Conversation 5: M2 and F8

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Instructions given for the speakers
CALL TO A MAIL ORDER COMPANY

STUDENT A
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.

STUDENT B
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.

COVER AT LEAST THE FOLLOWING POINTS:
– Student A: Description of the problem
– Student B: Checking the customer details and when the order was made
– Discussing the solution
– Conclusion

Metadata
Title Value
File format (in FUSE) mp3
Discussion tags customer service, clothing, phone call
Recording sent to FUSE (date) 05.01.2016
Recorder and sender id 1
Student assessor (university student, MA programme in English Studies) id 6
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.
M2
Skill areas in spoken English CEFR School grade
Interaction B2.1 8
Fluency B2.2 9
Pronunciation, intonation and stress B2.2 9
Vocabulary and structures B2.1 8
Grammar B2.2 9
Average value B2.2 9
F8
Skill areas in spoken English CEFR School grade
Interaction B2.1 8
Fluency B2.2 9
Pronunciation, intonation and stress B2.1 8
Vocabulary and structures B2.1 8
Grammar B2.2 9
Average value B2.2 9
Student's assessment based on this conversation in part III of the exam
CEFR = Common European Framework of Reference for Languages
(see e.g. Europass)
Student id = 6
M2
Skill areas in spoken English CEFR
Interaction B2
Fluency B2
Pronunciation, intonation and stress B2
Vocabulary and structures C1
Grammar C1
Average value B2

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

Turns Speakers and utterances
1 M2: Err Hello, Zalando customer service, how may I help you today?
2 F8: Hello, em this is [CENSORED: forename]. I received these two pieces of clothing that don't really match my order. There's this shirt that's pink and it's supposed to be red [laugh] and then there's this dress that's a different size than what I ordered.
3 M2: Er alright, can you tell me when you ordered these?
4 F8: Er I ordered these about... two weeks ago.
5 M2: Alright so did you use er the basic mail or the express mail?
6 F8: Erm the basic.
7 M2: Oh alright and er could I have the name for the products?
8 F8: Ehm this red shirt is called... ehm... Aquarius and then this dress is called The Party Dress.
9 M2: Alright, could you just give me a minute.
10 F8: Sure.
11 M2: Er alright so you can choose between a full refund or you can send the er products back to us and we'll mail you the... actual ones.
12 F8: Okay, em if I send this is it like... like do I have to pay anything?
13 M2: No it's a- it's completely free.
14 F8: Okay, well I'll just send this back and hopefully I'll get my... em //clothings back//.
15 M2: //[laugh]// alright, very well //er//
16 F8: //[laugh]//
17 M2: Er we'll mail you the ones as soon as we get yours.
18 F8: Okay, thank you.
19 M2: Thank you, bye bye.

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