Transcripts

1 a lot. Forme,it'sgood,becauseI travelwithmy

OK.Welcomeeverybody. Ah, my name'slvanMagnusson. iob as a trainer.
And,also,I'min customerservice,
I'myourtrainerfor this two-daycourse.A course,as you so ...
know,calledInternational David You'rethe perfectsecretagent.
Customer
Service.Um ...to
begin,I justwantto explain, quickly,
whatI do.Andthen lvan Yeah.And I enjoyit. I don'tlike the paperwork,
you can talk aboutyouriobs.So I'man exportconsultant. but the restis goodfun ...OK, let'slook at some
I specialisein services... examplesof bad customer service...

2 6
(Rep : Representative)
Ella My name'sEllaGrady.I'min the customer service
department. I'mthe European Woman So you makeplasticanimals.
customer service
manager. So, um ...I look aftercustomer Rep That'sright.Atl life-size.Cows,horses,sheep...
service
for Europe. Woman They?everyrealistic. ...Oh,and theymove!
lvan So areyou in chargeof the department? Rep Theirheadsmove.Theymakesounds,if you iust
Ella I'mnot the department manager, no. I reportto touchthem...
the customerservicemanager. He'sin chargeof Woman Oh!
Rep Theydon'twalk!Ourcustomers preferthemto
the department.
David She reportsto me! stayin one place.
lvan Ah!The boss is here! Woman Yes,right.So who areyourcustomers? Wheredo
you sell thesethings?
David I'mafraidso!
lvan And is yourboss here? Rep We sell a lot to fun parks,shoppingcentres,
playgrounds ...Chitdren all overthe worldlove
David No,she isn'ton the course.Fortunately!
lvan I see.So, Ella,you aren'tthe department manager, them.We exportto twenty-five countries.
but do you havea team...in the department? Woman Really?| managea smallfun parkin Germany.
Yeah,I managea smallteamof assistants. It'sfor childrenup to twelveyearsold.
Ella Five
people.They?enot all here- lust two of them. Rep Well,theseare perfectfor that age.We havea lot
lvan Right.And how big is the regionyou tookafter? of customers in Germany. We workwith
Ella We'reresponsible for customers in Europe,um ... a companycalledDDA,in Frankfurt. Theyinstalt
eighteencountries, altogether. our products, and lookaftermaintenance and
lvan And do you havedirectcontactwithcustomers? Do after-salesservicefor all our Germancustomers.
you speakto them? Woman Right.So whatcountryareyou from?
Ella Oh yes.The difficultones,usually!| dealwith Rep FromCanada.We havea factorynearMontreal.
problemsmostof the time. We manufacture áll our oroductsthere.
lvan So you dealwithdifficultcustomers? Woman Oh, I see....Can I iust ...?
Rep Sure...
Elta Quitea lot,yes.
David She has a difficultboss.as well! 8
lvan Oh, I see!
t
4 Waiter EverythingOK?
David Yes,finethanks.Excellent.
lvan OK. Next,I wantto giveyou someexamplesof bad
Waiter Can I getyou anythingelseto drink?Or to eat?
customerservicein hotels.Whyhotels?Well,I have
David Nothingfor me.I'mfine,thanks.lvan?
a secretjob - a part-timejob. I'ma spy....I know
lvan No thanks.I'mfull,thankyou.
I don'tlook líkeJamesBond,but it'sperfectly true.
David I thinkwe'reatl OK. I thinkit'stimeto get back,
I workfor a hotelcompany. lt'sa chainof hotels.
Couldwe havethe bill,please?
actually.
Thereareaboutten otherpeoplewho do thisiob -
Waiter 5ure.
I'mnot the onlyone.And ...we checkcustomer
servicein the hotelswe stayin. WhenI travelon 2
business,I stayin a hotetthat'sínthe chain.So ... Waiter Hetto.
as a spy,I checkthe qualityof service.And after lvan Hello.We havea reservation. The name's
my stay,I writea report,um ...it doesn'ttakelong. Magnusson. A tablefor three.
