Have you ever had to insist on getting a refund? When? Why? What was the outcome?, Who sorts out booking in your family? , Have you ever had to keep calling a company because of a poor customer service?, What was the last thing that was a waste of effort and/or time, in your opinion?, Have you ever bought anything that was delivered of the wrong model/size/colour? When? What did you do?, Is there anything in your flat/ at work which is falling apart?.

Speaking, Outcomes, UI, Unit 3

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