(点击右边三个点，可调整速度，电脑上可下载)

Dialog 1:

Menu

F: This is a good place to see customer service in action.

M: This is a coffee shop, I run a department store.

F: service is service, whether you’re selling sandwiches or dresses.

M: ready to order?

F: we don't have menus.

M: Hang on, I’ll be back.

F:We 've been here for 10 minutes and no menus, Let's get out of here.

M: not satisfied with the service? take your business elsewhere.

Q: what do they want?

A: menus/good service.

Dialog 2:

M: Let’s hope the service in this coffee shop is better.

F: If not, there is another one across the street.

F: Hi, how are you today?

F: fine, thinks, what’s good today.(今天有什么好吃的)

F: everything is good here, what are you in the mood for ?(现在你喜欢什么——

F: I think a sandwich.

F: there is a special sandwich menu on the wall.

M: Can I have my sandwich on toasted bread?（烤面包）

F: Of course, you can have it anyway you want it.

Q: what will they order?

A:sandwich

Dialog 3:

F: see the difference between the two service?

M: like night and day.(截然相反)

F: at the first coffee shop, we are an intrusion.--intruder

M: and at this coffee shop, we are valued customers.

F: that’s what customers want to be . A valued one.

M: the customer is king.

F: the customer is always right.

M: maybe better customer service is the answer to my problem.

Q: who is always right?

A:the customer.

Small talk 表示同意)

――without doubt/we certainly are/absolutely.