And,in return,my room'sfree.I don'tpay. Waiter Yes,OK. lf you'dlike to comethis way,please.
David So, peoplewho do this,peoplelikeyou,do it part- lvan Thanks.
time?Theytravela lot?
lvan That'sright.Obviously, you haveto stayin hotels

774
 Transcripts

3 tl
Waiter Dessert? Rowan So, the mainthingis, we wantcreativepeople.
Ella Yes,couldI havethe applepie,please.
ludith Mmm,yes,and creativepeoplewho canwork
Waiter Applepie. hard.We'relookingfor youngpeople,it'sprobabty
David Justa coffeefor me,please....Wouldanyoneelse theirfirstjob,they'vegot no experience, um ...so
like coffee? I thinkwe needto makethatclear.lt'shardwork.
Ella I'll haveone aftermy dessert. And evenlittlethings- gettingto workon timein
Waiter OK.Wouldanyoneelse like dessert? the morning, for example...the simplethingsare
4 extremely important. We wantreliablepeople.
Waiter Are you readyto order? It soundsobvious,but ...
Ella Yes.Forme,um ...To start,the tomatosoup, Rowan Yeah.We wantpeoplewho are professional.
please. That's...
David Yes,the samefor me,please.Thetomatosoup. ludith Yes,that'sthe word.
Waiter Whatwouldyou like for the maincourse? Rowan What...extraskills does a creativepersonneedto
Ella I'dlike salmonwithriceand peas,please. be a professionat? | mean,for example, we want
David The lamb,with peasand carrotsfor me,please. themto workwith differentpeopleas well - to
lvan? changeteams.That'sone of our creative
lvan justa maincourse.
I don'twanta starter, strategies, isn'tit?We don'thavethe samepeople
Can I havesteak,chipsand peas,please? workingtogether all the time.
Waiter Howwouldyou likethe steak? Judith Yes.So theyneedto copewithchange.
lvan Um ...Medium,please. Rowan To copewith stress.
Judith Sure.
9 Rowan Theyneedthe confidence to presentand explain
Vanessa So whereareyou woiking,exactly, in France? ideas.
lohn In the Jura. lt's not far fromSwitzerland. Judith That'strue.
Vanessa Right.And you?ebuildíng a hotet? Rowan And there'sthe problemof understanding what
fohn We'reconverting a farmhouse intoa hotel.lt's the clientswant.lt'snot alwaysclear.
very,um ...it's a veryold house.Whenwe Judith That'sthe manager's job,though.Thecreative
started,it had no windows,no doors...it was teamaren'tresponsible for analysingthe client's
a ruin,basically. needs.Lateron, whenwe talk about...
Vanessa And now?
Well,now,mostof the work'scomplete. I'm 13
John
stayíng in one of the rooms,in fact.So, um,|'m Judith Marcoworksfor PAF,he'sin the creative
the firstguest. department, we knowhim,he knowsus ...but is
Vanessa You'rethe boss,though,so you'renot payíng. thatan advantage?
lohn Oh, I'mpaying!Thisproiect's costinga fortune! Rowan Well,we wantsomeoneto managethe
Vanessa I see.Well,that'sone of my questíons, actually. department. We needa managerto makethe new
What'syourbudget? strategywork.We don'treallyneednew ideas.
lohn Um ...the total budgetl five hundredand sixty Marco'sexperienced, he knowsthe companywell,
thousandeuros...and I'mpayinghalfof that. and he knowswhatwe want.I thinkhis
Richardand KathyMillsarepayingthe rest. experiencewithPAFis a big advantage. Hiring
They'remy businesspartners. someonenewis ...it'sobviouslya rísk.
