M: Hello. You're through to customer service. This is Michael speaking. [8] 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?
W: Hi, my name is Gene Seaman. [9] 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.
M: I'm sorry to hear that, Mrs. Seaman. What's your customer reference number, please?
W: It's 389460.
M: 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.
W: My card number? [10] Oh, maybe it has something to do with my new card. It was sent to me on Tuesday. Maybe the bank canceled my old one before you made the payment.
M: [11] 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.
W: I am logged in and I'll give that a go.
M: I'll make a note here on the system for you so that the payment will be made tomorrow morning.
W: Thank you very much.

男：您好，这里是客户服务部。我是迈克尔。［8］在我们继续之前，我只想让您知道，这段通话正在被录音，将来可能会被用于培训目的。今天有什么可以帮您的吗？
女：你好，我叫姬恩·西曼。［9］我最近在贵公司买了一把办公椅。但我在大约一周前把它退掉了。我打电话只是想问一下我什么时候能拿回我的钱。你们网站上说，公司会在收到退货后的三个工作日内退款，但是已经过去五个工作日了，我还没有收到退款。
男：我很抱歉，西曼夫人。请问您的客户编号是多少？
女：389460。
男：好的，389460。我正在查看系统，根据我们的记录，星期五早上我们的仓库收到了您退回的椅子。款项是在星期三退的，但您的卡号似乎有问题。
女：我的卡号？［10］哦，可能与我的新卡有关。它是在星期二寄给我的。也许在你们付款之前，银行就把我的旧卡注销了。
男：［11］嗯，您需要直接在我们的网站上更新您的银行卡信息。只要确保您已经登录了网站，然后在您的个人信息描述下，您应该会看到一个更新支付方式的选项。
女：我已经登录了，我会试试的。
男：我会在系统上为您做个记录，这样明天早上就可以退款了。女：非常感谢。

8.为什么男士会把他和女士的对话录下来？
A)供公司备案。
B)用于将来的培训。
C)为了确保信息安全。
D)为了遵守公司的规定。

9.女士打电话给家具公司的目的是什么？
A)拿回她退掉的椅子的钱。
B)核对她的客户编号。
C)询问办公椅的价格。
D)对其客户服务提出投诉。

10.关于她的银行卡，女士说了什么？
A)她得到了一张新卡。
B)她大约三天前把它弄丢了。
C)她忘了把它放在哪里了。
D)她必须更新它的信息。

11.男士建议女士做什么？
A)将她的个人信息上传到公司的网站。
B)在公司的网站上更新她的银行卡信息。
C)在该公司的系统上做一个具体的说明。
D)重新考虑她对付款方式的选择。