANIAL

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F2049 PUTERI NABILAH AND F2050 AZIM DANIAL

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F2014 FADHLI AMMAR & F2061 PUTERI SARAH MILSA (situation 5: at an express bus station)

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F2014 FADHLI AMMAR & F2061 PUTERI SARAH MILSA (situation 5: at an express bus station)

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SCENE 1 ( the 2 classmate friends DKA3B with is fadhli and sarah is in talks to buy bus tickets for the semester break later)

FADHLI: Hello Sarah can we talk about when we will buy a bus ticket for the semester break later?

SARAH: Yeah sure, i guess what do you say we buy after class?

FADHLI: I think that's a very good idea.

SARAH: If that's the case, we'll wait until the class ends, okey?

FADHLI: Ok sure, no problem.

SCENE 2 (conversation between Fadhli and Sarah is queing in front of the ticket counter)

SARAH: Fadhli, do you realize that there are some problems going on right now?

FADHLI: Yes, i am also aware of this to, the ticket counter here only opens two ticket among the five ticket counters.

SARAH: Another existing problem regarding the seat cushions in this waiting room has been broken.

FADHLI: Oh yeah exactly i see, and one last problem is that the fan here is already rusty.

SCENE 3 (Discussion between Fadhli and bus station manager in on call after both of them buy a ticket bus)

FADHLI: How are you sir, sorry for bothering you right now.

MANAGER: Yes can i help you?

FADHLI: I would like to make some complaints or problems that are the bus station here, can i go to you?

MANAGER: Yes, of coarse you can.

FADHLI: So, how to solve all the complaints abouts the ticket counter here only opens two ticket among the five ticket counters. Seconds, the seat cushions in this waiting room has been broken. and the last one is the fan here is already rusty.

MANAGER: It's okay, I'll call the maintenance technician to fix it, its that okey to you?

FADHLI: Ok sir, thank you for giving excellent cooperation, I really appreciate it.

MANAGER: Your welcome.

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F2048 FARIZ ISMAIL & F2068 AZMIL SYAHMY 

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F2048 FARIZ ISMAIL & F2068 AZMIL SYAHMY 

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F2035 NURFARAHJANNAH                                F2046 ADLINA 

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F2035 NURFARAHJANNAH                                F2046 ADLINA 

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Customer : Hii . Are you an employee at this workshop shop?

Worker workshop : Yes ma'am, I am a worker in this workshop. how can i help you ?

Customer : I want you to check my car. I think my car tires are no longer usable

Worker workshop : Oh Sure can. I tried to check the tires of this car first. You  can sit inside first while we check this  car problem.

Customer : I think just now while I was driving, I bumped into a big hole too hard. maybe that's what caused my car tires to get damaged.

Worker workshop : oh. I’m already checked your car. Your car's absorber is leaking

Customer : ha seriously ? there are other problems to my car apart from the problem of absorber leaking and damaged tires?

Workshop worker: the rim of your car is bent

Customer: Okay, I want to replace all the broken stuff on my car that you told me about earlier

Workshop worker: All right, ma'am, what tire do you want? we have these tires last 2 years. You can see which tires you like first

Customer: how much is the price here to change the tires and rims?

Workshop workers:if changing to four tires. hit in rm 1000 once rim.So you want to change all the tires or just this broken one?

Customer: okay . I want to change only the broken thing. i want these flower tires and these date tires nice and new.

***the employee passes by changing the tires, rims and absorber on the customer’s car immediately**

--in a few moments later--

Workshop worker: Madam. I've changed everything. Madam can make payment at our office inside. total amount rm312

Customer: okay. I want a receipt.

Workshop worker: Alright ma'am. Here's the receipt.

Customer: why do I bring my steering wheel is not center and my car is not balanced? I'm late for meetings

Workshop worker: sorry ma'am I'll check back as soon as possible

Customer: hmmm, okay

Workshop worker: I've checked all the condition of your car, it's okay. Madam, try to bring it around here first to make sure you are satisfied.

Customer: okay. I checked and brought this car so there is no problem. After this, check everything first so that there is no problem like this again.

Workshop worker: yes ma'am. Thanks for the reprimand. I will make sure this problem does not happen again to other customers. I hope your day goes well. bye

Customer: you too. bye

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F2059 AYUNI IZRIN & F2066 ALEYAA (situation 1 : at a hotel reception)

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F2059 AYUNI IZRIN & F2066 ALEYAA (situation 1 : at a hotel reception)

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Scene 1 : in a hotel room

Customer: hello, good evening. I’m from room 201, may i speak to receptionist?

