Unit 13 Aftersales Service（第2页）

&saysherethattheorderwasceled。Theitemwasscheduledtobeshipped，butforsomereason，alast-miidicatestheeraskedtocel。

B:Well，I'mtheeraainlydidn'tasktocel。ThiscarpetisforamajorseofHolidayInnlobby。Theoldonewasdamagedbywater。NaturallythehotelguestsarequiteirritatedbytheinimportantbusiionfromItalywillbearrivingandwewillsurelysufferbusinesslossifwedoasquicklyaspossible。

A:Iapologizeforthemixup。Wouldyoulikemetorescheduleashippingdate?

&Ithinktherereallyshouldbesomeformofpensationforthiserror。Iwasreadingthefiinyourertraditsaysthatifitemsdon'tarrivewithiimepensation>

A:Yes，normallythatwouldbethecase，butbecausetheitemswereceledwe'tbeheldliable。

B:Idon'tmeantosoundrude，Clare，buttheorderwasnotyouproduyevideoiwesentamessageaskingfora?

Practice2

Task1:Listentothedialogueainpairs。

Task2:Simulatedsituatioion。

SupposeyouareEllenSmiths，thesupervisorofClare。Ybacktodealarker'splaint。YouapologizeandprovideMr。Parkerwithasatisfactorysolution。

SituationalDialogue3

Mr。Carter，theseheaftersalesdepartmentofEpany，isakefeedbavestigationtoMs。Bush，oneEewerwhohasjustestablishedabusiionship>

（A：Mr。Carter，B:Ms。Bush）

&hisisEayIspeaktoMs。Bush?

B:Bushspeaking。

A:Sorrytobotheryou，Ms。Bush，butwouldyoupleasetakeaioanswermesomequestionsabouttheproductsyou'vejustorderedfromourpany?

B:Sure。

A:Wereyouritemsdeliveredontime?

B:Yes，absolutely。

A:Gladtohearthat。Areyousatisfiedwithproductsyouhavepurchased?

B:Yes。I'dliketotellyouthatyourproductshavearousedmuterestinmytryeversihemo。Demandevenexceedssupply。

A:We'repleasedtohearthat。Thatshouldbeowedtoourmutualefforts。Wouldyousiderpurgfromusagain?

B:Ofcourse，aslongasyoukeepfirmtrolwiththequalityoftheproductslikethis。

A:Sure。Howwouldyourateourerservice?Ext，satisfacteorpoor?

B:Hmm…judgingfrommyexperie'sext。

A:Great。Doyouhavesuggestionsonhoroveourservice?

B:Well，retlywefouionsoodsi。Maybeyoutusasyentinthatcase，youeasilytrolthesellitermahesales。

A:Thatsoundsreasonable。We'lltakethatintosiderationanddisthemeeting。Thankyouverymue。

B:You'rewele。

Practice3

Task1:Listentothedialogueainpairs。

Task2:Simulatedsituatioion。

SupposeyouareEpany。Yaregularerservicefollow-upsurvey。Yous。Bush，whoboughtabatchofairyourpany。YouihequalityoftheprodudaftersalesservidaskMs。Bushtofilliinhername。