a Objectives Focus Warming up 8.1 What seems to be the problem? 8.2 We all make mistakes -sometimes 8.3 Complaining and apologizing a8.4 Friday afternoon: Delivery problems 8.5 Only the best is good enoug h 8.6 Monday morning: After-sales problems ■Sum-up Assignment◼ Objectives ◼ Focus ◼ Warming up ◼ 8.1 What seems to be the problem? ◼ 8.2 We all make mistakes –sometimes! ◼ 8.3 Complaining and apologizing ◼ 8.4 Friday afternoon: Delivery problems ◼ 8.5 Only the best is good enough ◼ 8.6 Monday morning：After-sales problems ◼ Sum-up ◼ Assignment