WEBVTT

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I really think we have to improve our delivery service.

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What do you mean?

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Well, look at all these complaints.

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That is not unusual for this department.

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We are, after all, the complaints department.

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Yes, but this month there have been more complaints

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than we normally get in a month.

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Can you tell me

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what the customers are complaining about?

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Well, for example, this customer is complaining

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that 25% of the goods

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were damaged when they arrived.

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And this customer is complaining

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that the order didn't arrive on time.

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How late was the order?

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We promised the customer

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that he would get the order

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last month, but yesterday

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he only got half the order.

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That is really not good.

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You are right about that!

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And this customer is complaining

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that the order he got was delivered on time ...

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So why is he complaining?

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Unfortunately his order was for 250

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electric ovens but he got 25 lamps.

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Hmm. That is not good.

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I will go and speak to the dispatch department now.

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Perhaps we can find out what the problem is.

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I think I know what the problem is.

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You do?

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Yes, the man in charge of the orders told me

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he is not very good at reading.

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So why is he in charge of the orders?

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He is the boss's son!