Conversation 10: F12 and M6

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Instructions given for the speakers

You recently ordered a number of clothing items from a mail order company. When you open the package, you notice that you have been sent two pieces of clothing that do not match your order. You phone the company to find out what you need to do to correct the order.

You work in the customer services department at a mail order company that sells clothes. A customer has ordered a number of clothing items and phones you with a problem with two items received. You help the customer.

– Student A: Description of the problem
– Student B: Checking the customer details and when the order was made
– Discussing the solution
– Conclusion

Title Value
File format (in FUSE) mp3
Discussion tags customer service, clothing, phone call
Recording sent to FUSE (date) 02.04.2016
Recorder and sender id 3
Teacher id 1
Transcriber id 1
Teacher's assessment based on students' conversation in part III of the exam
CEFR = Common European Framework of Reference for Languages
(see e.g. Europass)
Teacher id = 1
Teacher’s note: Valid assessment would require more output from the students.
Skill areas in spoken English CEFR School grade
Interaction B2.2 9
Fluency B2.1 8
Pronunciation, intonation and stress C1 10
Vocabulary and structures B2.1 8
Grammar B2.1 8
Average value B2.2 9
Skill areas in spoken English CEFR School grade
Interaction B2.1 8
Fluency B2.1 8
Pronunciation, intonation and stress B2.1 8
Vocabulary and structures B2.1 8
Grammar B2.1 8
Average value B2.1 8

Link: a KWIC list and other statistical details of the conversation

Turns Speakers and utterances
1 M6: Hello this is company X and how sh- how w-... can I help you?
2 F12: Hello erm... I ordered... a few shirts about two weeks ago or so
3 M6: Okay
4 F12: and they arrived today and I looked in the package and there were actually wrong ones so they are not the shirts that I ordered and I would just like to found out if, you know, there's a solution for this.
5 M6: Hmm, I think that there is a solution but I need you to er... come to our place and bring the shirts that... that are wrong and... and I think we can solve it in here.
6 F12: Okay okay, that seems cool so... I'll just- could you give me the way where do I go, so to your office?
7 M6: Mmm yes and to our office.
8 F12: Okay when would be a right time?
9 M6: Mmm I think we have er... time... about in two days because we have been kinda... busy with those wrong orders //so you're not the only [inaudible]//.
10 F12: //Okay, oh I-// I understand, alright well... maybe I'll give you a call in two days and I'll see you at the office.
11 M6: Okay
12 F12: Okay, thank you, bye.
13 M6: Bye.

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