123Part1PracticalListening&Speaking4Part2BusinessSpeakingPart3ListeningPracticePart4FunListeningUnitGoalsMakingacomplaintDealingwithacomplaintLearningtipsformakinganddealingwithcomplaintsTakingnoteswhilelisteningPart1AWordstudyWorkwithyourpartnertofillintheblanksusingthewordsontheleft.Listenandcheckyouranswers,andthenfollowtherecording.Theproblemourlastorder.(2)I’mphoningtoaboutthefaultygoodswereceivedfromyou.(3)Whenyouaproblem,youtrytofindoutthetruthaboutitinordertosolveit.(4)Whenyouaproblem,yousuccessfullydealwithit.(5)Thisisthesecondtimewehavereceiveda.isconcernedwith______________makeacomplaint______________fromstock__________lookinto________shortdelivery_____________makeacomplaintconsignmentslip-uprefunddispatcherinconveniencelookintoisconcernedwithswivelchairsshortdeliverysortoutAWordstudy(6)Weplacedanorderfor45,butonly40arrived.(7)Aisamaintenanceteam.(8)Ithinkthegoodsmust’vebeendamaged.(9)Aisacarelessmistake.(10)Aisastateoraninstanceofconfusion.(11)Weaskedyoutopackthegoods,butyoupackedthemincardboardboxes.(12)isaquantityofgoodsthataresentsomewhere,especiallyinordertobesold.(13)Weapologizeforthedelayandanycaused.serviceteam__________swivelchairs___________intransit_______slip-up_____makeacomplaintconsignmentslip-uprefunddispatcherinconveniencelookintoisconcernedwithswivelchairsshortdeliverysortoutmix-up_____inmetalcontainers______________Consignment__________inconvenience___________AWordstudymakeacomplaintconsignmentslip-uprefunddispatcherinconveniencelookintoisconcernedwithswivelchairsshortdeliverysortout(14)Whenyousomeone,yougivehimorherbackmoney.(15)Aissomeonewhoisinchargeofsendinggoods.refund_____dispatcher________BFunctionallisteningTaskOne(Makingacomplaint):Listentotherecordingandfillintheblanks.Sue:DNDOfficeFurniture.CanIhelpyou?Don:Oh,hello.ThisisDonJacksonfromPCSolutions.CouldIspeaktoSueLee(1)?Sue:SueLeespeaking.HowmayIhelpyou,Mr.Jackson?Don:I’mphoningaboutourlastorder.I’mafraidthere’sabitofaproblemwithit.Sue:Oh,dear.(2)?Don:Well,itwastwoweekslateforastart.Whenwereceivedtheconsignment,wefoundpartofitwasmissing.intheSalesDepartment____________________Whatexactlyistheproblem________________________BFunctionallisteningSue:Oh,dear.(3).CouldIhavetheordernumber,please？Don:It’sBN567233.Sue:BN567233.I’lljustcheckthat.Mr.Jackson,I’mafraidtheremaybeaslip-upinourdispatchdepartment.Don:Whencanwe(4)?It’sessentialthatwehavethembytheendofthemonth.Sue:I’mverysorry.I’llcallthedispatcherimmediatelyandgetbacktoyouassoonaspossible.Don:ButIneedtoknow(5).I’llhavetocancelifwedon’treceiveitbytheendofthemonth.I’msorrytohearthat_________________expecttherestoftheorder_____________________whenwecanexpectdelivery_______________________BFunctionallisteningSue:I’msorryforthedelayandanyinconveniencecaused.I’lllookintoitassoonaspossible.CouldIhaveyourphonenumber?I’ll(6).Don:OK.It’s5433,5644.Sue:5433,5644.Right,Mr.Jackson.I’llseewhatIcando.Don:Thanks.Goodbye.Sue:Goodbye.getbacktoyoufirstthingtomorrow__________________________BFunctionallistening(1)Themansaysheordered27swivelchairs,butonlyhavearrived.