Vanessa And yourbusinesspartners are hotelmanagers. fudith Yeah.But makingMarcothe department
ls that right? manager's also a risk.OK, he enioysworkingfor
lohn That'sright.I'mmanaging the proiect- the the company, he'snot goingto leavesuddenly,
construction. And they'restill livingand working he'spopularin the department, but ...that doesn't
in the UK at the moment,organising the website meanhel goodat managing a team.
and the marketing material,you knoq brochures Rowan Butthe numberone priorityis the newstrategy.
and things.Thentheyplanto lívehereand Themanager hasto sell the newstrategy to the
managethe hotelwhenit'sfinished. team.We knowMarco'sa goodsalesman. He líkes
Vanessa I see.So, how longareyou stayingin France? sellingideas.
What'sthe schedule, fromstartto finísh? ludith Yeah....But,whataboutthe otherpeop[eínthe
lohn Um ...eighteenmonths.And we'remoreor less department? Theyworkwithhim at the moment.
on schedule. At the moment,we'reworkingon Whathappensif theyhaveto workfor him?
the bathrooms. We'rehavingone or two Rowan oh' I thínkhe can copewithall that...
problemswith...

775
 Transcripts

Caroline Oh,sure.So,whatarethe bestplacesto see? lake Yeah. lt was a marketingvideo, for a chemicals
Alistair The nicestpartof the country's the Southlsland, company.They wanted to film different... parts of
in my opinion,anyway. You go to the mountains the factory.The first problemwas the heat. lt was,
there,the Southern Alps,and it's...oh, it's ... I don't know what the temperaturewas, exactly,
beautiful. but it was extremelyhot.
Caroline So, do you needa car,to travelround? Client So it was difficultto work?
Alistair Yeah.Or you can renta campervan.Thatl what lake Well, the troublewas, it was too hot for the
a lot of peopledo. Thereare hundredsof camera.
campsites, whereyou can ...you know...park Ctient Oh, right.So what did you do?
and ... Jake We put the camerain a box, to protectit.
C a r o l i n e Yeah.Yeah. We madea box,witha smallholein the front...
Alistair I knowthatareaprettywell,so ... Client Yeah.
C a r o l i n e So, canyou recommend somecampsites? Jake And,we filmedwiththe camerain the box.
Alistair Yeah,I can giveyou somegoodaddresses. Client And did it work?
There'sone campsite, nextto a lake... fake Yeah,it workedOK.
Client So how did you makethe box?Whatdid you use?
u Jake Justwood.Nothingcomplicated. ...So, anyway,we
Rob So, to startwith,I wantto talk about...the finishedfilmingin this hot area...and thenthey
bicycle- a verysuccessful invention.Any ideas wantedus to filmwithno light.Theyhad another
why?Whatarethe mainadvantages of bikes? production processwhere,um ...theycouldn't
Woman1 Theydon'tcostmuch. haveany tightat all. lt was completely black.
Rob OK. Ctient And theywantedyou to filmit?
Man They'renot complicated. fake Yeah.
Rob They'reeasyto use;Veah. Ctient So whatdid you say?
Woman1 Nottoo easywhenyou'regoinguphill! Jake I said,no, it'simpossible. Theythoughtmaybewe
Rob No,that'strue.Let'ssay'simple'. coulduse a specialcameraor something, but,um
Woman2 Runningcostsare low. ...it wasn'tpossible....So, filmingin youroffices
Rob OK,yeah.Verycheapto run. isn'ta big problem!
Man Theydon'toftenbreakdown. Client Well,afterthat,nol So, whencanyou startsetting
Rob Yeah.Reliable. up ...
Woman1 They'resafe.Well...
Rob They'renot too dangerous. OK....So, a B
successful inventíon,
for all thosereasons.And, Tessa So, did you havea goodweekend,Dave?
withmodernbikes,we havea goodexampleof Dave Yeah,OK,thanks.lt was niceto havesomewarm
usingthe latestmaterials for a designthat's weatherfor a change.We ate outsídeyesterday, at
overa hundredvearsold. lunchtime. We sat outsidein the garden.
Tessa Didyou?
