APPRENTICESHIP PROGRAMME MODULE 3

BAHAGIAN PENDIDIKAN TEKNIK &

VOKASIONAL

COMMUNICATION ENGLISH

MODULE 3
PROGRAM APPRENTICESHIP

TAHUN PENGAJIAN YEAR 2

MODULE 3
5.0 Interacting with clients and providing services
STANDARD KANDUNGAN
6.0 Making and responding to complaints

5.1 Make enquiries and order goods and services

5.2 Use the various language functions orally
5.3 Pronounce words clearly
5.4 Use correct intonation, stress and rhythm

STANDARD PEMBELAJARAN 6.1 Use a variety of language functions

6.2 Make a complaint about services and products orally
6.3 Respond to a complaint orally
6.4 Fill in a complaint form at a hypermarket, furniture and
electrical outlets.
6.5 Use electronic devices to make complaints

NO. KOD 1120

1
APPRENTICESHIP PROGRAMME MODULE 3

Standard Curriculum Document

KVM, KPM

APPRENTICESHIP PROGRAMME

__________________________________________________

MODULE : COMMUNICATION ENGLISH

MODULE 3
INTERACTING WITH CLIENTS AND PROVIDING SERVICES
MAKING AND RESPONDING TO COMPLAINTS

__________________________________________________

2
APPRENTICESHIP PROGRAMME MODULE 3

INTERACTING
WITH CLIENTS
AND PROVIDING
SERVICES

3
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.1: ORDERING FOOD
HANDOUT 1

Ordering a Meal

Waiter :Hi. How are you doing this afternoon?

Customer :Fine, thank you. Can I see a menu, please?

Waiter :Certainly, here you are.

Customer :Thank you. What's today's special?

Waiter :Grilled tuna and cheese on rye.

Customer :That sounds good. I'll have that.

Waiter :Would you like something to drink?

Customer :Yes, I would like a coke.

Waiter : Here you are sir. Enjoy your meal!

Customer :Thank you.

4
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.1: ORDERING FOOD
WORKSHEET 1

Fill in the blanks with the correct word based on the dialogue.

Waiter :Hi. ___________________ this afternoon?

Customer :Fine, thank you. ______________________?

Waiter :___________, here you are.

Customer :Thank you. _____________________?

Waiter :Grilled tuna and cheese on rye.

Customer :That sounds good. ____________________.

Waiter :___________________ something to drink?

Customer :Yes, I'd like a coke.

Waiter :____________________. Enjoy your meal!

Customer :Thank you.

5
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.2: MAKING RESERVATION
HANDOUT 2

Getting a Room for the Night

Receptionist :Good evening. Can I help you?

Customer :Yes, please. I wouldd like a room for the night.

Receptionist :Would you like a single room, or a double room?

Customer :A single room, please. How much is the room?

Receptionist :It's RM170 per night.

Customer :Can I pay by credit card?

Receptionist :Certainly. We take Visa, Master Card and American Express.

Could you fill in this form, please?

Customer :Do you need my passport number?

Receptionist :No, just an address and your signature.

Customer :Here you are.

Receptionist :Here's your key. Your room number is 212.

Customer :Thank you.

Receptionist :Thank you. If you need anything, dial 0 for the reception area.

Have a good stay!

6
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.2: MAKING RESERVATION
WORKSHEET 2

Fill in the blanks with the correct word based on the dialogue.

Getting a Room for the Night

Receptionist :Good evening__________________________

Customer :Yes, please. ________________________

Receptionist :___________________ a single room, or a double room?

Customer :A single room, please. How much is the room?

Receptionist :It's RM170 per night.

Customer :_______________pay by credit card?

Receptionist :Certainly. We take Visa, Master Card and American Express.

______________ fill in this form, please?

Customer :________________need my passport number?

Receptionist :No, just an address and your signature.

Customer :Here you are.

Receptionist :Here's your key. Your room number is 212.

Customer :Thank you.

Receptionist :Thank you. ____________________, dial 0 for the reception area.

Have a good stay!

7
 APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING SERVICES

TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.3: MAKING ENQUIRIES
HANDOUT 1

Study the pictures below.

Can I speak to
Yes of course. you for a
What about? moment?

Is it OK if I miss the Well, not

English lesson really.
tomorrow?

You can Do you mind if I

borrow some if look at your CDs.
you want.

8
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.3: MAKING ENQUIRIES
WORKSHEET 1

Match the sentences with the correct reactions.

Can I have a glass of water? Yes of course. What about?

Is it OK if I make a phone Oh, sorry, I said we only have RM50

call? tickets left.

Could you say that again,

Well, all right. If it’s a local call.
please?

Can I speak to you for a

Oh sure. The remote’s on the table.
moment?

Do you mind if I look at your

Well, not really. Why can’t you come?
CDs.

Is it OK if I miss the English

Of course, there’s a bottle in the fridge.
lesson tomorrow?

Could you move over,

You can borrow some if you want.
please?

Do you mind if I turn the TV Yes, sorry. I didn’t realise you wanted to
up? sit down

9
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.4: MAKING AND RECEIVING CALLS
HANDOUT 1

Listen to the telephone conversation. Role-play the conversation.

