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CELPIP Speaking Task 6: Dealing with a Difficult Situation

CELPIP Speaking Task 6 Sample Answer: Delayed Refund Processing for Customer

By David

A customer has requested a refund for a defective product, but processing is delayed due to system audits. They're impatient and need the funds soon. You need to explain patiently to retain trust.

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

The question

A customer has requested a refund for a defective product, but processing is delayed due to system audits. They're impatient and need the funds soon. You need to explain patiently to retain trust.

Choice:

Either

Talk to the customer and explain the audit process, providing a timeline and offering store credit as interim.

OR

Talk to the customer and explain the verification steps, suggesting expedited options if they provide more details.

Excellent answer (transcript): around CLB 11–12

Thank you for initiating the refund—however, immediate processing isn't feasible amid our quarterly audit protocols, which verify transactions for accuracy and prevent errors, though this extends timelines. I empathize with your urgency for the reimbursement and apologize for the frustration, as seamless service is our goal. Anticipating resolution by week's end, I propose an instant store credit matching the amount or, with additional purchase proof, potentially accelerating via priority queue. Your cooperation enhances efficiency, and we're dedicated to a positive outcome—please advise on preferences

84 words

Good answer (transcript): around CLB 7–8

I appreciate your refund request, but processing is temporarily on hold due to mandatory system audits ensuring compliance. I know you need this resolved quickly, and I'm sorry for the holdup. We expect completion within five business days, and as a gesture, I can issue equivalent store credit immediately. Let me know if that helps tide you over.

58 words

Basic answer (transcript): around CLB 4–5

Hello, your refund can't be done right now. We have audits going on. Sorry for the delay. It should be in a week. Thanks for waiting.

26 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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