o: P. Jones
From: Luisa Gambon
Date: 21 November 2002
Subject: Lateness
Mr Jones,
I have noticed that you often arrive late for work ,especially on Monday mornings. As your colleagues are starting to complain about that, you understand that unless this habit changes,I will take disciplinary action against you. Come and see me tomorrow at 9 a.m.. in my office.
Thank you
Band 5
All content points are covered, using natural sounding language and a consistently appropriate tone.
PART TWO Sample C
Report on customer complaints
INTRODUCTION
This report has the purpose of presenting the reasons for customer complaints in 2002.
FIELDINGS
The customer complaints received in 2002 were 300 in January .Then they increased to 540 in February because of the computer system’s breakdown.
In March they fell to 230 because an improved order system was introduced.
The reasons for complaints from January to March were analysed:
Firstly the company received complaints for incorrect orders delivered .These errors were fewer in March.
Secondly the time taken to deliver is too high ,but the company has planned to recruit new agents.
Finally customers complain for the poor product quality. In order to solve this problem more quality controls are making.
CONCLUSIONS
At the moment all customers aren’t satisfied but many measures have been taken to improve their satisfaction.
Band 4
There is a satisfactory range of structures, with some errors, but these do not impede understanding. The content points are adequately covered, and the register is appropriate. The information is generally well organized, using headings and other discourse markers.
LISTENING
PART ONE
1 JAYE 2 CUSTOMER SERVICES
3 OFFICE ASSISTANNT 4 457.60
5 EUROPE HOLIDAYS 6 BUSINESS CARDS
7 MARKETING EXECUTIVES 8(THE) (COMPANY) LOGO
9 INFORMATION PACK 10 PARK HOTEL
11 FRONT HOTEL 12 NEW DESIGNS
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