Receptionist:
Hello, this is the complaints centre of the service department at Clifton Antiques. Before we start, I'll just need to take more details from you, OK?
Caller:
Sure, no problem.
Receptionist:
Well, could you please tell me your full name, madam?
Caller:
It is Anna Lumley, that's Anna, L-U-M-L-E-Y.
Receptionist:
All right, L-U-M-O-E-Y.
Caller:
Not exactly. The fourth letter is L, not 0.
Receptionist:
Oh, sorry. Let me rewrite it... and may I have your contact number that we can use to reach you during the week?
Caller:
Sure, my mobile phone number is 0-double 7-8-7-6-3-4-5.
Receptionist:
Great. Now, what can I do for you today, Anna?
Caller:
I placed an order of a large quantity of items from you last week on the 20th February, and has been expecting them to arrive at the office in a week. However, only half of the shipment has been delivered. I just would like to ensure that they haven't been missing in transit.
Receptionist:
All right, madam. It's a pity that we brought the inconvenience to you. I'll look for the parcel track record and see if I can give you a date when it is okay to receive the rest of your orderings. What was your delivery address listed?
Caller:
I made the arrangements for the parcel to be conveyed from your warehouse on Ardale Road to my office address at 235 Akendale Road.
Receptionist:
Sorry, could you say it again, the address?
Caller:
235 Akendale Road. A-K-E-N-D-A-L-E.
Receptionist:
In east sea?
Receptionist:
Well, OK. Our system has tracked your parcel, which shows that your shipment has been received; however, there's no record about the lost items. I would suggest that you wait for two days, and if the other items don't arrive then you might necessarily consider to claim insurance coverage for the value of the rest. How much are them worth?
Caller:
Umm, they cost me $34,500 in total.
Receptionist:
All right. For this amount, I think 10% will be covered by the insurance company, therefore, you could claim $3450 from them. If you like to, there is a form on our website that you can fill in and when the loss is confirmed, you will get the money within five workdays. The rest of the money will be refunded to you in a month, so you won't suffer a financial loss.
Caller:
It sounds reasonable.
Receptionist:
Yet it is necessary to make a list of your lost items so we can recheck it against our records, is that ok?
Caller:
Of course, okay. It is unfortunate that a few missing items are the sole one of a kind and thus, irreplaceable. Also, there were many small items that aren't very valuable, like lamps and chairs. However, there was a large item of antique furniture and a bag filled with first edition books, which were some of the first ever to be printed on a press.
Receptionist:
Right, ok. Anything else?
Caller:
Yeah, there were also some important items, a Victorian rocking horse for my daughter, some large oil paintings originating from the Edwardian period and some few decorative fruit bowls.
Receptionist:
Right, ok. I've taken down the list of these missing items, so I'll call the warehouse to see if any of them are still there.
Caller:
Ah, I almost forgot! There are several other pieces that I've spotted on your website and wanted to order. May I do that now?
Receptionist:
It is definitely okay. Would you describe me a little about the items that you are looking to buy?
Caller:
There is a gold clock and a golden framed vintage mirror.
Receptionist:
Ok, perfect. The charge will be taken from payment card that you used before, you can expect them to be delivered within the next week. Is there anything else that I can do for you today?
Caller:
Yes, I received two damaged items in the shipment, so I need to claim for a partial refund.
Receptionist:
Oh, sorry. I need to know more about the details of the actual damage over the phoneline before you put in a full report. What kinds of pieces are damaged?
Caller:
A drawer is missing from the antique mahogany desk, and I also spotted a dent on one of the corners, so it's basically unusable.
Receptionist:
I see. Do you know how much will it cost to repair it?
Caller:
No. Well, I don't think it's repairable. I will have to buy a new one.
Receptionist:
Sorry. I'll take a note of that and see what we can do for compensation. Anything else?
Caller:
I also purchased a set of dining chairs with navy leather padding. However, the colour is faded and one of the legs has completely split down the middle.
Receptionist:
Ok, are there any other damaged pieces?
Caller:
Yes, there is a set of Chinese crockery to furnish my dining room table. But when I opened the case I found that a cup was lost and that some plates had smashed-four, actually.
Receptionist:
And is that all of the items?
Caller:
Yes. I think that's all.
Receptionist:
Right, I'll estimate the value of the damaged and a refund will be issued.
Caller:
Ok, cheers for your great help.
Receptionist:
No problem, my pleasure. Goodbye!
Đáp án cần điền là số điện thoại 
Nghe thấy khách trả lời "my mobile phone number is 0-double 7-8-7-6-3-4-5" 