25 Dave Yeah.We wantedto havea barbecue, but I
actualty,
So, to sum up,then.Whyare bicyclespopular? They're forgotto buy somecharcoal, so ...
cheap,simple,economical and efficient,
reliableand safe. Tessa oh, no.Youdídn'thavepeoplecominground?
Now,thatchecklistis the same,no matterwhatsortof ... Dave Oh, no. lt was just me and my wife,so ...it wasn't
too bad.In fact,I was quitepleased.Normally,
26 whenwe havea barbecue, I do the cooking,you
Therewerelots of problemswiththe SinclairC5.The see.But otherwíse my wifecooks,so ...
biggestproblem,I think,was ...it was too small,and Tessa So you sleptin the sun,and yourwifedid attthe
especially,too [ow.Becauseit was so low,it was difficult cooking!
for otherdriversto see you.lt was actuallyquite Dave Wetl...I wasn'tasleep- I had one eye open...so
dangerous. And,obviously,if you'reverylow,and it's I couldsee whenit was ready!No,actually, I had
raining,thenthere'swatersplashingon you fromcars. quitea busyweekend.I put a newfrontdooron
And then therewas the battery.lt was heavy.lt wasn'tvery the houseon Saturday. lt was a biggerjob thanI
powerful, everynightyou hadto recharge it. I mean... thought,actually. I got up earlyon Saturdayand
forgetit! workedalt day.Thenon Sunday,I got up earlyand
paintedit ...Whataboutyou?Whatdid you do?
27 Tessa Notmuchreally.Um,we wentto the cinemaon
lake So this is quitean easyproiect...certainly Saturdaynight.
compared withthe one we did lastmonth,at a Dave Oh yeah?Whatdid you see?
chemicals lt was,um ...quitea challenge!
factory. Tessa Oh,it wasn'tverygood.lt was that newfilmwith...
factorv?
Ctient At a chemicals

L77
 30 Tom Nine thirty?Yeah,that's fine.
Naomi OK. Monday,Decemberthe twelfthat nine
Michael Hetlo.
thirty,then.
Sylvie Hello. ls that Michael?
Tom And can you send me an agenda?
Michael Speaking.
N a o m i Y e s , | ' l lw r i t ea n a g e n d at h i s m o r n i n g a, n d s e n d í t
Sylvie Hi Michael,it's Sylvie in Brussels.
to you this afternoon.
Michael Hi Sytvie,how are you?
Sylvie Fine,thanks.You?
Tom Excellent. OK,so I look forwardto receiving that,
Michael Y e a h ,v e r y w e l l ,t h a n k s .
and I'llsee you on the twelfth.
N a o m i OK. I tookforwardto seeingyou then.
Sylvie Are you gettingready for the conferencenext
month?
Tom OK. Bye.
N a o m i Bve.
Michael Um ... not really.What about you?
Sylvie Well, that's what I'm phoningabout, actually. 34
How are you going to San Francisco? Are you
1AHi.
flying direct from Dublin?
B Hetlo.Do you have any informationabout Alcatraz?
Michael Um ... wetl, I still need to book my flight.But I'tl
Any ... booklets or (beep)?
p r o b a b t yh a v e t o c h a n g ei n . . .e i t h e ri n L o n d o n
A Yes.Just behind you, on the shell there.
or ...in Amsterdam. Whataboutyou?
B A h , O K . T h a n ky o u .
Sylvie Well,I still needto book my flight,from
Amsterdam. So, um ... 2AHi.
M i c h a e l Wel[,shallwe catchthe sameflight? B Hi. ls there anywherenear here where you can buy
Sylvie Yeah.Thatl whatI thought,actually. Thenwe gifts ... and (beep)?
canworkon the olane. A Yeah.lf you turnrightout of the door,thentakethe
M i c h a e l Y e a h ,t h a t m a k e ss e n s e .S o I n e e d t o b o o k a firstright,therearegiftshopsall alongthe ...the
flight to Amsterdam,then. Shall I took into flights street,there.
to San Francisco,
as welt? B OK.Thanksverymuch.