(2)Themansaysit’sthesecondtimethattheyhavereceiveda.(3)Thewomansaysthattheirdispatchermisreadthenumberonthe.(4)Themansaysthedelayiscausingthemproblemswith.(5)Thewomanthemanthatthiskindofthingwillnothappenagain.TaskTwo(Dealingwithacomplaint):Listentotheconversationandcompletethefollowingnotesusingoneortwowordsfromtherecording.twenty-one__________theircustomers______________shortdelivery____________orderform_________assures_______ScriptScriptLisa:Hello,SalesOffice.Eric:Hello,mynameisEricAlston.I’mcallingfromBNLCorporation.Lisa:HowcanIhelpyou,Mr.Alston？Eric:Theproblemisconcernedwithaswivelchairorder.Letmegiveyoutheordernumber—it’sHF4577.It’sfortwenty-sevenswivelchairs.Theproblemisthatonlytwenty-onehavearrived.Lisa:Really?I’msorrytohearthat.Eric:Well,I’mafraidit’sthesecondtimewehavereceivedashortdeliveryandnobodytoldustherewouldonlybetwenty-one.Lisa:Couldyoujustwaitasecond？I’llsortitoutrightaway.(Afewsecondslater)Lisa:I’msorrytokeepyouwaiting.Pleaseacceptourapologies.It’sobviouslyourfault.Ourdispatchermisreadthenumberontheorderform.I’vearrangedtohavethesixswivelchairssentimmediately.Eric:Well,whencanIexpectdelivery,then?Weneedthemurgently.Delaysarecausingusproblemswithourcustomers.Lisa:Youshouldgetthemthedayaftertomorrow.Eric:Allright.Thanksforrespondingsoquickly.Lisa:Well,I’msorrywemadeamistake.Iassureyouthatthiskindofthingwillnothappenagain.Sorryagain.Eric:It’sallright.Lisa:Thankyouforyourcooperation.Goodbye.Eric:Bye.CLanguagecheckF:OTCOfficeFurniture.CanIhelpyou?M:Oh,hello.ThisisJamesBond(1)ABCPartnership.CouldIspeaktoMarySungintheSales?Workwithyourpartnertocompletethefollowingconversations,andthenlistenandcheckyouranswers.from_____TaskOne:MakinganddealingwithacomplaintOpeningthecallCLanguagecheckF:MarySungspeaking.(2)canIdoforyou,Mr.Bond?M:I’mphoning(3)ourlastorder.I’mafraidthere’sabitofaproblemwithit.What_____OfferinghelpAskingabouttheproblemF:Oh,dear.What(4)exactlyistheproblem?M:Well,itwasoneweeklateforastart.Whenwereceivedthegoods,wefoundpartofitwasmissing.about______hear_____AskingfortheordernumberF:Oh,dear.I’msorryto(5)that.CouldIhavetheordernumber,please?M:It’sBN567233.hear_____F:BN567233.I’lljustcheckthat.Mr.Bond,I’m(6)theremaybeaslip-upinourshippingdepartment.M:Whencanwe(7)therestoftheorder?It’simportantthatwehavethembytheendofthemonth.afraid______FindingoutthereasonApologizingandpromisingtotakeactionF:I’msorryforthedelayandanyinconveniencecaused.I’llcallthedispatcherimmediatelyandget(8)toyouassoonaspossible.CouldIhaveyourphonenumber?M:OK.It’s5433,5644.F:5433,5644.Right,Mr.Bond.I’llcallyoubackinaminute.youthink________back____CLanguagecheckCLanguagecheckEndingthecallM:Thanks.Goodbye.F:Goodbye.●I’mcallingaboutourlastconsignment.Itwasfourdayslate.●

