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Show exercises:

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Exercise 1

Match the words and experssions with their translations.

Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Exercise 2

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Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

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Exercise 3

Drag and drop the words into the correct places in the text.

Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Exercise 4

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Translate the words and phrases provided in brackets into English. Full spelling correctness is required.

Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Exercise 5

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Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Exercise 6

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W (woman, 60): Can I talk 1. Tu uzupełnij, please? M (manager, 35): I’m the manager. How can I help you, Madame? W: I’m afraid I 2. Tu uzupełnij the service at your restaurant. M: Have you encountered any troublesome waiters? W: Precisely! M: Could you describe the situation in more detail? W: Well, my waiter was terrible at his job. He mixed up my order twice, didn’t apologise, and rolled his eyes when I complained. Never have I 3. Tu uzupełnij service! M: I’m terribly sorry for this, Madame. W: I’m afraid the apology is not enough. I’d like to 4. Tu uzupełnij for the services rendered. M: Yes, Madame. I’d like to 5. Tu uzupełnij for your meal. Would that work for you? W: It would, thank you very much. With the money back in my pocket, I can forget about the whole ordeal. M: I’m glad to hear that, Madame. In the future, please ask 6. Tu uzupełnij as soon as an issue occurs. As the management, I’ll be more than happy to help.

Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Exercise 7

Enter the role of a dissatisfied customer. Look at the issues below and write 5‑6 sentences on how you’d convey them to the customer service.

1. Receiving the wrong item

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(Uzupełnij).

Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Show hintazurewhite

I’m afraid I received… / I think you may have sent…

I ordered/I placed an order for… and I got/but instead, I received…

You must have made a… / You must have mixed‑up…

I’d like to ask for… / I’d like to send the item… / I have a prepaid return label…

Show answerazurewhite

I’m afraid I received the wrong item. Last week, I ordered a blue jumper, but instead, a red jumper came. You must have mixed up the orders. As such, I’d like to exchange this jumper for the one I ordered. I have a prepaid return label, so I’d like to send the red jumper back and get the right item in exchange.

2. Receiving a damaged item

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(Uzupełnij).

Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Show hintazurewhite

I must inform you that…

Unfortunately, it came… / the product was…

I don’t know if it’s the fault of the… or the… but I’d like to ask for…

I have a prepaid return label, so…

I ought to inform you that… / I’m looking forward to…

Show answerazurewhite

I must inform you that the product I received was damaged. Unfortunately, it came split in two, so I can’t use it now. I don’t know if it’s the fault of the store or the shipping company, but I’d like to ask for a full refund. I have a prepaid return label, so I can send it back right away. I ought to inform you that if I don’t hear back within a week, I’ll be forced to write a letter of complaint.

Exercise 8

On your trip to England last week, you visited a restaurant and you were disappointed with the service you received. Write a letter of complaint (200–250 words) to the customer service manager in the chain of the restaurants to explain why you were not satisfied with your visit.

Exam tipazurewhite

Podczas swojej wizyty w Anglii w zeszłym tygodniu odwiedziłeś/odwiedziłaś restaurację i byłeś/byłaś rozczarowany/rozczarowana obsługą. Stwórz list z reklamacją (200–250 wyrazów) kierowany do kierownika działu obsługi klienta sieci restauracji, w którym wyjaśnisz, dlaczego wizyta cię nie usatysfakcjonowała.

Napisz swoją wypowiedź w języku angielskim. Podpisz się jako XYZ.

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(Uzupełnij).

Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Dear Sir or Madame,

I am writing to express...

The other day/yesterday/last week/last month, I visited a… / I wanted to see/try/join the…

Unfortunately, the service was… / My food was… / The waiter did not act… / I had to wait in a…

I asked for the manager and… / I said that the behaviour was… / I asked for… / I complained about…

The manager seemed… / The manager told me that… / The manager did not seem…

Yours faithfully,

XYZ

Dear Sir or Madame,

I am writing to express my disappointment with the service I received during my recent visit to your restaurant. I decided to write this letter because I believe it is important for you to be aware of the issues.

Last week, I visited a popular Italian restaurant. Everyone talks about it and I wanted to see why.

When I sat down, it took 20 minutes for the waiter to take my order. Unfortunately, he was not professional at all. When I asked about the dish of the day, he rolled his eyes and told me to stop bothering him!

I asked for the manager and told her the behaviour of the waiter was unacceptable. I also asked for reimbursement since my food arrived cold.

She told me that since I do not belong to the loyalty programme, she can only offer me a free dessert. She did not seem bothered at all.

I feel very disappointed that is why I have decided to try other places until this issue is resolved.

Can you take steps to prevent similar issues in the future? I believe your restaurant has the potential to provide great service, and I look forward to seeing improvements.

Yours faithfully,

XYZ

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