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　　答案 Model Answer: Topic: Shopping/ Customer services &Band 8 Sample

　　Is itnecessary for companies to set up customer service?

　　Ofcourse. Customers are very important, and keeping them satisfied by providingcontinued support is one way to build a customer base and consolidate theirloyalty.

　　What products or services dopeople in your country like to complain about?

　　People inmy country like to complain about electricity prices. There’s only one companythat provides electricity here. It often raises electricity prices withoutcaring about quality of service because it has monopoly.

　　Would you buy things in the shopswhich you have made complaints before?

　　No, Iwould not. I’m not someone who likes to make complaints, so if I had done so ata store, it would be for something serious like faulty products orunauthorized, suspicious charges on my credit card.

　　Do you think customers’complaints will improve products or services?

　　No,companies aren’t worried about complaints if they don’t lead to lawsuits, andmost people don’t have the money or tenacity to file charges. On the otherhand, companies are concerned about their sales. If many people complain abouttheir products, then they will have to improve them.

　　Are there any disadvantages tosetting up customer service?

　　It costscompany a lot of money to set up and maintain customer service. And it’s quitehard to find people that are suitable to work in customer service; you have tobe friendly, patient and tactful – these qualities are quite hard to come bythese days.