Sylvie Um ...yeah,if that'sOK. B Can you visitthe museumall day?Whatare the
M i c h a e l Yeah,no problem. I'lllookon the Internet
after openingtimes?
lunchand,um ...I'tlcallvou back.Whatabout A lt opensat ten and closesat five.lf you wantto
bookinga hotel? takea (beed,theystarteveryhour,on the hour
Sylvie Um ...Wetl,shall I contactthe San Francisco and last...I thinktheylastforty-five minutes,but
office...see if they know any good places?| can I'lliust check...
get in touch with Rita.
Michael Y e a h ,g o o d i d e a . B Excuseme. Haveyou got any street(beep)?
Sylvie I'll give her a call this afternoon,as soon as the A Sure.
offlceooens. B ...Thanks.Howmucharethev?
Michael E x c e l l e n tS. o I ' l l l o o k i n t o f l i g h t sA
. n d , u m . . .I ' l l A They'refree.
get back to you.
36
Sylvie Great.Shall we speak at about four thirty?
Michael Y e s ,f i n e .I ' l l c a l l y o u t h e n . l n t e r v i e w e r W h a t d o y o u t h i n k a b o u t t h e l o c a t i o no f t h e
Sylvie OK. Bye. resort,near Berlin?
Michael Thanks for calling,Sylvie. Bye. Caroline Well,the reasonit'sthereis, simply,because
therewas alreadya domethere.Tropical
31 lslandsResortdidn'tbuitdthe dome.They
1 Y e s , I ' l tc a l t h i m . boughtit, for quitea low price.A company
2 | tatkedto Christine,and there'sno problem. calledCargolifterbuiltthe domeas a factory
3 | e m a i l t h e m i n u t e st o e v e r y o n e . to makebig airships.But CargoLifterwentout
4 Yes, I'll contacthim. of business and hadto sellthe dome.So
Tropicallslandsboughtit and ...so theyhad
32 verylow construction costs.
Naomi So, when'sthe best time to meet,for you? I'm free Interviewer So, do you think the resort'llbe successfulin
next week. the longterm?
Tom Um ... I can't make it next week. I'm ... I'm busy all Caroline Possibly.I thinkit'ltprobablybe quite
week. The week after'sOK for me. popularin the shortterm...in the firstfew
Naomi The week after.What about Monday?Monday, months. I thinka totof people'tlprobably
Decemberthe twetfth? cometo havea look ...they'llwantto see
Tom Yes, that's OK for me. whatit'slike.Afterthat,it dependswhatthey
Naomi Inthe morning? thinkof it.
Tom Yeah.
N a o m i H a l fp a s t n i n e ?

rrB

lnterviewer Somepeoplesay this resortwon'thelpto
makeforecastsfor otherresortsbecause
therewas no needto buílda dome.Do you
agreewiththat?
Caroline Um ...no. I thinkit'tlhelpa lot. Definitely.
The construction costsaren'tdifficultto
Thedifficultquestionis, whatsort
calculate.
of peoplewill visitthe dome?I'msureit'll be
popularwithfamilieswithyoungchildren, for
example.So the proiect'tt be goodfor getting
information aboutthe market.
Interviewer Do youthinksomeone wittbuíldanother
domelike this somewhere, one day?
Caroline It'spossible,yeah.Maybethere\a huge
marketfor them.I mean,it'snot a completely
newidea.There'salreadva domelikethis
one in Japan.
:t8
Interviewer Doyouthinkwe'tlseea spacetourism
industry
in the next...fiveyears?ls thatrealistic?
Caroline I thinkso, yeah.I'mnot surehow big it'll be.
It all dependshow muchit costs.Youknow,
if a flightcosts...'under fiftythousand
dollars.I thinkthere'llbe a lot of demand.
lf ticketscostoverfivehundredthousand
dollars,veryfew peoplewill buythem.
