Worksheet for the listening "Difficult clients".

1. DIFFICULT CLIENTS WORKSHEET
Say how our expert analize the following chunks of language used in each
situation:
1st clip
a) Can I take your name?
b) Would you like to just explain from the beginning what’s happened?
c) I understand you are having a few problems.
d) I’m sorry for that wait.
e) As you can imagine.
f) I can actually look into that for you.
2n clip
a) Let me check for you.
b) I’m sorry for the inconvenience.
c) I can assure you we we’ll do everything we can.
3rd clip
a) It’s not going to help if you start getting angry.
b) I’m here to help.
c) I take your point/ I understand / I can assure you.