What day is our guided tour planned for – this Friday or next Monday?

Please, accept my sincere apologies for the inconvenience. I’ll fix this matter straight away! You'll get your money back within 24 hours.

I was charged twice for the same bank transaction! There must be a system error!

Sorry, I didn’t catch your name. Could you say it again, please?

My laptop keeps freezing.

Sorry, it’s not on the top of my head. I'll check my notes and tell you in a minute.

Hi, I'm Sarah Ashton from the marketing department.

What seems to be the problem? Can you describe exactly what happens when you try to open a file?