Receptionist: hello, yes, I’m speaking. Is there any problem with the room, mrs?

Customer: yes, my room is in a mess. Can you please ask the housekeeper to clean up my room as soon as possible or change me to the clean room?

Receptionist: we are so sorry, i thought the room has been cleaned and it was supposed to be clean up right after the customer checked out at 12pm. I will change you to another room right now.

Customer: i never knew that 5star hotel like this. Really disappointed!

Scene 2 : leaking tab

Customer: hi, can i change to another room?

Receptionist: hi, mrs. may i know why?

Customer: the tab in my room that i got is leaking. My shirt is wet once i opened it!

Receptionist: oh my dear, we are sorry again. We don’t know that the tab is not in a good condition.

Customer: it’s okay, just get me another room which is better than this and please make sure the room is in a good condition and nothing problem!

Scene 3 : rude receptionist

Customer: i want to call your manager, give me the number!

Manager: yes, i am the manager here. Can i help you?

Customer: yes, i want to make a report about your receptionist, she’s being rude to me just now! I want you ti take action about her!

Manager: I’m so sorry about that, maybe she has any personal problem that mess with her mind right now. I’m so sorry, I’ll talk to her later.

Customer: her problems is no one of my problem. You should take action to her!

Manager : sure, i will. Im so sorry again mrs.

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f2043 AMMAR AZ-ZHAFRI & F2058 MIOR MUHAMMAD SYAHIDY

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f2043 AMMAR AZ-ZHAFRI & F2058 MIOR MUHAMMAD SYAHIDY

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F2060 IRFAN ALIFF & F2063 NAJMI AIMAN & F2067 TAUFIQ HIDAYAT

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F2060 IRFAN ALIFF & F2063 NAJMI AIMAN & F2067 TAUFIQ HIDAYAT

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SITUATION 7 : AT A SHOPPING MALL

Scene 1 (computer store)
Customer: Hi, I’d like to make a complaint about a defective laptop I bought here last month.

Store Clerk: Do you have your store receipt with you?

Customer: Yes, I do. Here you go.

Store Clerk: There’s a one-year store warranty on this computer. We’ll be able to take a look at it today at no charge to you. If we can’t find the problem. We will exchange it for a new one.

Customer Thank you. I’d appreciate that.

Store clerk: What seems to be the problem?

Customer: I think it’s overheating.It gets so hot whenever I use it.

Store Clerk: That is strange for such a new computer. Perhaps there’s something wrong with the cooling fan. Could I take a look?

Customer: Sure, here it is.

Store clerk: Everything looks ok on the outside.Could I ask a few questions?

Customer: Yes, of course.

Store clerk: How long to you use it for before it overheats?

Customer: It usually feels very hot after one or two hours.

Store clerk: When it overheats, do you notice any loss of function? Does Windows run slower?

Customer: I have noticed that the touchpad becomes less sensitive to my touch, actually.

Store Clerk: What do you usually do on the laptop?

Customer: I use it to check my emails and write articles for my blog.

Store clerk: That shouldn’t cause it to overheat. The internal fan should be able to handle that.

Customer: Can you tell me what’s wrong with it then?

Store clerk: There could be something wrong with one of the components. Perhaps the battery, or the hard drive. Let me have a look.

Customer: Ok.

Store clerk: I’ve just finished running hardware diagnostics on the laptop. Everything looks fine. The good news is that the memory processor, BIOS, mainboard, and battery are all working properly. There doesn’t seem to be any damage or defects with any of the hardware.

Customer: So, what could the problem be?

Store clerk: That depends. Is the area where you use the laptop exposed to direct sunlight or heat?

Customer: Not at all. I use it in the bedroom at night.

Store clerk: Do you sit on the bed when using the laptop?

Customer: Yes, It’s usually on top of the covers on my lap. Why?

Store clerk: That’s probably why it’s overheating. The covers prevent the ventilation system from working properly. The cloth blocks the bottom and side vents.

Customer: That makes sense. So, if I don’t use the laptop on my bed, will it be ok?

Store clerk: It should be perfectly fine. Just remember wherever you use it to allow air flow freely through those vents.

Customer: Thank you, I will.