The telephone rings.

Dealer : Haruman Kasturi Sdn. Bhd. Good morning.

Caller : Good morning.

Dealer : Yes Madam. I am Rashidah. May I help you?

Caller : I’m Encik Rezuan. I wish to order some workbenches for my workshop from

your company.

Dealer : Thank you sir for trusting our company. I’m the Sales Manager here.

May I know your full name, please?

Caller : It’s Rezuan Bin Mazlan. What is the price for a workbench?

Dealer : We do have a few types of workbenches. The price ranges from as cheap

as RM 70.00 to RM 300.00. Do you have any particular type in mind?

Caller : No. I am looking for a simple workbench. Maybe around RM 150.00 each

Dealer : You are lucky. We do have a simple workbench of that price. It is a basic

workbench for everyday work.

Caller : Do you give any discount?

Dealer : That is after discount, sir. The original price is RM 200.00.

Caller : Great. I would like to buy four workbenches. When can I get them?

Dealer : We can send them to you in three days and our workers will send them

to your workshop.

Caller : Thank you. I’ll come to your company to pay the deposit. Nice talking to you.

Dealer : Thank you sir. Have a nice day.

10
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.4: MAKING AND RECEIVING CALLS
WORKSHEET 1

Complete the dialogue. Fill in the blanks with suitable words. Role-play the dialogue.

The telephone rings.

Dealer : _________________________ Sdn. Bhd. Good _________________.

Caller : Good ___________________.

Dealer : Yes sir. I am ________________. May I help you?

Caller : I’m ________________________. I wish to order some ________________

for ________________________ from your ___________________.

Dealer : Thank you sir for trusting our company. I’m the Sales Manager here.

May I know your full name, please?

Caller : It’s ________________________. What is the price for a ______________?

Dealer : We do have a few types of ____________. The price ranges from as cheap

as RM ________ to RM _______ Do you have any particular

type in mind?

Caller : No. I am looking for a _________________. Maybe around

RM 150.00 each

Dealer : You are lucky. We do have _______________________ of

11
APPRENTICESHIP PROGRAMME MODULE 3

that price. It is a ___________________________ for

_______________________.

Caller : Do you give any discount?

Dealer : That is after discount, sir. The original price is RM 200.00.

Caller : Great. I would like to buy _____________________. When

can I get them?

Dealer : We can send them to you in three days.

Caller : Thank you. I’ll come to your company to pay the deposit. Nice

talking to you.

12
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.4: MAKING AND RECEIVING CALLS
WORKSHEET 1

Complete the dialogue. Find in the blanks with suitable words.

The telephone rings.

Dealer : _________________________ Sdn. Bhd. Good _________________.

Caller : Good ___________________.

Dealer : Yes sir. I am ________________. May I help you?

Caller : I’m ________________________. I wish to order some ________________

for ________________________ from your ___________________.

Dealer : Thank you sir for trusting our company. I’m the Sales Manager here.

May I know your full name, please?

Caller : It’s ________________________. What is the price for a ______________?

Dealer : We do have a few types of ____________. The price ranges from as cheap

as RM ________ to RM _______ Do you have any particular type in mind?

Caller : No. I am looking for a _________________. Maybe around RM 150.00 each

Dealer : You are lucky. We do have _______________________ of that price. It is a

___________________________ for _______________________.

Caller : Do you give any discount?

13
APPRENTICESHIP PROGRAMME MODULE 3

Dealer : That is after discount, sir. The original price is RM 200.00.

Caller : Great. I would like to buy _____________________. When can I get them?

Dealer : We can send them to you in three days.

Caller : Thank you. I’ll come to your company to pay the deposit. Nice talking to you.

Dealer : Thank you sir. Have a nice day.

14
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.5: FACE TO FACE INTERACTIONS
HANDOUT 1

Study the dialogue below. Read it aloud. Then role-play the dialogue.

Sales girl : Hello. Welcome. May I help you, sir?

Customer : Hello. I am looking for workbenches.

Sales girl : Do you have any particular workbench in mind? We have everything
from the basic ones to the custom-made workbenches for workshops.

Customer : I’m looking for a basic workbench. I want a simple and strong.

Sales girl : Are you using it for everyday work or heavy-duty work?

Customer : A basic one for everyday work. Something worth around RM150.00.

Sales girl : Come and look at the selections that we have.

Customer : That brown one. It looks strong and durable.

Sales girl : Okay. Can you follow me to the office?

Customer : Yes, please. Thank you.

Sales girl : This is our manager. He will help you with the order.

Customer : Good. Thank you.

Manager : Yes sir, did you find the one you like?

Customer : Yes. I would like the brown workbench.

Manager : Good. My workers can send it to you by tomorrow.

15
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: INTERACTING WITH CLIENTS AND PROVIDING

SERVICES
TOPIC 1: MAKE ENQUIRIES USING APPROPRIATE EXPRESSION
ACTIVITY 1.5: FACE TO FACE INTERACTIONS
WORKSHEET 1

Study the dialogue below. Fill in the blanks in the dialogue to create new situations.
Use your own words. Then role-play the dialogues.

