· Read the memo below from the senior Regional Manager (Asia), Robert
Cooker. · Complete the record card. · Write a word, phrase or number in
spaces 41-45 on your Answer Sheet.
B&Z From the Desk of
Robert Cooker The final thing is a complaint I got when I
was in the Hong Kong branch on 11th August. I know it was important
because the woman actually complained to me directly on the day it happened. I
was in the office and she found out somehow where I was and insisted on speaking
to me personally. Apparently she’d come into the London office to talk to Kate
Water — she was our Marketing Consultant there — but was treated very
impolitely. So the woman, Cindy Green, found me and told me what had happened
and asked me to deal with it. Water had insulted her and virtually told her to
take her business elsewhere. I dealt with it because I was on
the spot. I told Miss Water to come and see me at 2:30 in the manager’s office.
I was still waiting at 3:00. She eventually turned up and offered no apology.
She seemed quiet proud of being impolite to the customer and me and then fell
over. I could smell alcohol and she happily told me that she’d two bottles of
wine at lunch time. So, the fact that she was drunk during working hours was the
final straw. I had no alternative but to sack her then and there. I asked the
local manager to send our apologies to Ms Green and to send her a gift. I hope
that is the end of the matter and it should convince them not to employ any more
ex-geography teachers in Hong Kong. Robert Cooker Complaint
Record Date complaint received:
(41)
______ The person who the complaint is about:
(42) ______ Branch:
(43)
______ Position:
(44) ______ Date of action complained about:
(45) ______ Place of action complained of:
London
office