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Rimmel: Good afternoon, consumer relations.

Mktg: I have just read an article that said some lipsticks contain hidden chemicals. I use one of your lipsticks every day and was wondering if it contains any of these chemicals.

Rimmel: OK, let me just get my ingredients listing. Which lipstick are you referring to?

Mktg: The Full Volume one.

Rimmel: OK.

Mktg: The chemicals are parabens.

Rimmel: Yes, it has got parabens in it.

Mktg: And sodium lauryl sulphate?

Rimmel: No, it hasn't got that in it.

Mktg: Propylene glycol?

Rimmel: No, it hasn't got that either.

Mktg: Are you aware of this research?

Rimmel: No, what's it in?

Mktg: The Daily Star. The article says these chemicals have been linked to breast cancer and kidney problems.

Rimmel: Well, the only thing that it has of those three is parabens.

Mktg: I also wanted to ask what's special about your Recover foundation?

Rimmel: It has vitamins and mineral fatigue fighters that are meant to plump flagging skin and promote cell renewal.

Mktg: I have olive skin. Is there a shade suitable for my skin type?

Rimmel: Hold on a sec (Marketing holds). Darker shades are amber, soft beige and natural beige. The best thing is to visit one of the big Boots stores that have testers in all shades.

Mktg: Do you know where a big Boots is near me? I live in Clapham.

Rimmel: I don't know. You will need to speak to Boots customer service.

Mktg: How much is that foundation?

Rimmel: The RRP is £6.49.

Mktg: Also, is it true you can download music off the Rimmel website?

Rimmel: They have certain things.

Mktg: Do you know which songs and bands are there?

Rimmel: Hold on, I'll have a look (Marketing holds). At the moment there are songs by The Stills, Morcheeba, The Cloud Room, The Sound, Disco Ensemble and Morning After Girl.

Mktg: Can you download them free?

Rimmel: You have to login and you get 10 new songs and three new downloads every month.

Mktg: Thank you very much.

VERDICT: The call-handler was very cheerful, polite and keen to help. She was also extremely articulate and answered all my questions with certainty. She reacted calmly to my question regarding the potentially dangerous chemicals and answered honestly that the Full Volume lipstick contained one of them. When she was unsure of the information I needed, she only put me on hold for a short time and returned both times with all the relevant details. Score 7/10.