I’m(1)aboutourlastorder.Yousentusthewrongsizeofdesks.●Whenwereceivedtheconsignment,wefound(2)ofitwasmissing.DeliveryTaskTwo:

Makingacomplaintringing______part____●

Thequalityofthegoodsdoesn’t(3)tobeClassA,whichiswhatweordered.●

Theouterpackingwaswrong:youpackedtheminplasticboxes(4)ofmetalcontainersweaskedfor.Asaresult,700unitsweredamaged.appear______Qualityandpackingofgoodsinstead_______CLanguagecheck●I’mcallingabouttheperformanceofyourserviceteam.●Theengineerrefusedtoservicetheoldcomputer.Wewereverydisappointed(5)yourservices.Serviceswith_____Payment●

Thetotalwas＄40,000,butyouonlysentus＄35,000.Canyousendusthe(6)immediately?●

I’vecheckedtheaccountandyoustilloweus＄15,000.●

Theinvoiceshouldhavebeen(7)amonthago.paid____balance_______●

CouldI(1)who’scalling,please?●

CouldIhavetheordernumber,please?●

Couldyoutellmeyourphonenumber?Askingforinformationask___Clarifying●

I’msorry.Couldyourepeattheproblem?●

Canyou(2)onwhileImakeanoteofthat?Didyousaytheshipmentwasdelayedforoneweek?●

Letme(3)ifI’vegotthat.Didyousaythatthegoodswerelostintransit?●

Letmejustrunthroughthatagain.Didyousaysomeofthegoodsweredamagedintransit?check_____hold____TaskThree:Dealingwithacomplaint●

Pleaseacceptourapologies.It’scertainlyour(4).●

We’reverysorry.We’rehavingtroublewithoursuppliers.●

I’m(5)sorry.Thereisaslip-upinourshippingdepartment.Acceptingresponsibilityandexplainingthereasonfault____Denyingresponsibility●

I’msorry,butIdon’tthinkwecanhelpyousolvetheproblem.●

Iseethe(6),butthisisnotourfault.●

Iunderstandtheproblem,butthisisnotreallyourresponsibility.problem_______terribly_______●

