this case study has two parts. At the first part you need to write down the telephone conversation as a dialogue. The dialogue must follow as five steps for conflict on the phone which I provide you on the second page of case study. Remember the customer is precisian. The length of the dialogue is 1.5 to 2 pages. At the second part you need to confirm to the client via email (using a reply to a complaint letter format), the agreement that your company and the campervan company are willing to accept. Remember you should write part two as a email.
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