Scene 2 (store electronic)(Conversation between LED TV seller and customer.)

Salesman: How may I help you?

Customer: Hello! I want to buy a LED TV.

Salesman: Sir could you please specify me the brand so that it will be easier for me to suggest you the best model available.

Customer: Could you suggest me top brand?

Salesman: Sony is a trustworthy brand in an electronics world. You will also get 3 years warranty on Sony products

Customer: What will be the price of Sony TV?

Salesman: Depends on the size of the TV. 32 inch is for RM2800, 40 inch is for RM3200, and 42 inch is for RM3600 only.

Customer: I think 42 inch will fit perfectly in the living room.

Salesman: Excellent choice Sir. With this particular model you will also get a 10000 mAh power bank.

Customer: That’s perfect. I was planning on to buy a power bank too.

Salesman: So when shall we make the delivery?

Customer: Before planning for the delivery, could you please tell me the payment modes?

Salesman: You can pay by card, cash, or cheque.

Customer: Sure, I would like to pay by card.

Salesman: Sure sir, so will you take the delivery today?

Customer: Yes!

Salesman: Ok Sir! I will get your product ready. It will take 15 minutes. By that time I will get your warrant card and bill ready.

Customer: Sure.

Salesman: Sir your product is ready for delivery.

Customer: Thank you so much.

Salesman: Welcome sir, have a nice day ahead.

Scene 3 (soap shop)(DIALOGUE BETWEEN MANAGER & CUSTOMER)

A: Assalam-u-alaikum
B: Wa Alaikum Aslam.
A: Are you the sales manager of this company?
B: Yes, I am sales manager. How can I help you?
A: I want to give complain about your product.
B: What sort of complain and about which product?
A: I used soap of your company. It proved harmful for me.
B: In which sense it proved harmful?
A: After using it, I have been suffering from skin allergy. You can see it.
B: It is due to some other problem. Our products are according to standard quality.
A: I can say with surety, that it is side effect of your product. The quality of your product is not good.
B: Believe to me, that quality of our product is very good. We have team for quality test.
A: Your Company is cheating and playing with the help of innocent people.
B: We are not cheating our customers. Our products are not harmful in any sense.
A: If you are confident that quality of your product is good then you have to prove it.
B: Yes, why not? We check our products in special scientific center before promoting our product.
A: I want to visit your quality test center. Can I visit it now?
B: I am very sorry, that you cannot visit at this time. You can visit it after some days.
A: It means that you are telling a lie. I will go to consumer court.
B: Listen to me; you do not need to go consumer court. You should consult with skin specialist.
A: I cannot believe it; I will go to consumer court.
B: It is my humble request to you that you should go to skin specialist. Everyone knows that quality of our product is very good.
A: I do not care about it, you do not satisfy me, and I will go to consumer court.
B: Sir, if there was any fault in our product then how our Company makes progress?
A: It is due to your past performance, but now your Quality is not good.
B: dear sir, plz bring your soap, I will also check our quality himself and next time you do not have any complaint.
A: Ok, this time I will not go to consumer court. But next time, if your quality will not improve then I will go to consumer court.
B: Do not worry. Thanks for coming here. Have a nice day.

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F2055 DINESH & F2039 ARASH DANIEL (SITUASION 10)

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F2055 DINESH & F2039 ARASH DANIEL (SITUASION 10)

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SITUATION 2: AT A FAST-FOOD OUTLET (PIZZA HUT)

Scene 1

Worker: Hello, can I take your order?

Customer: Hi, yes. I’ll have the mushroom soup and garlic bread for an appetizer and the personal pizza for my main course please.

Worker: What kind of flavor do you want for the pizza?

Customer: I would like Chicken Hawaii Pizza with extra cheese.

Worker: Can I get you something to drink?

Customer: I’ll take a mango juice. That all.

Worker: Alright, mushroom room with garlic bread, personal Chicken Hawaii Pizza and Mango juice. So, the total is RM40.50.

Customer: Sure, here you go.
[At the table]

Customer: What wrong with the worker here? She’s giving me a bad attitude. She’s treating me like a germ! It’s not right to treat customer like that.

Scene 2

[After 1 hour]

Customer: I am sorry, but I made an order an hour ago, but there is no food yet!

Worker: I am sorry I made you wait. There are more customers today than we expected.

Customer: How long do I have to wait for my order? I've been here for an hour, but nobody offered even a drink!