I’llseewhatIcando.●

Please(7)itwithme.●

I’llchecktherecordsandthengetbacktoyoutomorrow.●

CanIgetbacktoyoutomorrow?Playingfortimeleave_____Promisingtotakeaction●

I’llarrangeareplacement(8)away.●

I’llcontactourfactoryrightawayandaskthemtosendyoutheparts.●

I’llhavetocheckthis(9)myboss,andsendyouthepayment.●

We’llrefundyourmoneyimmediately.straight_______with____DControlledpracticeYouareaseller.Yourpartnerisabuyer.Worktogethertomakeatelephonedialoguebasedonthefollowingprompts.Listentotherecordingofamodelanswer,andthenfollowit.YOUOpenthetalkbygreeting.Greethim/herandofferhelp.Askabouttheproblem.Saythere’saslip-upinyourshippingdepartment.Apologizeandaskwhattodowiththegoods.Agreetoshiptomorrow.Apologizeagain.ScriptYOURPARTNERGreetandintroduceyourself.Saythereisaproblemaboutyourlastorder.SaythequalityofthegoodsisnotClassA.Sayyoucankeepthegoodsifthereisa20%discountandaskthemtoshipClassArightaway.Saythat’sfine.Respond.ScriptF:Goodmorning.ADDProducts,canIhelpyou?M:Hello,thisJohnParkerfromHDCInternational.F:Hello,Mr.Parker.ThisisSallyJoiner.WhatcanIdoforyou?M:Well,Ithinktheremayhavebeensomemisunderstandingaboutourlastorder.F:Oh,dear,whatseemstobetheproblem?M:We’vejuststartedunloadingthetruckandthequalityofthegoodsdoesn’tappeartobeClassA,whichiswhatweordered.F:I’mverysorry.Letmejustcheckthisonthecomputer.Oh,dear,I’mafraidtherehasbeenaslip-upinourshippingdepartment.I’mverysorry,it’scertainlyourfault.Whatwouldyoulikeustodoaboutthegoods?M:Well,wecankeepthegoodsandusethemforanotherorderofours,ifyouwillchargeus20%lessfortheloadandshipusaloadofClassArightaway.F:Thatsoundsfairenough.Letmejustcheckthestockposition.Yes,wecanshiptomorrowifthat’sallright.M:Ohyes,thatwillbefine.F:Thankyouverymuch,Mr.Parker.I’mverysorrythishappened.M:That’squiteallright.Goodbye.EBusinesscultureWorkwithyourpartnertoanswerthefollowingquestions.Thenlistentotherecordingandfillintheblanks.(1)Haveyouevermadeacomplaint?Whatwastheresult?(2)Haveyoueverdealtwithacomplaint?Whatwastheresult?(3)Whatshouldyoupayattentiontowhenyoumakeordealwithacomplaint?EBusinesscultureTipsforMakingandDealingwithaComplaintMakinganddealingwithcomplaintsisvery(1)inbusinesspractice.Herearesometipsforyoutomakeanddealwithacomplaint.MakingacomplaintPreparations:Beforeyoumakeacomplaint,youshouldprepareforthecall.Makesureyouhaveallthe(2)infrontofyou.Alsodecidewhatyou(3)tosolvetheproblem.Talkingtothepersonresponsible:Asageneralrule,youshouldcomplaintotherightpersonwhoisresponsibleforthe(4).Ifyoudonotknowwhoisresponsible,makeacallfirstto(5)outwhoisresponsible.common_______facts____require______find____matter______Speakingclearly:Summarizeyourcomplaintasbestasyoucan.Usenomorethanthreesentencestomakeyour(6)clearandsimple.Thereisnoneedtogointogreat(7),astheotherpersonmaybeconfusedorcan’trememberwhatyousay.Beingfirmbutpolite:Donottakeoffence(生氣)whenyouarecomplaining.(8)goesalongwayingettingotherpeople’shelptomeetyour(9).Beingangrywouldonlymakeyouunprofessional.Itwillnothelp(10)theproblem,butonlyleadtomorefrustration(挫折)andanger.Askingforaction:Askwhat(11)youwishtheothersidetotaketoresolveyourproblem.Ifyoudonotgetwhatyouwant,keepcontrolandstatewhatyouneed(12).Don’tusethreatsunlessyouhaveto.details______points_____Politeness_________calmly______action______request_______resolve______Dealingwithacomplaint:Whenyoureceiveacomplaint,youshouldconsideryourcompany’s(13).Soalwaysremainpoliteandpatient.Don’t(14)thespeakerwhenhe/sheisdescribingtheproblem.Express(15)andsaysorryafteryouhearwhatthecallersays.Askforthedetailsoftheproblem,(16)themdownandrepeatwhatyouhavewritten.Ifyouarenotfollowing,askthespeakerto(17)andrepeatthedetails.Acceptresponsibilityifit’syourfault.Thenmakereasonablesuggestions,andpromisetotakeaction.interrupt________reputation_________surprises_______note____slowdown__________APairworkTaskOne:Readthetelephoneconversationbelow.Workwithyourpartnertoputitintocorrectorder,andthenpracticeit.Part2MayIhelpyou?(2)Doyouhavethereceipt(收據(jù))?(3)I’msorry,butthestorepolicyisthatwemusthaveareceiptinordertorefundyourmoney.(4)I’msorry.He’snotavailablerightnow.A.Thenwhoelseisinchargeinthisstore?B.Iwanttospeaktothemanageraboutthis,asIamveryunhappywiththisproduct.C.Yes.Iboughtthisansweringmachinetwoweeksagoandithasn’tworkedproperlysinceIboughtit.D.No,Ididn’tkeepit.(1)—C；(2)—D；(3)—B；(4)—ATaskTwo:StudentAisabuyer.StudentBisashopassistant.StudentAboughtaprinter3daysago,butit’sbrokennow.Workinpairstocompletethefollowingdialoguewiththehelpofthehintsinthebrackets,andthenpracticethedialogue.A:Goodmorning.B:(Greethimandofferhelp.)A:Iboughtthisprinterthreedaysago,butit’sbrokennow.B:(Greethimandofferhelp.)Goodmorning.WhatcanIdoforyou,sir?__________________________________Goodmorning.WhatcanIdoforyou,sir?_______________________________A:Ipreferareplacment.B:(Provideanewone.Apologizeagain.)Hereisanewoneforyou.I’msorryagainthishappened._________________________________________A:It’salright.Thankyouforyourhelp.B:(Provideanewone.Apologizeagain.)You’reverywelcome________________.TaskOne:

