Page 173 - @ccess 2 Student´s Book

For our complaint

16. Read the following expressions that suggest solutions for a complaint.
• Compare them and find their similarities and differences. Look at the example.

Example: Differences
Similarities
- They propose a solution - One offers to give the customer’s
Let's think about your performance up to this moment
“I will reimburse you.”
to the customer. money back.

“We will exchange it for a new
one immediately.”

“I will report this situation so it
doesn’t happen again.”

• Discuss other expressions to suggest solutions you’ve heard and write them in

your notebook. Look at the example.
vision (n.): vista
Example: Expressions that suggest solutions
I would like to get a reimbursement for the glasses I got here, because they do not work.
I don’t think the glasses you gave me work. Can you check them, please?
Can I exchange these glasses for a new pair? These don’t improve my vision.

session 7 CHECKPOINT skill (n.):

habilidad

17. Let’s think about your performance up to this moment.

• Complete the following form in your notebook.
• Share the form with your teammates. Ask for feedback on your performance.

Self-assessment:
Listening strategies

Did you have any problems understanding while listening to the complaint?

How did you solve them?
What did you do to improve your listening skills?
What else could you have done to better understand this complaint?

172 Studentʼs Book / Practice 10