Worker: Your order will be ready very soon. I'll talk to the cook.
Customer: This is incredible!

Scene 3

[Food arrives and customer begin to eat]

Customer: Excuse me!

Worker: Yes madam, how can I help you?

Customer: I don’t want to make a scene but there’s a hair in my mushroom soup and my mango juice get spoiled. What wrong with this place?

Worker: I am terribly sorry!

Customer: This food is terrible! I won’t eat it! I can’t take anymore. I want to meet your

manager right now.
Worker: Wait a minute.

Scene 4

[After 5 minutes]

Manager: What with all of the commotion here?
Customer: Are you the manager here? Manager: Yes, I am, may I help you.

Customer: I want to make a complaint. First of all, your worker here is so rude and I had to wait for an hour food my food to be served you know! Not only that, I've been served with spoilt drink and there is a hair in my mushroom soup. This is incredible you know.

Manager: I'm sorry with all of the inconvenient. I know that you upset. If it happens to me, I'll also feel the same. I will ensure that this situation will not be happen again. For the mushroom soup and drink, I cannot give you a new one, but I can compensate you with a half price with discount for your next purchase and we will take an action of the worker earlier. I apologies for all the trouble you have had. This doesn’t happen normally, we are phenomenally busy today.

Customer: Alright. Thanks, but please do make sure that all of your worker will treat other people politely after this. Okey?

Manager: Alright, we will take your advice to improve our service. Thank you. Have a nice day!

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NURHAYATI (2045 ) & FARIS MUHAIMIN (2042)  (SITUATION 20)

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NURHAYATI (2045 ) & FARIS MUHAIMIN (2042)  (SITUATION 20)

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At Asian Grocery Shop, somewhere in the UK

Scene 1:
C: Hello, good morning. (while entering the shop)
S: Hello, good morning. How are you doing? Are you looking for something?
C: I'm doing fine, thank you, sir. Yes, but I am. But, no worries, I have my list here and just look for them on my own. Thank you for asking.
S: Alright then, be my guest.

(Customer wandering around the shop while holding the list of groceries to buy)

(Customer babbling... tomato, potato, aubergine... bla bla bla)

C: Excuse me, sir. I was wandering around here, but I couldn't find it.
S: What were you looking for, miss?
C: My apologies, I was looking for chicken to make Ayam Gulai Rempah for my family who visiting me this weekend. (Telling a story excitedly)
S: I see, alright. We separate the frozen chicken at another section. Try to look at "Meat Section". I'm pretty sure you will find what you need there.
C: Alright sir, thank you.

(Walking towards Meat Section)

Scene 2 (At Meat Section)

(While waiting in a long queue)

C: Huh... Finally, my turn! Morning, sir. May I get a chicken, cutting dice and 1 kg of m... (unfinished speaking)
B: A chicken? I am sorry, but you were just out of them. The woman who was before you, has bought the last chicken for today, but you can still buy 1 kg of ... pardon me, what did you want again?
C: But, I was waiting for 20 minutes for the chicken and you were being rude by interupting while I WAS TALKING. I would like to speak to the manager of this shop.
B: I'm very sorry, miss. Let me get you our manager.

(Walking towards the office manager)

Scene 3:

(Manager approaching the customer)

M: Good morning, miss...?
C: Miss Hayati, good morning (greeting with anger). Are you the manager?!
M: Yes, I am. How may I help you with?
C: I would like to make a complain about your limited stock of chickens and your rude-manner worker.
M: Yes, I'm listening.
C: First, I was waiting for the chicken in a long queue for 20 minutes. And when it was my turn, I was in the middle of ordering, your worker interupted and told me that your shop ran out of chickens. I was fatigue and he was being rude to me.
M: Alright, madam. Let's settle this up. First and foremost, I would like to apology on his behalf. For us, customers are always right. And about the chicken. How about we store a chicken for you to pick up tomorrow and we only charge half of the price. Does it sound alright to you, miss?
C: Sounds like a great reflection. Okay, I am not in rush anyways. I will come and buy the chicken tomorrow for HALF price.
M: Alright, miss. Is there anything else I can help you with?
C: Hmm... Oh, I almost forget, actually yes. I would like a 1 kg of meat and mutton. That's all.

(Cutting the meat and mutton)

B: There you go. Have a nice day.
C: Alright, thank you.

(Walking to the counter to ring up all the groceries)