Obviously, it'll be expensive.Thequestionis,
howexpensive?
Interviewer Somepeoplesay two hundredthousand
dollarsis a realisticprice.
Caroline Mmm...well,thatl probablyaboutrightfor a
short-term objective. Inthe long-term, I think
the costwill needto be lessthanthat.
Probablylessthanhalfthat.
Interviewer Whatdo thinkspacetouristswill want?
Whatsort of experience?
Caroline Um ...l thinkthey'ltwant...I thínkit has
to be a realspacetrip.lf it'stoo short,
thenpeoplewon'tbe happy.I don'tthink
it needsto lastfor hours,but a coupleof
minuteswon'tbe enough.lt has to be
worththe money.
lnterviewer Whatdo you thinkit will taketo reallymake
spacetourismtakeoffi
Caroline lf somebodyshowsthatit's possible,for a
reasonable price,I thinkthat'ltbe the start.
lf the firstcompanyis successful, a lot of
otherswíllfollow.And,obviously' the top
priorityis safety.That'sthe bígchallenge-
to showthat ít' safe'
Transcripts
a,
goodafternoon.
Assistant GlenAir, Howcan I helpyou?
Customer Helto.I'dliketo fly to Lisbonat the end of May.
Assistant Lisbon?
CustomerYes.
Assistant Whatdateareyou planningto leave?
Customer On Maythe twenty-fourth.
Assistant May the twenty-fourth. ls it a returnflight?
CustomerA return,yes.I wantto comebackon the
thirty-first.
Assistant The thirty-first
of May ...OK, the cheapestfare's
fifty-fivepounds.
CustomerThat'sfor a return.
Assistant Yes.
CustomerOK. Um ...and can I changethe dateif I
needto?
Assistant No.Forthatfare,you can'tchangethe booking,
and there'sno refundif you cancel.
Customer Right.So fifty-five pounds.And arethereany
extracharges?Forairporttax,or ...
Assistant No,that'sincluded.
CustomerOK. Um ...oh, that'sthe otherquestion- what's
the maximumbaggageallowance? BecauseI
wantto takea surfboard withme.
Assistant Right.Well,the maximum allowanceis twenty
kílograms. Theexcessbaggagechargeis six
poundsper kilogram, but for a surfboard ...
40
Customer...OK, can I book a seat,then,please?
Assistant Yes.Can I takeyourname,please?
CustomerSure.lt'sSimonBrigton.B-R-|-G-T-O-N.
Assistant And Simonis S-|-M-O-N?
CustomerThat'sright.
Assistant And howwouldyou liketo pay?
Customer Do you takeVisa?
Assistant Of course,no problem.CouldI takethe number
please?
CustomerSure,it'sfoursix doubleseven,doublethree
doublefour,two two two one,fourdoublefive.
And the expirydateis August...two thousand
and nine.
Assistant Thankyou.So, justto confirm, that'sone ticket
to Lisbon,flyingout on Maythe twenty-fourth
at síxfiftyand returningon Maythe thirty-first
at seventeenthirty.The total cost is fifty-five
pounds,including taxes.
Customer oK.
Assistant Checkin openstwo hoursbeforetake-off
and
closeshalfan hourbefore.
Customer OK.Justone morething...couldI havean
aisleseat?
Assistant Youcan chooseyourseatwhenyou checkin.
Obviously,it'sbestto checkin as earlyas
possible.
Customer Right,OK.
l'"
 4l He'sgoingto lumpfroma
B r e n d a n Yeah.An Australian.
Maria We use the samesoftware - a systemcalled balloon,fromfortythousandmetres.So that's,
Nurec- to controlall the production processes. what...fortykilometres.
Lisa That'sprettyhigh.WhenI did my iump,it was
Jerome Nurec?
Maria Yeah.Haveyou workedwithit before? fromone thousandmetres.
B r e n d a n You'vedonea parachute jump?
