Unit 8
 Lesson 1
  Exercise 2
CUSTOMER:Excuse me,
I bought this jumper here last week
but I'm not satisfied.
LI:Oh really?
CUSTOMER:Yes.Look,the zip is broken,
so I'd like a refund.
LI: A refund?
Well,have you got the receipt?
No,but you can see by the label that I bought it here.
LI:We don't give refunds without a receipt.
CUSTOMER:But that's ridiculous.
I buy all my clothes here.
I'm one of your best customers.
LI:We don't give refunds without a receipt.
Company policy.
CUSTOMER:Oh!Well,that's the last time
I buy anything in your shop!
Unit 8
Lesson 1
Exercise 3
OFFICER:Excuse me,Madam.
I'm the customer relations officer.Can I help?
CUSTOMER:I bought this jumper here last week.
and I'm not satisfied with it.
OFFICER:I'm sorry to hear that.
What exactly is the problem?
CUSTOMER:Look,the zip is broken
and the young lady says you can't give me a refund.
Well,it's company policy and...Thank you,Miss Li!
Yes,the Zip is broke
I'm very sorry about that
but I'm sure we can sort something out.
CUSTOMER:I hope so.
OFFICER:Now,without a receipt
I can't give you a refund
but I can exchange the jumper
of I can give you a credit note.
CUSTOMER:I see,well,
I'll have a credit note,please.
OFFICER:Fine.Just sign here,please.
There we are.
Once again,please accept our apologies.
CUSTOMER:Thank you.
OFFICER:Have a nice day.
Miss LI!Come to my office,please.
Unit 8
Lesson 1
Exercise 4
1....I'm not satisfied with.It's broken.
...here last week
and I'm not satisfied with it.It's broken.
I bought this hairdryer here last week
and I'm not satisfied with it.It's broken.
...wrong with it?
...What exactly is wrong with it?
...sorry to hear that.
What exactly is wrong with it?
I'm very sorry to hear that.
What exactly is wrong with it.
2....it's damaged.I'd like a refund.
...here yesterday and it's damaged.
I'd like a refund.
I bought this radio here yesterday
and it's damaged.
I'd like a refund.
...I can give you a credit note.
...a refund but I can give you a credit note.
I can't give you a refund,
but I can give you a credit note.
Unit 8
Lesson 1
Exercise 6
When we deal with complaints,
it's important to treat them coollyand professionally
no matter how difficult the customer is.
I once saw a sign in a shop in Australia that said.
The customer is always right
underneath that it said,
He may sometimes be rude,
stupied,badly dressed and aggressive,
but he is always right.'
Unit 8
Lesson 2
Exercise 1
CUSTOMER:Excuse me,
I bought this jumper here last week,
but I'm not satisfied.
LI:Oh really?
CUSTOMER:Yes,look,the zip is broken,
so I'd like a refund.
LI:A refund?
Oh,well,have you got the receipt?
No,but you can see by the label that I bought it here.
LI:We don't give refunds without a receipt.
CUSTOMER:But that's ridiculous.
I buy all my clothes here.
I'm one of your best customers.
LI:We don't give refunds without a receipt.
Unit 8
Lesson 2
Exercise 4
Miss Li,I am not satisfied with your work.
LI:Oh dear.
MANAGER:Yes,you nearly lost the store
an important customer today.
LI:But it's company policy...
we don't give refunds without receipts.
It is never company policy to be runds to the customers,Miss Li.
Now ,the customer relations officer
is going to remind you of our complaints procedure
and then you will return to the shop floo
I shall be monitoring your work closely
and I do not expect to receive any more complaints about you.
Unit 8
Lesson 2
Exercise 6
Making complaints about products or services is not always easy.
but the ability to make a complaint
and get it dealt with satisfactorily
is an essential skill for anyone in busines
This is not easy in a foreign language.
If you are angry,
you may make mistakes or speak badly.
You must try to stay calm
or your complaint will not be taken seriously.
Unit 8
Lessen 3
Exercise 1
MR STEPHENS:David Stephens.Order department.
MRS CHUNG:Yes.Mr Stephens.
It's Mrs Chung from China Electrics.
MR STEPHENS:Good morning,Mrs Chung.
How can I help you?
MRS CHUNG:I'm phoning to complain about my order.
MR STEPHENS:Oh.I'm sorry to hear that.
