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Question 88 - 92 refer to following paragraph:Passage 1:Hours of workAll employees are expected to be present and on time for every working day. When circumstances prevent you from reporting to work, or when you know in advance that you will be late, you are expected to notify your manager prior to your normal start time.If you are absent from work for three consecutive working days for reasons of illness, a doctor’s statement regarding the nature of your illness and verifying consultation time and date may be required. Failure to provide doctor’s verification of illness upon request may result in the time off being classified as an unexcused absence and your pay may be adjusted.If you are absent from work without notification, it may be assumed that you are not returning, and we reserve the right to immediately terminate your employment and include a note in your record stating “voluntarily quit without notice”.**************Passage 2:March 11 , 2005Dear Mr. Witherspoon,I’m writing to you in the hopes that you will understand my situation. I trust that by now you will have heard about my situation from my manger. I hope that I can at least be given the chance to explain my side of the story. As for my manager, she is only doing her job, but I do think she has been totally unreasonable in following company policy to the letter and not giving the least bit of consideration to normal human error. I was very ill from February 20th to 24th, and I took those days off work to recover. I did not go to the doctor as it was just a case of food poisoning, and all I really needed was bed rest. I did, however, call each day to tell my manager. When I returned to work, she asked me for a doctor’s note, and I told her I couldn’t produce one. That was the last I heard about it until payday when I noticed that my pay was short. I asked my manager about it, and she told me that I wasn’t being paid for the days I was home sick from work. That’s when she told me about the policy. And when I complained, she insisted I bring it up with you.Needless to say, I’m very upset that this money was withheld from my pay. It was my understanding that I was allowed to take paid sick days from work, and I’m sorry to say that I had no idea about this policy about having to hand in a doctor’s note. I really need that money as I have a very tight budget this month. It was a mistake, and, had I known, I certainly would have gone to the doctor about my condition. I hope you can understand my situation. Yours sincerely,Brenda Wilson 88. Who is Mr. Witherspoon most likely?

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Question 85 - 87 refer to following paragraph:May 19Customer Services OfficeWorld Travel Limited25 Cramden RoadLondonTo whom it may concern:I spent most of the last two days calling your customer service lines in an effort to resolve this situation (see my customer reference number, A802234-202), but I have gotten nowhere.So, I’m writing in the hopes that this letter will get into the hands of a more effective person. I’m really hoping you can help me.On Monday, May 16th, I was in the airport checking my baggage for a light to Amsterdam, and the young man who was helping me – James Strathcona was hisname – tore the handle off my suitcase when he was lifting it onto the conveyor belt. I have since inquired as to how much it would cost to fix and was told it would be at least US$45.00. I have enclosed a photocopy of the quote from the repairman.On principle, I really feel these repairs ought to be paid by WorldTravel, as the damage was done while one of your people was handling my luggage. However, I am being given the run-around by your customer service staff whenever I call. One young man was even so bold as to suggest that the suitcase was probably worn out and ready to break anyway. I assure you that this is not true: I only recently bought the set, and the only reason it was broken was that it was handled with excessive force. In all other dealings I’ve had with your company, I have had very positive experiences and I have no wish to fly with another airline.I look forward to hearing from you soon, and I very much appreciate your help.Yours faithfully,Edith Smallwood85. Why did Ms. Smallwood go to see a repairman?

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