● Read the memo below from the senior Regional Manager （Europe), Mile Mosby.● Complete the

● Read the memo below from the senior Regional Manager (Europe), Mile Mosby.

● Complete the record card.

● Write a word, phrase (in CAPITAL LETTERS) or a number o lines 41-45 on your Answer Sheet.

B&Z

From the Desk of Mile Mosby

The final thing is a complaint I got when I was in the Zurich branch on 3rd of this month. I know it was important because the woman actually complained to me directly on the day it happened. I was in the of rice and she found out somehow where I was and insisted on speaking to me personally. Apparently she'd come into the Feldstrasse office to talk to Bertha Nelson—she was our Marketing Consultant there—but was treated very impolitely. So the woman, Tina Williams, found me, told me what had happened and asked me to deal with it. Nelson had insulted her and virtually told her to take her business elsewhere.

I dealt with it because I was on the spot. I told Nelson 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 quite 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 Williams and to send her a 500 SFr gift token. I hope that is the end of the matter and it should convince them not to employ any more ex-geography teachers in Zurich.

Milo Mosby

Complaint Record

Date complaint received: (41) ______

Complaint addressed to whom: (42) ______

Branch: (43) ______

Position: (44) ______

Date of action complained about: (45) ______

Place of action complained of Feldstrasse office

(41)______