P>You will hear a conversation between a customer service representative and a customer who demands a full refund. First, you have some time to look at questions one to four. You will see that there is an example which has been done for you. On this occasion only, the conversation relating to this will be played first. Hello and welcome to Under Pressure Enterprises Customer Service Department. This is Kelly, how may I help you? Yes, I'm calling about one of your rice cookers I just purchased. (The customer says that he is calling about one of the rice cookers he just purchased, so 'rice cooker' has been written in the space. Now we shall begin.) You should answer the questions as you listen because you will not hear the recording a second time. Listen carefully and answer questions one to four. Hello and welcome to Under Pressure Enterprises Customer Service Department. This is Kelly, how may I help you? Yes, I'm calling about one of your rice cookers I just purchased. What seems to be the problem, sir? Seems there's no seeming about it. The blasted thing shoots hot steam all over the place. That's what. It nearly scalded my hand when I went to open it. Why, it could have killed the cat or something! It could have exploded and killed my wife and me! Sir, please calm down. As long as the steam escapes the cooker, it won't explode. So you're telling me there's no problem? Are you calling me a liar, sir? No one is calling you a liar. Yes, so I demand a full refund. Under Pressure will be happy to refund your money, sir. Now I just need some basic information. Okay, okay. Sorry, I do tend to get a little hot under the collar. My wife tells me to slow down. So what do you need...
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