Youareaseller.Yourpartnerisabuyer.Thebuyerplacedanorderwithyouandisstillwaitingfortheshipment,whichhasbeenlateforoneweek.Worktogethertorole-playadialoguebasedonthefollowingpoints.BRoleplayTaskTwo:Readthefollowingansweringmachinemessagefromacustomer.Todealwithhis/hercomplaint,makeacalltohim/her.Taketurnsinplayingeachroleintheconversation.Followthisexample.A:Hello.ThisisRoseJones.CouldIspeaktoMaxMatt,please?B:MaxMattspeaking.Hi,Ms.Jones,howareyou?Hello.ThisisMaxMattfromPPLInternationalinAustralia.We’vejustaccepteddeliveryofaconsignmentofA44motors.Unfortunately,therewerenooperatinginstructionsincluded.Couldyousendusthemassoonaspossible?Thanks.AListeningfocusTaskOne:Youaregoingtohearabusschedule.Listencarefullyandfillinthechartwithwhatyouhear.Part39:15a.m._______11:00a.m._______4:30p.m._______5:10p.m._______9:30p.m._______$102.00_______$95.00_______ScriptTaskTwo:Listentothefollowingtelephoneconversationbetweenashopassistantofanelectronicstoreandhiscustomer.Fillintheorderticketaccordingtowhatyouhear.AListeningfocusAListeningfocusM:OK!Whendoyouwantthem?Wehavethiscomputerinstock.F:That’sfine.IhopethecomputerswillarriveonFridaymorning.M:Fridaymorning.Whereisyourcompanylocated?F:No.21RoseStreet,neartheFashionStore.M:Andyourtelephonenumberis...?F:72188155.Thankyou.M:Thankyouforyourbusiness.M:Hello!F:MayIspeaktoMr.Golden,please?M:Speaking.F:Goodmorning,Mr.Golden.ThisisMaryThomsonfromINAIndustries.Ourcompanyisgoingtobuy3PIVmodelcomputers.M:256Konharddrivemodelsor256Ｋoptionalonbasemodels?F:Haveyougotanysuggestions?M:Thekindof40Gonharddrivemodelsaresuitableforgeneraluse.Andthe40Goptionalonbasemodelsisavailableuponrequest.It’sabitmoreexpensive.F:IthinkIwillbuytheformer,40Gharddrivemodel.AListeningfocusOrderTicket(SpringElectronicStore)9:30a.m.20thJuneD.GoldenInformationofCustomerName MaryThomsonCompany Address TelephoneNumber InformationofComputersType PIVmodelsonharddriveQuantity DeliveryDate INAIndustries_____________No.21RoseStreet________________72188155_________40G____three____Fridaymorning_____________BDictationTaskOne:Listentotheshortpassagetwiceandfillintheblankswiththemissingwordsorsentence.BDictationThehotellaundry(1)yourfavoriteshirt.Thetaxidriver(2)you.Whenyou’reabroad,sometimesthingsgowrong.Nowyoucandosomethingaboutit!Usethesetipswhenyouwanttoexpressan(3)complaintinEnglish.Nomatterhowunfairthesituation,it’sbesttophraseyourcomplaintpolitely.InEnglish,you’llsoundmorepoliteifyouuse(4)language.Herearesomeexamples:Canyouhelpmewiththis?Everyonewouldmuchratherbeaskedtodosomethingthantold!Sotry(5)yourcomplaintasarequestforhelp:“Canyouhelpmewiththis?(6).”ruined______overcharged___________effective________indirect_______phrasing________Myshirtcamebackfromthelaundrymissingbuttons______________________________________________BDictationI’mafraidtheremaybeamisunderstanding.Thisisapolitewayofsaying,“Yourinformationiswrong.Pleasefixitnow.”(7)ifyoumadereservationsforaflight,hotelorrestaurant,andwhenyouarrive,it’snotwhatyouexpected.Forinstance,“I’mafraidtheremaybeamisunderstanding.(8).”You’llmostlikelyusethisphrase_____________________________Irequestedanon-smokingroom____________________________TaskTwo:You’regoingtohearfivesentences.Repeateachsentenceyouhear.Thenlistenagainandwritedowneachsentence.Checkyouranswerwhenyoulistenforthethirdtime.I’dbegratefulifyouwouldreplacethisstereoimmediately.(1)_________________________________________________Iunderstoodthatthetaxiridetotheairportwasonly25dollars.(2)__________________________________________________Ineedtospeakwithamanager.Thisisunacceptable.(3)_______________________________________________Iwouldappreciateyoursendingmeareplacementassoonaspossible.(4)___________________________________________________________Pleaseletmeknowwhatyouintendtodoaboutthissituation.(5)__________________________________________________BDictationCConversationsTaskOne:Listentotheconversationandchoosethebestanswertoeachquestion.Conversation11.Wheredoesthisconversationmostlikelytakeplace?A.Inapark.B.Inarestaurant.C.Atabirthdayparty.D.Inashop.ScriptCConversationsConversation12.Whatisthemostprobablerelationshipbetweenthetwospeakers?Teacherandstudent.B.Classmates.D.Supervisorandsubordinator.C.Customerandshop-assistant.3.Whenwasthewatchbought?Oneweekago.C.Threeweeksago.D.Fourweeksago.B.Twoweeksago.CConversationsConversation14.Whichofthefollowingstatementistrue?B.Thealarmdoesn’tworkandthewatchisbeyondguarantee.C.Thestrapleavesagreenmarkonthewristbutthewatchisbeyondguarantee.D.Thepricewasmuchhigherinthisshop.A.Thealarmdoesn’tworkandthestrapleavesagreenmarkonthewrist.CConversationsConversation15.Howwasthecomplaintdealtwith?A.Arefundwasgiven.C.Thewatchwasfixed.D.Nothingwasdoneaboutit.B.Thewatchwasreplaced.HowcanIhelpyousir?Whatseemstobetheproblem?Haveyouwornthewatchintheshowerperhapssir?TaskTwo:Listentotheconversationagainandwritedownthefivequestionsaskedbytheshopassistant.CConversations1._____________________2.___________________________3._______________________________________________Whendidyoubuyit?4._____________________Wouldyoulikearefund?5._______________________Conversations2TaskOne:

