Lesson 5 – Step 1 – Reading

Goal

Let’s start the lesson with some reading. You can read it on your own or play the audio and follow along.

Once you have finished, you can go to the next step.

THIS IS UNACCEPTABLE! 

To whom it may concern,

I am writing to tell you how annoyed I feel about your new staff members at the APEX Cinema. Last weekend my friends and I went to your cinema to enjoy a relaxing evening, unfortunately it was not relaxing at all. 

First of all, the employees were very rude and not friendly with us. They told us to wait while they chatted and laughed! Then the food was unacceptable, not only was the popcorn cold but the drinks were also hot! On top of that they refused to give us a refund because they said we didn’t ask for cold drinks, and that we should pay more attention next time!

This was completely unacceptable! I hope you will deal with this matter quickly and I expect free coupons for me and all my friends who were with me. I strongly recommend that you train your employees on customer service and teach them how to do their job correctly.

I expect to receive a quick reply to this letter.

Yours faithfully,

Suzanne Williams

Reflection

What do the sentences in blue have in common?

What do the sentences in green have in common?

The answers are in step 2.

Conclusion

Have you finished? Then you can move on to step 2.