Conversation 8: M4 and M5

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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) 23.03.2016
Recorder and sender id 3
Student assessor (university student, MA programme in English Studies) id 3
Student assessor (university student, MA programme in English Studies) id 4
Student assessor (university student, MA programme in English Studies) id 5
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.
M4
Skill areas in spoken English CEFR School grade
Interaction B2.1 8
Fluency B1.2 7
Pronunciation, intonation and stress B1.2 7
Vocabulary and structures B1.2 7
Grammar B1.2 7
Average value B1.2 7
M5
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
Students' assessments based on this conversation in part III of the exam
CEFR = Common European Framework of Reference for Languages
(see e.g. Europass)
Student id = 3
M5
Skill areas in spoken English CEFR
Interaction B2
Fluency B1
Pronunciation, intonation and stress C1
Vocabulary and structures B2
Grammar B2
Average value B2
Student id = 4
M5
Skill areas in spoken English CEFR
Interaction B2
Fluency B1
Pronunciation, intonation and stress B2
Vocabulary and structures B1-B2
Grammar B2
Average value B2
Student id = 5
M4
Skill areas in spoken English CEFR
Interaction B1
Fluency B1.1
Pronunciation, intonation and stress B1
Vocabulary and structures B1
Grammar B1.2
Average value B1

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

Turns Speakers and utterances
1 M4: Hello
2 M5: Hello, who's there?
3 M4: Er here's [censored: forename] speaking. Er I o- er recently ordered some er clothing er from your... er company and
4 M5: Mmhm
5 M4: I received some er... wrong clothing... when you- when I got those... //so//
6 M5: //[inaudible]//
7 M4: so wha- what should I do?
8 M5: Oooh that's bad erm really sorry but I think we have solution for this kind of problem so er what kind of size were you looking at and what did you get in your home?
9 M4: Er I was looking e- er I was er er I ordered er size er- two red T-shirts size medium //and//
10 M5: //Okay//
11 M4: I- I got like this green shirts that were size er small.
12 M5: //Oooh//
13 M4: //So//
14 M5: oh that's- that's bad. This is- this is common that we have also this kind of problems and... it- wa- this wasn't the er first time so... //so//
15 M4: //Okay//
16 M5: we could... do this... thi- this- this thing that you return your clothes to us that small size ones
17 M4: Okay
18 M5: and
19 M4: Yeah
20 M5: then we could... er... we could deliver the small size one shirts to you at home and it would be free.
21 M4: Okay, so you- I should er send- return these wrong ones //and//
22 M5: //Yes//
23 M4: and I get back these //er//
24 M5: //For free.//
25 M4: right ones //that I- //
26 M5: //For free.//
27 M4: I had ordered. //Okay.//
28 M5: //Yes,// because you have been struggling I see //and//
29 M4: //Yeah//
30 M5: it's not- we like to do some kind of benefit
31 M4: Okay
32 M5: too.
33 M4: S- Sounds fair
34 M5: Yes.
35 M4: to me. Okay.
36 M5: But thank you [censored: forename] for your call and have a good one.
37 M4: Okay. Thanks, bye.
38 M5: Bye bye.

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