HANDLING THE COMPLAINTS

2.1. Writing a Semi- formal Letter 2.1.1. Complimentary closing 2.1.2. Describing one’s skills and education 2.1.3. Offering apologies 2.2. Grammar and Sentence Structure/ Phrase focus

2.5. Training in Listening and Speaking 2.6. Test 2

2.4. Grammar and Sentence Structure/ Phrase focus 2.4.1. The verb “need” 2.4.2. Stop/ forget/ remember + to Verb/ V-ing 2.4.3. Phrasal and prepositional verbs 2.4.4. Verb or noun? 2.4.5. Past participle and adjectives used with specific prepositions 2.4.6

2.3. Dealing with complaints at the Aiport

2.2. Dealing with complaints in a Hotel 2.2.1. Accidents in Public Areas and Rooms 2.2.2. Laundry Service and Guest Rooms

2.1. Dealing with complaints in a Restaurant 2.1.1. Food 2.1.2. Service 2.1.3. Other problems