Jerome No, I haven'tusedthatone.I'veusedTP Control.
Maria Right.We usedthat here,a fewyearsago. Lisa Yeah.
B r e n d a n Seriously?
So did you useTP in CapeTown?
Lisa Yeah!
lerome Yeah.ThenwhenI was in Boston,we useda
systemcalledArrow. 47
Maria Oh, I'veworkedwiththat before.
Brendan You'vedonea parachute lump?
lerome We haveso manydifferent typesof softwarein
Lisa Yeah.
this company, it's unbelievable.
Brendan Seriously?
Maria I know.And we'vechangedso manytimes,as
Lisa Yeah!
well.Haveyou everusedConductor?
Brendan When?
J e r o m e Conductor? No.I'veneverheardof it.
Lisa About...fouryearsago.A groupof us went,
M a r i a Thatwas the systemtheyhadwhenI ioined.
frommy last company.
It was very good,actuatly.
Brendan Wow!I'mimpressed! So whatwas it like?
Jerome That's the trouble,isn'tít?Thesethingschange
Lisa Fantastic! Whenyou jumpout of the plane,
all the time,but do theyreallyimprove?
it's...it'sjustamazing.
43 Brendan Youweren'ttoo scared,then?
7 been 2made 3found 4had 5written6done
Lisa I was beforeI jumped.Everyone's frightened
7 gone 8 flown 9 taken 10 sent 11 seen
beforetheirfirstfump.But as soon as your
parachute opens,it's...it'sactuallyquite
tA relaxing. You'rejustthereínthe air - you'vegot
Yves YvesCordier. thísincredible víew...
Andy Yves,it'sAndy Bett. Brendan Yeah,I bet.And whataboutthe landing?
Yves Andy,hi. Howarethings? Lisa Itwas OK. Nottoo hard.
Andy Goingquitewelt. Brendan Becausethat'sthe mostdangerous moment,
Yves ls everythingnearlyready? isn'tit?
Andy Wetl,we'vegot a full accountsdepartment. I Lisa Well,yeah!Evenif you jumpwithouta
interviewed someoneon Mondayand she's parachute, itl not dangerous untilyou land!
acceptedthe post.SaraBernard.I'vealreadysent Brendan No,good point!
her detailsthroughto personnel, so that'sgone 49
well...
Presenter It'sbeenan excellentstartto the yearfor
Yves OK, good.And whataboutthe lT system?Havethey
installedthatyet? Geo-Core. Yoursharepricehas risenby
Andy Well,that'smoredifficult. forty-twopercentin the firstquarterof this
Um ...I'vefoundtwo - the S&P 500
year.Nota bad performance
technícians so far,er,but unfortunately,
I haven't
foundthe thirdpersonwe need,so ... has fallenby threepercentso far this year.
Yves So you haven'tfinishedthe |Tinstallatíon? Alan Yes.We'reobviouslyvery happywith the
Andy No,we ...we haven'tactuallystartedit yet.But ... resultswe'vehad.Our profithas increased by
twenty.six percentthis quarter...whichís
Yves You haven'tstartedit yet?Andy,we needto open
that officeíntwo weeks! betterthanwe forecast- our forecastwas for
Andy I know.I'vespokento Danielain the Zurichoffice a twentypercentincrease.
Presenter Whatl the mainreasonfor that?
and she'sgoingto sendsomeonenextweek.I think
Wecan stíllopenon time. Alan I think,simply,it'sbecausedemandhas been
Yves We needto. Howlongis it goingto takefor you to verystrong.Oursaleshavebeengood.Um ...
get ... the oil pricehas risen,um ...
Presenter Obviously, yourcompanydoesn'tsell oil -
M you'rean exploration company, you work
Brendan Thisis amazing- this articlein the paper. for oil companies and ...and look for new
Somebody'splanningto do a parachute jump oiI reserves.
fromspace. Alan Thatl right.
Lisa Fromspace? Presenter But whatdo highoil pricesmeanfor your
business?