Hello. You're through to customer service. This is Michael speaking.
Before we continue, I just want to make you aware that this call is being recorded and may be used in the future for training purposes.
What can I help you with today?
Hi, my name is Gene Seaman.I recently bought an office chair from your company, but I returned it about a week ago.
I'm just calling to inquire when I would be able to get my money back.
It says on your website that your company will pay back the money within three working days of you receiving the returned item, but it's been five working days and I haven't received anything.
I'm sorry to hear that, Mrs. Seaman.
What's your customer reference number, please?
OK. 389460. I'm just looking on the system here and according to our records the chair you returned was received by our warehouse on Friday morning.
The payment was made on Wednesday, but there seems to be a problem with your card number.
My card number? Oh, maybe it has something to do with my new card.
女: 我的卡号? 哦，可能与我的新卡有关
It was sent to me on Tuesday.
Maybe the bank canceled my old one before you made the payment.
Well, you'll need to update your card details directly on our website.
Just make sure you're logged in and then under the description of your personal information, you should see an option for updating payment methods.
I am logged in and I'll give that a go.
I'll make a note here on the system for you so that the payment will be made tomorrow morning.
Thank you very much.
Questions 8 to 11 are based on the conversation you have just heard.
Question 8: Why does the man have his conversation with the woman recorded?
Question 9: What is the woman's purpose of calling the furniture company？
Question 10: What does the woman say about her bank card?
Question 11: What does the man advice the woman to do?