• Good morning, AFR International, how may I help you?

  -- Good morning, I want to speak with James Cook.- Hello, can I speak to James Cook?- Hi, James Cook, please.- I would like speak to James Cook.

• May I ask who's calling?

  -- My name is Steven Jacobs and I call from INT logistics.- My name is Steven Jacobs and I'm calling from INT logistics.- Steven Jacobs calling you from INT logistics- Steven Jacobs from a INT logistics company.

• I'm sorry, Mr Jacobs. I'm afraid Mr Cook is not in right now. Would you like to leave a message for him or should I just tell him you called?

  -- Well, it's very important matter.- Well, these are very important issues.- Well, this is a rather urgent matter.- Well, this is extremely urgent issue.

  -Is it a possibility to speak to someone else in your sales department?Is there possible to speak to someone else in your sales department?Would it be possibility to speak to someone else in your sales department?Would it be possible to speak to someone else in your sales department?

• Yes, of course. What is it about?

  -- I call about a consignment dispatched two days ago.- I'm calling about a consignment that was dispatched two days ago.- I'm calling due a consignment dispatched two days ago.- I'm phoning because a consignment dispatched two days ago.

  -We didn't receive it yet.We haven't received it yet.We never receive it.We never received it.

• I see. Let me think. Erm, I can put you through to Ms White, who is also our sales manager.

  -- It would be great, thank you.- It's great, thank you advance.- Thank you for your support.- Thank you very much in advance.

• Hold the line, please. I'll see if she's in.

  -- Excuse me?- In?- Ok.- Sorry?

AFTER ABOUT 10 SECONDS:

• Mr Jacobs?

  -- Speaking?- Speaking.- This is me.- Yes?

• She is at her desk. I'm putting you through.

  -- Thank you for your support.- Thank you.- Thanks to you.- Thanks.

• Sales department.

  -- Hello there, this is Steven Jacobs. I need Mrs White, please.- Hello, Steven Jacobs over here. Could I speak with Mrs White, please?- Hello, this is Steven Jacobs. Can I speak to Ms White?- Ms White is there?

• Speaking. What can I do for you?

  -- Hello, Mrs White. I was put through you from the switchboard- Hello, Mrs White. I was put to you from the switchboard.- Hello, Ms White. I was put through to you from the switchboard.- Hello, Ms White. I was transferred you from the switchboard.

  -I was told that Mr Cook isn't available at the moment and you might able to help.I was told that Mr Cook isn't available at the moment and you might be able to help.I was told that Mr Cook isn't available this time and you are able to help me.I was told that Mr Cook isn't available this time and you might be able to help me.

• Well, I'll try. What is it about?

  -- A consignment that left your company two days backwards.- I have a problem with a consignment that left your company two days ago.- I have a problem with a faulty product.- It's about a consignment that left your company before two days ago.

• Erm, would you happen to have the order number?

  -- Yes, certainly, I think might be RC7659.- Yes, of course, I guess RC7659.- Yes, of course, I think it maybe is RC7659.- Yes, of course, I think it should be RC7659.

• Thank you. Let me check that in my computer. Erm, yes, I can see that it was dispatched on November 22nd, which was two days ago. What seems to be the problem?

  -- The problem is that it is faulty.- The problem is that it was broken when we received it.- The problem is that we have not received it yet.- The problem is that you didn't send it.

• I see. That's strange because it was sent by DHL and you were supposed to receive it yesterday. Ok, we will have to check that with our logistics department. Do you think I could call you back?

  -- Erm, I don't know. I must check it.- Sorry, I don't think so. I need it urgently.- Yes, but I'm afraid I really need the package today.- Yes, call me back in five minutes.

• I understand, I will do my best, but first I have to check it with my colleagues. Could you please give me your phone number? I will call you back in 10 minutes, ok?

  -- I'm sure you have my phone number in your system.- My number is 985 643 556, but you surely have it.- Thank you very much.- That would be great, thanks. My number is 985 643 556.

• So that's 985 643 556.

  -- No, sorry, there seems to be a mistake.- No, the last digit is wrong.- Yes, that's right.- Yes, you are correct.

• Ok, Mr Jacobs. I will call you in a few minutes. And I 'm very sorry for the inconvenience, but I am sure the package is somewhere in your area right now. Please give me a few minutes and I will get back to you as soon as I know something.

  -- Can I hold the line, please?- Thank you. Could I hold the line, please?- Thank you. Please call me back soon.- Yes, ok, but call me back soon.

• Yes, certainly. Goodbye for now.
• Goodbye