Part Ⅰ Situational Dialogues
Situational Dialogue 1
Mr.Brook is inquiring about aftersales service.
（A：customer service representative，B：Mr.Brook）
A：Good morning，may I help you，sir？
B：Oh，yes，I’m quite impressed by your products. I’d like to know about the aftersales your company provides.
A：I can assure you that we offer the highest quality of care for all of our customers. After-sales service is one of the most important parts of our sales service.
B：I see your have several regional offices in China. Are they all equipped to provide repair service？
A：Yes. Each office has fully-trained engineers. If any trouble arises，you can contact the nearest office. Repairs take a maximum of five days.
B：How long is the warranty？
A：The main mechanism carries a three-year warranty. Any peripheral equipment is guaranteed for one year. Within the warranty period，all repairs are free.
B：What about after the warranty expires？
A：All repairs are billed at cost.
B：Do your offer free delivery and installation for，say，air conditioners？
A：Most goods purchased from our company enjoy free delivery and installation. For special items such as AC，there might be additional costs in view of the mounting height.
B：Well，fair enough. Do you specify the additional service charges in your brochures？
A：Sorry，not in the brochures，but on our website instead. Or you can call 84592458 to discuss the additional costs.
B：I see. Thank you. I’ll take a closer look at your products and see which particular item interests me.
A：You’re welcome，Sir. I’ll be willing to help if you want to know more information.
Practice 1
Task 1：Listen to the dialogue and role-play it in pairs.
Task 2：Simulated situational conversation.
Suppose you are Mr.Brook. You come to fetch the computer you have ordered online. In the store you inquire carefully about the aftersales service of the computer and find the answers very satisfactory，so you rest assured and pay the money.
Situational Dialogue 2
Mr.Richard Parker is calling Eilisha Carpet customer hotline to complain about a delayed delivery.
（A：Clare，B：Richard Parker）
A：Good morning and thank you for calling Eilisha Carpet customer hotline. My name is Clare. May I help you？
B：Hi，Clare. My name is Richard Parker and I’m calling from Lisbon. Our hotel ordered 15 square meters of carpet from your company，but it has now been three days past the date the item was expected to arrive！
A：Okay，Mr.Parker. Do you have the tracking number we sent you by email when you first made the order？
B：Yes，and I also have the order number. The tracking number is M-2091 and the original order number was EC15-013.
A：Okay，please wait a second. Alright，I found your order number. Let me confirm the item with you here again：your order was for 15 square meters of RIMINI-10158 carpet，correct？
B：Yes，that’s correct.
A：Well，it says here that the order was canceled. The item was scheduled to be shipped，but for some reason，a last-minute notice indicates the customer asked to cancel.
B：Well，I’m the customer and I certainly didn’t ask to cancel. This carpet is for a major section of Holiday Inn lobby. The old one was damaged by water. Naturally the hotel guests are quite irritated by the inconvenience. An important business delegation from Italy will be arriving and we will surely suffer business loss if we do not replace it as quickly as possible.
A：I apologize for the mixup. Would you like me to reschedule a shipping date？
B：Yes，but I think there really should be some form of compensation for this error. I was reading the fine print in your customer contract and it says that if items don’t arrive within the scheduled time compensation will be paid.
A：Yes，normally that would be the case，but because the items were canceled we can’t be held liable.
B：I don’t mean to sound rude，Clare，but the order was not canceled. Can you produce any evidence to indicate that we sent a message asking for a cancellation？
Practice 2
Task 1：Listen to the dialogue and role-play it in pairs.
Task 2：Simulated situational conversation.
Suppose you are Ellen Smiths，the supervisor of Clare. You are calling back to deal with Richard Parker’s complaint. You apologize and provide Mr.Parker with a satisfactory solution.
Situational Dialogue 3
Mr.Carter，the senior clerk in the aftersales department of EcoAir Company，is calling to make feedback investigation to Ms.Bush，one EcoAir new customer who has just established a business relationship with EcoAir.
（A：Mr.Carter，B：Ms.Bush）
A：Hello，this is Collin Carter from EcoAir. May I speak to Ms.Bush？
B：Bush speaking.
A：Sorry to bother you，Ms.Bush，but would you please take a couple of minutes to answer me some questions about the products you’ve just ordered from our company？
B：Sure.
A：Were your items delivered on time？
B：Yes，absolutely.
A：Glad to hear that. Are you satisfied with products you have purchased？
B：Yes. I’d like to tell you that your products have aroused much interest in my country ever since we put them on the market. Demand even exceeds supply.
A：We’re pleased to hear that. That should be owed to our mutual efforts. Would you consider purchasing from us again？
B：Of course，as long as you keep firm control with the quality of the products like this.
A：Sure. How would you rate our customer service？Excellent，satisfactory，average or poor？
B：Hmm…judging from my experience，it’s excellent.
A：Great. Do you have suggestions on how we can improve our service？
B：Well，recently we found some imitations of your goods in the market. Maybe you can appoint us as your sole agent in China. In that case，you can easily control the selling market and better manage the sales.
A：That sounds reasonable. We’ll take that into consideration and discuss it in the meeting. Thank you very much for your time.
B：You’re welcome.
Practice 3
Task 1：Listen to the dialogue and role-play it in pairs.
Task 2：Simulated situational conversation.
Suppose you are Collin Carter from EcoAir Company. You are doing a regular customer service follow-up survey. You come to visit Ms.Bush，who bought a batch of air conditioners from your company. You inquire about the quality of the products and after sales service and ask Ms.Bush to fill in an investigation form and sign her name.