_________ : Hello. Welcome. May I help you, ____________?

_________ : Hello. I am looking for ___________________.

_________ : Do you have any particular _________ in mind? We have

everything from the __________ to the _______________ for
workshops.

_________ : I’m looking for ______________. I want a _________ and

_________.

_________ : Are you using it for everyday work or heavy-duty work?

_________ : A _________ for everyday work. Something around RM _________

each

_________ : Come and look at the selections that we have.

_________ : That ______________ one. It looks ____________and

______________

_________ : Okay. Can you follow me to the __________________.

_________ : Yes, please. Thank you

_________ : This is _______________. He will help you with the order.

_________ : Good. Thank you.

_________ : Yes sir, did you find the one you like?

_________ : Yes. ____________________

_________ : Good. My workers can send _______ to you by tomorrow.

16
APPRENTICESHIP PROGRAMME MODULE 3

MAKING AND
RESPONDING TO
COMPLAINTS

17
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES
ACTIVITY 1.1: WRITTEN FORM
HANDOUT 1

Sample of complaint form.

Mr. Yussof bin Hassan 9319300

Tg. Malim Perak

13 Lorong Orkid 8
Taman Bukit Slim
35800 Slim River
Perak
yussofhassan@gmail.com
05 452 8408 013 1234567

Panatonic 40” LED Television

Black spots on the screen

The black spots will be there

after 30 minutes I switched on
the television.

18
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES
ACTIVITY 1.1: WRITTEN FORM
WORKSHEET 1

Fill in the form using the situation given below.

Product: Samseung Washing Machine

Nature of Complaint: Water overflow

19
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES
ACTIVITY 1.1: WRITTEN FORM
WORKSHEET 2

Fill in the form using the situation given below.

Product: Cokia Smartphone

Nature of Complaint: Screen malfunction

20
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES
ACTIVITY 1.1: WRITTEN FORM
WORKSHEET 3

Fill in the form using the situation given below.

Service: McDonnell counter service

Nature of Complaint: Rude front counter receptionist

21
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES
ACTIVITY 1.2: ONLINE FORM
HANDOUT 2

Sample of online complaint form

Sirajuzz Huzaizi bin Ahmad

-

97 Jalan Melati
Shah Alam
Selangor
03 4567 8900
03 4567 7654
03 4567 8900 ext 111
0111 123 4567
03 4567 0000
gabanforever@mailaku.com
Black spots on Panatonic 40” LED Television

00000

22
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES
ACTIVITY 1.2: ONLINE FORM
WORKSHEET 1

Fill in the form using the situation given below.

Product: Samseung Washing Machine

Nature of Complaint: Water overflow

23
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES
ACTIVITY 1.2: ONLINE FORM
WORKSHEET 2

Fill in the form using the situation given below.

Product: Cokia Smartphone

Nature of Complaint: Screen malfunction

24
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 1: FILL IN FORMS OF COMPLAINTS AND SERVICES
ACTIVITY 1.2: ONLINE FORM
WORKSHEET 3

Fill in the form using the situation given below.

Service: McDonnell counter service

Nature of Complaint: Rude front counter receptionist

25
 APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 2: RESPONDING TO COMPLAINT
ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT
HANDOUT 1

Expressions Used for Handling Customer’s/Guest’s Complaints

I don’t feel
Certainly
comfortable madam. How
wearing these about we try
shoes. Can I try this one?
another one?

Well sir, you

ordered the Why is my
steak very well order taking
done and it so long?
takes a little
longer.

There are not

I’ll have
enough towels in
housekeeping
my room.
deliver more
towels to your
room right
away sir.

26
APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 2: RESPONDING TO COMPLAINT
ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT
HANDOUT 2

More Examples of Expressions Used for Handling Customer’s/Guest’s Complaints

Complaint: The sink is leaking in the bathroom.

Response: Sorry for the inconvenience, maintenance will be by shorty to fix the
problem.

Complaint: This tread mill doesn’t seem to be working properly.

Response: I’m sorry miss, why don’t you use that one over there.

Complaint: I specifically requested an ocean view, but the room I was given has a
view of the pool.
Response: I’m sorry about the mix up sir, we’ll change your room immediately.

Complaint: This soup is not warm enough.

Response: I apologize for that ma’am. I’ll have the chef warm it up immediately.

Guest : This tea is sweetened, and I specifically wanted unsweetened tea.

Staff: I’m sorry ma’am. I’ll bring an unsweetened tea immediately. Please excuse the
mistake.
Guest: No problem, things happen.
Staff: Here’s your tea ma’am. Let me know if I can be of further assistance. Enjoy the
rest of your meal.
Guest: Thank you.

27
 APPRENTICESHIP PROGRAMME MODULE 3

MODULE 3: MAKE AND RESPOND TO COMPLAINTS

TOPIC 2: RESPONDING TO COMPLAINT
ACTIVITY 1.1: RESPONDING ORALLY TO COMPLAINT
WORKSHEET 1

Choose the correct response for each complaint below.

Why is my
order taking
so long?

There are not

enough towels in
my room.
.

I don’t feel
comfortable
wearing these
shoes. Can I try
another one?

28