Contents 6
1 First contacts page 6
2 The right person page 12
3 An unexpected call page 18
4 What's the message？ page 26
5 Handling information page 32
6 Communlcation breakdown page 36
7 Making plans page 42
8 Solving problems page 48
9 Handling complaints page 54
10 Closing a call page 60
Vocabulary notes page 66
Listening tapescript page 81
Answer key page 99
VCD transcript page 112