1 Can you give me more details, please?
a) Yes, the CPU has a defect.
b) I ordened it on your webside a week ago.
2 I apologise for the inconvenient.
a) Well, I hope this won't happen again.
b) That's OK, I apreciate your help.
3 I want a refund!
b) I'll ask my manager.
c) I'm sorry, we can't give you your money back.
4 Will you correct the mistake right away?
a) We'll replace the part inmediately.
c) We're sorry about that.
5 Our order still hasn't arrived!
b) Our records say it was delivered to you on friday.
c) I'll look into that and call you right back.
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