Ⅰ. Complete the following dialogue.
Dialogue A
(A: Shop assistant,B: Customer)
A: Can I help you?
B: Yes. I bought a camera in your store and used it for some time, but now the camera doesn't work properly, it's not focusing at all! __________.(我想你们给我换一个。)
A: Let me have a look. En…yes, it can't work well! It's a production problem, indeed!
B: In fact, I used it carefully and took care of it properly by the instruction book.
A: Eh, it gets a good protection. __________？(我能看一下收据吗?)
B: Here it is!
A: Oh, I am sorry! __________(它已经过了保修期). We can't provide the aftersales service for you!
B: Yes, it's my fault! But you can look for the record of my expenditure in your computer! As a matter of fact, I'm the member of your store! __________.(我是你们的老客户了，能不能享有点特权呢?)
A: Please wait a second! Yes, and you have a good credit expenditure in our store! So, hmm…we can give you a privilege that we will give a replacement for you!
B: Thanks for your good service and extra help!
A: It's my pleasure!
Dialogue B
(A: Customer service representative, B: Mr.Wilson)
A: Hello, City Water Service, how may I help you today?
B: I'm calling concerning my water bill. __________. (我觉得你们上个月多收了我钱。)
A: I'm sorry to hear that. Why do you think we charged you too much?
B: The bill is 20 tons of water more than last month.
A: I'm sorry to hear that. Let me ask you a few questions and then I'll see what I can do.
B: OK, Thank you for your help.
A: Of course, __________(感谢您提醒我们注意这个问题). Now, how much do you usually pay for your water usage?
B: I usually pay about $20 a month.
A: Thank you, and __________?(这次账单我们收费多少呢?)
B: $120. I can't understand why.
A: Yes, Mr.Wilson. __________?(这个月您的用水和以往有没有什么不同呢?)
B: Come on, it was just an average month. We are not talking about one ton more. It's TWENTY!
A: __________.（很抱歉，看来的确是出现了差错。）
B: Well, I'm happy you agree with me.
A: __________(我会联系技术人员过去检查一下您的水表). What's your address, Mr.Wilson?
B: 125 ST Kilda Road, Melbourne, Vic 3004.
A: And what's your phone number?
B: 9815-0209.
A: __________(因此给您带来的不便我很抱歉). We'll do our best to make things right.
B: Thank you for your help in clearing this up.
Ⅱ. Translate the following dialogue into English.
A：你好，我想跟维修中心的负责人谈谈可以吗？
B：我就是，有什么我能够帮到您的？
A：嗯，大约六个月前，我们厂从你们的销售部购买了100台机床。这些机床直到一周前都运行正常，我们也没什么不满意的。但是最近出问题了，你们看能否修好呢？
B：当然，我们会派技术人员去解决。
A：谢谢，那么修理费用方面呢？
B：由于机器已经过了3个月的保修期，因此费用得用你方支付，不过可以给您优惠。
A：行。你们什么时候派人来我们工厂呢？
B：眼下维修人员在另外一家工厂，我打电话联系一下他们，看他们是否已排除了故障。请稍等。(过了一会儿) 您好。我刚和技术人员联系了，他们明天早上可以过去。您看方便吗？
A：太好了！谢谢你们中心的高效服务与合作。
B：向顾客提供优质的售后服务是我们的承诺。您回去吧，明早在工厂等我们的维修人员就好，他们会准时到达的。
A：再次感谢。
B：不用客气。如果还有什么问题，您可以拨打我们的客服热线400-8787，就不用您亲自跑一趟了。
A：好的，谢谢。
Ⅲ. Make a short speech (3 minutes).
Suppose you're a senior adviser in the field of customer service. You're invited to attend a workshop and make a speech entitled “How to Provide Good Aftersales Service”. You may talk about:
1. The importance of providing good aftersales service;
2. Suggestions on how to provide good aftersales service and keep customers happy.
Ⅳ. Make a workplace interpretation (3 minutes).
A: I've been hearing about too many customer complaints recently, even from some of our most loyal customers. What do you know about this, Li He?
B: 我们从一个新厂商那儿进的一些货确实有一些问题。我们已经根据公司政策进行了合理的退换。从我们职员那里得来的反馈也表明顾客认为我们对商品质量把关不严。
A: From the customers' point of view, they're right! It's not our fault, of course, but what are we doing about it? Has there been any follow-up on this issue?
B: 我们已经联络采购部，他们也正在和供应商讨论相关事宜。
A: That's not good enough! If we've had that many complaints, let's get the products taken off the shelves until the manufacturer cleans up their act.
B: 好的。我会和采购部经理商讨此事。这应该没有问题，不过要把空下来的货架装上货还得花一两天。
A: That's all right. The long-term success of business depends heavily on building up a steady and reliable customer base, and the best way to do so is to treat the customers properly.
B: 是的，我们要想方设法留住客户。
A: Right. Let's be proactive with the customers who bought those products. Send them a discount coupon for their next purchase.
B: 我马上去办。
A: Good. Thank you.