[00:00.000]Hello, Fred. It's Jean here.
[00:02.628]Hi, Jean.
[00:04.445]Sorry to bother you but I've just received a letter from a client here.
[00:09.676]She isn't happy and I need to reply as soon as possible.
[00:13.839]Really? What's the problem?
[00:16.433]Well, she's referring to a computer course in PowerPoint on the 25th April.
[00:23.038]Two people from her company Hollers and Fry were on the course.
[00:28.267]I think you mean on the 26th actually.
[00:32.136]The 25th was a Sunday.
[00:34.012]Oh, OK. Anyway, you know about it?
[00:38.200]Well, I wasn't here.
[00:40.641]I was supposed to be
[00:42.805]but I had to take the day off work
[00:44.707]because one of my children, she was sick.
[00:47.796]My wife was away
[00:49.722]so as a result I rang in early to see
[00:52.603]if we could get a replacement trainer.
[00:54.551]Anyway, we did and he was a little late.
[00:58.013]However, he's good.
[01:00.259]I know his work.
[01:01.868]And we added the lost time on to the end of each of the two days.
[01:06.664]Is that what they're complaining about?
[01:09.094]Well, that's one thing.
[01:11.909]I didn't know you added the time back on.
[01:14.636]That's useful to know.
[01:16.302]And it's also because of a room change or something.
[01:20.789]OK. Well, that's because of them sending two people.
[01:26.153]Despite having told them the course was full
[01:29.425]and we could only take one of their people they still sent two.
[01:33.616]So rather than send one of them home
[01:36.423]we were able to switch training rooms and deal with it.
[01:39.592]So that sounds like their fault.
[01:42.492]OK. And this last thing I'm less concerned about.
[01:47.819]What's that?
[01:49.028]Oh,
[01:50.057]she says my staff inform me that the approach of the trainer
[01:54.553]was to let participants "discover" solutions to problems
[01:58.298]rather than being told what to do.
[02:01.229]I'm sorry, Jean,
[02:03.283]but I'm always telling our computer trainers to follow a discovery approach.
[02:07.715]To do less talking and let trainees find out for themselves.
[02:12.058]And anyway, everyone else always gives us positive feedback because of this approach.
[02:18.116]I know.
[02:19.172]I understand.
[02:20.379]Don't worry.
[02:21.602]That's all I need to know.
[02:23.458]I'm sure I can sort it out.
[02:25.740]Thanks, Fred.
[02:27.070]Bye.

Hello, Fred. It's Jean here.
Hi, Jean.
Sorry to bother you but I've just received a letter from a client here.
She isn't happy and I need to reply as soon as possible.
Really? What's the problem?
Well, she's referring to a computer course in PowerPoint on the 25th April.
Two people from her company Hollers and Fry were on the course.
I think you mean on the 26th actually.
The 25th was a Sunday.
Oh, OK. Anyway, you know about it?
Well, I wasn't here.
I was supposed to be
but I had to take the day off work
because one of my children, she was sick.
My wife was away
so as a result I rang in early to see
if we could get a replacement trainer.
Anyway, we did and he was a little late.
However, he's good.
I know his work.
And we added the lost time on to the end of each of the two days.
Is that what they're complaining about?
Well, that's one thing.
I didn't know you added the time back on.
That's useful to know.
And it's also because of a room change or something.
OK. Well, that's because of them sending two people.
Despite having told them the course was full
and we could only take one of their people they still sent two.
So rather than send one of them home
we were able to switch training rooms and deal with it.
So that sounds like their fault.
OK. And this last thing I'm less concerned about.
What's that?
Oh,
she says my staff inform me that the approach of the trainer
was to let participants "discover" solutions to problems
rather than being told what to do.
I'm sorry, Jean,
but I'm always telling our computer trainers to follow a discovery approach.
To do less talking and let trainees find out for themselves.
And anyway, everyone else always gives us positive feedback because of this approach.
I know.
I understand.
Don't worry.
That's all I need to know.
I'm sure I can sort it out.
Thanks, Fred.
Bye.