What exactly is the problem?
MRS CHUNG:It hasn't arrived
and it's two weeks late.
MR STEPHENS:Oh dear.I am sorry.
I'll look into that immediately.
Can I have your order number?
MRS CHUNG:Yes,it's RTY 32678.
AM STEPHENS:RTY 32678.
Right.And can I take your number and call you back?
MRS CHUNG:Yes,but I must sort this out today.
My number is 533 0987.
Unit 8
Lesson 3
Exercise 2
I'm phoning to complain about my order.
I'm sorry to hear that.
What exactly is the problem?
CUSTOMER  It's late
and we need the goods today.
I'm phoning to complain about the new computers.
YOU I'm sorry to hear that.
What exactly is the problem?
CUSTOMER  I ordered model X33,not X22.
CUSTOMER I'm phoning to complain about the deliverly.
YOU  I'm sorry to hear that.
What exactly is the problem?
CUSTOMER  Five of the eight machiness are damaged.
Unit 8
Lesson 3
Exercise 4
1.Yes.It's 6599 XX2.         6599 XX2.
2.Yes.That's RTY 32678.        RTY 32678.
3.Yes.That's 7X5009.         7X5009.
4.Yes.That's PS112DS.       PS112DS.
Unit 8
Lesson 3
Exercise 5
MRS CHUNG:China Electrics,Mrs Chung.
MR STEPHENS:Hello,Mrs Chung.
It's Mr Stephens her
MRS CHUNG:Ah,yes.My overdue order.
MR STEPHENS:Yes,I'm very sorry about that
but we've had trouble with our suppliers.
MRS CHUNG:Well,if you can't guarantee delivery within five days,
I'll have to cancel the order.
MR STEPHENS:Five days?
That'll be no problem,Mrs Chung.
As compensation,I'll give you a 3% discount on your next order.
MRS CHUNG:Well,thank you,Mr Stephens,
but I want this order within the next five days.
Unit 8
Lesson 3
Exercise 7
In our business,
it's very important that customers receive their orders on time.
If printers do not have the paper they need,
we will be charged for the time
their presses are not working.
We will also have to arrange some kind of compensation.
Late deliveries and overdue orders can be very expensive for us.
Unit 8
Lesson 4
Exercise 2
MISS HONG:Accounts,can I help you?
MR DAVIS:This is Peter Davis from Oz Textiles.
I wanted to discuss my company's outstanding account.
MISS HONG:Oh yes,
OZ textiles,payment is now four days overdue.
MR DAVIS:Yes,I'm sorry about that.
We have some cash flow problems at the moment.
MISS HONG:Yes?
MR DAIS:Could you give us another month to settle the account?
MISS HONG:I'm sorry,that's impossible.
It's not company policy to give credit
without a previous arrangement.
MR DAVIS:But this is ridiculous.
I'm one of your best customers.
All I'm asking for is another month to settle the account.
MISS HONG:I'm sorry,Mr Davis,
but unless we receive payment immediately
our lawyers will start legal proceedings against you.
Well,that is the last time I do business with your company.
MISS HONNG:Goodbye,Mr Davis.
Unit 8
Lesson 4
Exercise 5
CLERK:ACC Trading.
Accounts.Mr Park speaking.
CUSTOMER:Oh,hello,Mr Park.
This is Sarah campbell from Asia Foods.
CLERK:Hello,Miss Campbell.
How can I help you?
Well,I'm calling about the invoice you sent us.
We've got a bit of a problem,I'm afraid.
CLERK:I'm sorry to hear that.
What exactly is the problem?
Well,one of our big customers is late with payment,
so we've got a cash flow problem at the moment.
Could we possible have two more days
to settle the account?
All I'm asking is two days,
and then I'll get the money to you as soon as possible.
CLERK:Hmm,two days...
well,I'll give you two days,
but if you don't pay them,
you know we'll have to stop the next delivery.
CUSTOMER:Fine,fine,don't worry.
You'll get the money.
Thank you very much for your help.
CLERK:You're welcome.
We look forward to hearing from you.
Unit 8
Lesson 4
Exercise 6
What's the hardest job in a company?
Well,I suppose the chairman has the hardest job.
But I'll tell you a job I couldn't d
I couldn't work in account.
It must be very hard
dealing with customers' overdue accounts and late payment.
I would feel sorry for them,
which is not very good for business I know.