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&'scorrect.
&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.
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