Listentotheconversationandchoosethebestanswertoeachquestion.Script1.Wheredoesthisconversationmostlikelytakeplace?Inapark.B.Inarestaurant.D.Inashop.C.Atahotel.Conversations22.Whatdoyouthinkthemanis?Ashop-assistant.B.Thewoman’ssubordinator.C.Thewoman’sfriend.D.Awaiter.3.Whatisthematteraccordingtothewoman?A.Thelightistoobrightandtheroomistoohot.B.Thelightistoobrightandtheroomistoocold.C.Thelightistoodimandtheroomistoohot.D.Thelightistoodimandtheroomistoocold.Conversations24.Howdoesthemandealwiththeproblemconcerningthe“cold”room?A.Turnontheair-conditioner.B.Turnofftheair-conditioner.C.Bringinaheater.D.Bringinablanketandsomehotwater.5.Whatcanwelearnfromtheconversation?A.Thewomanisoutofreason.B.Thewomanisimpolite.D.Thewomanissleepy.C.Thewomanisnotwell.TaskTwo:

Listentotheconversationagainandwritedownthethingsthemandoesforthewoman.1.______________________________Hebringsinabrighterlight.2._________________________________Hecheckstheair-conditioner.3._________________________________Hefetchesanextrablanket.4._________________________________Hefetchessomehotwater.TaskOne:Listentothepassageanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).DPassageT___T___T___F___F___Script(1)Theman’stelephonehasbeenoutofservicefortendays.(2)Theman’stelephonehasbeenoutofserviceduetothefailureofpayment.(3)ThemanmadeaphonecalltotheComplaintsDepartmentandgotasatisfactoryanswer.(4)ThegirlintheComplaintsDepartmentwasveryrude.(5)Themanaskedforaformalapologyfromthegirl.TaskTwo:Listentothepassageagainandcompletetheanswertothefollowingquestion.DPassageWhatdoesthemanrequireintheletter?Thegirlinquestionshouldbedisciplined,andinstructed.Andhehopesshecanmaketohim.ontheproperwaytodealwithclients_________________________________aformalapology_______________1.ThebustoReno,Nevada,leavesat9:15a.m.Itisscheduledtoarriveathalfpastfour.2.ThebustoBoise,Idaho,arrivesat9:35p.m.Thebusfareisninety-fivedollars.3.ThebustoSeattle,Washingtonisscheduledtoarriveattenafterfive.Thebusfareisonehundredandtwodollars.4.ThebusboundforFresno,California,leavesat11o’clocksharp.Script1DearSir,Iamwritingtoletyouknowthedeplorableattitudeofoneofyourstaffmembers.Ishouldalsoliketocomplainthatourtelephonehasbeenoutofservicefortendays,whichhascausedusgreatinconvenience.Iphonedyouraccountingdepartmentandwastoldthatwehadnotmadeourpayment.Thisisanentiredelinquency(失職)onyourpartbecausewealreadymadeourpaymentfivedaysago.Pleaserefertotheenclosedcopyofyourreceipt.However,whenIcalledyourComplaintsDepartment,thegirlwhoansweredmyphonewasveryrude.Foronethingsheinterruptedmecontinually,foranothersheevensaidthatthefaultwasmyown.Needlesstosay,suchawayofdealingwithcustomersisunacceptable.Iwouldliketosuggestthatthegirlinquestionshouldbedisciplined,andinstructedontheproperw