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CELPIP Speaking Task 6: Dealing with a Difficult Situation

CELPIP Speaking Task 6 Sample Answer: Delay in Service Appointment

By David

Your customer has booked a service appointment for appliance repair today, but due to an unexpected technician shortage, it needs to be delayed. The customer is relying on the repair for daily use and may be frustrated.…

Preparation
60 seconds
Speaking
60 seconds
Choice
Speak to person A or person B

The question

Your customer has booked a service appointment for appliance repair today, but due to an unexpected technician shortage, it needs to be delayed. The customer is relying on the repair for daily use and may be frustrated. You must communicate this professionally to maintain satisfaction.

Choice:

Either

Talk to the customer and explain the delay due to staffing issues, apologizing and offering a new slot with priority.

OR

Talk to the customer and explain the circumstances, suggesting a temporary workaround while rescheduling.

Excellent answer (transcript): around CLB 11–12

Thank you for your appointment booking—however, I'm afraid we must delay today's service due to an abrupt technician shortfall from multiple call-outs, which has strained our resources unexpectedly. I fully empathize with the disruption this causes to your routine and apologize sincerely for falling short of our commitment to timely assistance. As a resolution, I propose rescheduling for the first available slot tomorrow morning with expedited priority, coupled with a 20% service fee reduction as goodwill. If preferred, we could explore DIY troubleshooting tips in the interim; your feedback on an ideal time would help us align perfectly and reaffirm our dedication to your satisfaction.

105 words

Good answer (transcript): around CLB 7–8

Good day, I regret to inform you that there's a delay in your scheduled service appointment due to an unforeseen shortage in our technician team caused by illnesses. I understand this might inconvenience you, especially if the appliance is essential. To make up for it, we'll prioritize a new slot for early tomorrow and offer a discount on the service. Please let me know if that works or if there's another time. Your patience is appreciated.

76 words

Basic answer (transcript): around CLB 4–5

Hello, I'm sorry but your service appointment is delayed today. We have a shortage of technicians right now. We can do it tomorrow instead. I hope that's okay. Thank you for waiting.

32 words

The CLBs are estimates of the level each sample was written at, not official CELPIP scores. How we estimate CLB

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