Part II Dialogues
Dialogue 1 A Bad Tour Arrangement
(A customer relationship department worker in a travel agency is receiving a phone call from one of his clients.)
(CR:Customer Relationship Department Worker T:Tourist)
CR:Good evening.This is the customer relationship center of Golden Times Travel Agency.How can I help you?
T:I’m on the package tour to Bali of your travel agency.I’m very disappointed on this tour.
CR:What seems to be the problem，madam?I’ll try my best to help you.
T:The tour can’t seem to coordinate anything，and tour leader is apparently not up to his task.
CR:Can you make it more specific?
T:When we got off the plane，no one picked us up.We had waited outside of the airport for about one and a half hours with heavy luggage in both hands before the local guide showed up.You know it’s really hot outside.We were almost dried up.
CR:I’m sorry to hear that.This shouldn’t have happened.Is there anything else?
T:Yes.The second day we would visit the Kuta Beach according to the schedule.Do you know what’s funny?The limousine we took crashed down on the way，and the tour leader couldn’t find another bus to replace it.So we had to stand on the highway like idiots to wait for the bus being repaired.When we finally got the destination，it’s almost dinner time.
CR:That’s too bad.
T:You know this is my honeymoon trip.I wished it to be an unforgettable experience in my life.
T:I’m really sorry for that.If that’s the case，we will refund the money for the service you haven’t enjoyed，and make compensation according to our contract.
T:I hope so.
CR:Thank you for your information.We will contact the tour leader immediately and make sure you’ll have a satisfactory trip in the following days.
Dialogue 2 Noisy Neighbors
(M:Hotel Manager G:Guest)
M:Good morning.I’m the manager of this hotel.Sorry to disturb you，but could you spare me a few minutes?
G:What is the matter?
M:The guests live next door have complained to me that you are creating a nuisance these days.
G:Could you be more specific，sir?
M:He told us that you have been holding parties at night in your suite for the past three days.The noise was too loud to bear.
G:As a matter of fact，I did hold parties.But we didn’t play the music very loudly.
M:He said the noise was loud enough to wake up the dead.And you held the party till very late.
G:I’m afraid that’s the not case，sir.I have to admit that I did hold parties at night，but we ended up at around 10 p.m.
M:Anyhow，I will be really appreciated if you hold a party at daytime.You can also take your friends to the bar in our hotel.I’m sure the top-service there will give you and your friends an extraordinary experience.
G:That sounds a great idea.I promise that won’t happen again.Thank you.
Dialogue 3 Restaurant Complaints
(W:Waiter G:Guest)
G:Waiter，it’s too cold here.Could you turn up the air-conditioning a bit?
W:I’m afraid not.Our restaurant is central air-conditioned.Would you mind putting on your coat?
G:I don’t care for eating with my coat on.
W:Well，would you like to change to another table?Look，there is a table by the window.It’s far from the air outlet.
G:Yes，I would.
W:Follow me，please，sir and madam.How would you like this table?
G:It’s much better.Thank you.
W:I’m glad you like it.Here is the meal you ordered.Please enjoy them.
G:Wait a minute.Your glass is stained.That spoiled my appetite very much.
W:I’m really sorry，sir.I’ll bring you another one right way.
G:The knife is so blunt that even can’t cut bean curd.
W:I’ll change it for a new one.Would you mind waiting for a while?I’ll be back right away.
G:It’s really an annoying night.
W:Here are the new glass and knife.I’m sorry to have caused you so much trouble.I assure you it will never happen again.A complimentary soup will be served to you in a minute to show our apology.
G:Ok，thank you.
W:Please enjoy your meal.
Dialogue 4 Complaint about Hotel Check-in
A:Good afternoon，sir.How can I help you?
B:Can you tell me exactly when I can check in?I’ve waited here for half an hour.
A:I’m really sorry，sir.You know，it’s the peak season.All of our rooms have been booked up.We have to wait for the previous guest checking out.
B:But you told me I could have a room in ten minutes just now.
A:I’m sorry.That guest extended his checkout time.Our room attendant is making up the room，and it will be ready soon.Please have a seat.I will check you in in a few minutes.
B:Please be quick.I’m really tired after the long journey.
(The next morning)
B:I have a complaint.
A:What’s the matter，sir?
B:My room is facing the main street，and the air conditioning is out of work.It’s noisy and hot.I just couldn’t fall asleep.
A:I’m really sorry to hear that.I will change you to a quiet room.Is that OK?
B:That’s all right.But make sure the shower nozzle can work well.I even couldn’t take a bath last night.
A:I do apologize，sir.I’ll call the attendant to check your new room carefully.I assure you that will never happen again.