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B：9815-0209.
A：I’msorryaboutahascaused.We’lldoourbesttomakethingsright.
B：Thankyouforyourhelpihisup.
Ⅱ.TrahefollowingdialogueintoEnglish.
A：Excuseme，Sir.MayIhaveawordwiththeperseoftheserviter？
B：I’mtheverypersonyouwouldliketotalkto.AnythingIdoforyou？
&sixmonthsaght100setsofmayoursalesdepartment.Theyworkedperfectlywelluntiloneweekago.Wehadn’thadanyplaintsaboutthembutretlytheyarenproperly.Iwoheryouhavethemrepaired.
B：Ofcourse.I’llseestoyourfactorytosolvetheproble
A：Thankyou.Thenhowabouttherepairfee？
B：Thatwillbeonyourat，asyourmaesarealreadybeyonduarahs.Butthechargecouldbepreferentialtoyou.
A：Okay，whenyourteseover？
B：TheyarewiorytoprovidemaimecallthemaheyhavesolvedtheproblePleasewaitamoment.（Afterawhile）Hello，I’vejusttactedourtes.Theysaytheygotoyourfaatabout8：30.Isittforyou？
A：That’swonderful.Iappreciateyoureffidcooperation.
B：Toprovideerswithextaftersalesserviise.Youmaygobadwaitforourmaiaffinyourfa.Theywillbethereontime.
A：Thanksagain.
B：You’rewele.Ifyouhavefurtherquestions，youtactusbypho400-8787andsaveyourselfajourney.
A：Oh，Isee.Thanks.
Ⅲ.Makeashortspeeutes）.
1.Theimportanceoodaftersalesservice；
2.Suggestionsonhoodaftersalesservidkeepershappy.
G，everyo’smypleasuretobeheretospeaktoyou.TodayIwillfohoodaftersalesservice.Aftersalesserviceisimportahelpstoeersaresatisfiedwiththeirpurdinydiffistallii，theyreceivehelp.Ahappyerwillbeloyalandwilladvertiseyourpaservicetheyreceivethuskeepingyourakingsales.HereIwouldliketgestioodaftersalesservice.
&suggestionisyourreturnspolidyourtactdetailsshouldbeeasytofindaouand.Ifytoofferanyaftersalesserviceitisvitallyimportantthatthisiseasytofindandreachbecauseotherwiseyouwillfindyourselfsimplyannoyiherwhilsttheytrytogetintouch.
ercareisavitallyimportaofbusiheseeisthatyouomakesureyourstaffoffertheappropriatelevelofservice.Bytrainingyourstaffproperlytobeabletodealwithflictresolution，youwillredusthatyoufacewithersandfioresolveproblems.
&hirdsuggestionistoodreturnspolisareexpensiveforpaheproduthenrarelyberesoldaedaswaste.oodreturnspolicy，hothatwillmakeyoumorereputableasaanylargepaniesoffer14dayreturnpolidyouwillbeparedtothis.Rememberthatretainingorevaluablethaurnofasi，sthisserviceisagoodthingtodoforbusi.
Mylastsuggestionistomakeupformistakesinapromptmanner.Inaherewilliablybemistakesanditisvitallyimportantthatyoumakeupforthesehoweverpossible.Eveakesarenotbecauseoffailuresinyourbusiness，leavingaerdissatisfiedisnotanoptiohiswillleadtoabadreputation.Makingupformistakesisanimportantstepinmanagiionsanddisfuturepurchasesisagoodwaytodothis.Aslagtheer，thiswilltheneain.Thisinturoutilizeanothercetosatisfythemaheygettheservitendtogive.Inatterwhatthenatureofyourbusiness，ifyoufailtokeepyourershappyyouwillnotbeinbusinessveryloomershappyrudealoftimeaion，buttherewardsbequitesubstantial.Makiialsaleisoingpoint.Iobesucustservetheer’shesaleaswell.That’sallformyspeekyou.
Ⅳ.Makearetation（3minutes）.
A：我最近我听到不少顾客对我们工作的抱怨，甚至有一些是从我们最忠实的顾客那里传来的。
李贺，你是怎么看的？
B：We’vehadalotofproblemswithitemsfromanewmanufacturer.We’vehaagtothestorepolicyofgivingarefundoranexge.Feedbaourstaffindiersthinkourqualitytrolislax.
A：从顾客的立场来想，他们是没有错的。
当然这也不是我们的错。
问题是，接下来我们做了什么了吗？是否有什么跟进措施？
&actedPurdthey’redealingwiththemanow.
A：那还不够！
既然我们已经听到那么多的不满，我们就必须立即把那些商品撤出货架，直到供应商确保其产品合格才能上架。
B：Allright.I’lltalktothedepartmeit.Shouldn’tbeaproblem，butit’llprobablytakethemadayortwotorestocktheemptyspace.
A：那没问题。
企业能否长期处于不败之地，很大程度上取决于他们是否已培养起一个稳定而可信赖的客户群，要做到这一点的最佳方法就是正确对待客户。
B：Yes.Wewilldwetoretainourers.
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