READING 4 The Difficult Return

The Difficult Return

Read the following conversation between a customer service representative (A) and a customer (B) in a store. Pay special attention to the words in bold. 8.6

A: Can I help you? B: I’d like to return a pair of shoes. A: Of course. B: Finally! I was here on Monday, but the customer service window was closed. Then I was here on

Tuesday, but the line was too long, so I went home.

And just now I waited in line for 20 minutes! A: Oh, I’m so sorry. Let’s take care of this right now. B: Thank you! A: Is there a problem with the shoes? B: No, they’re just too big. A: Could I see your receipt, please? B: Yes. Here it is. A: Great. Would you like the refund on your credit card? B: Yes, I would. Thanks. A: May I have the shoes? I need to scan them. B: Sure. A: (The salesperson scans the shoes.) Oh. B: Is there a problem? A: I’m afraid there is. These are children’s shoes. B: Yes, they are. I bought them for my daughter. But they’re too big for her. A: I’m really sorry. But I can’t handle refunds for children’s shoes. They need to be returned to the children’s department. B: Are you serious1? A: I am. I’m sorry. Would you like directions to the children’s return desk? B: No. I’m giving up on making this return. The shoes will fit my daughter eventually2 .

1 serious: not joking 2 eventually: at some time in the future

COMPREHENSION Based on the conversation, write T for true or F for false.

1. The customer wants to return a pair of shoes. 2. The shoes were for the customer’s husband.

3. The customer returned the shoes and got a refund.