You will hear five conversations taking place in restaurants and the customers are complaining about something. Before you l

You will hear five conversations taking place in restaurants and the customers are complaining about something.
    Before you listen, read the list of statements, five of which are summaries of how these problems are solved.
    Then listen carefully and match the statements(A-F)with the conversations that are about them(9-13)respectively.
    There is one extra statement that you don’t need to use. You will hear the passage twice. Dialogue 1:(W: Woman, Hw: Head Waiter)
W: Head waiter, I want to have a word with you.
Hw: Yes, madam. Is there something wrong, madam?
W: Look at these glasses. I don’t think you would say that they are clean, and this one’s even got lipstick on it.
Hw: I’m very sorry, madam. They should have been changed before. I’ll bring you clean ones right away.
Dialogue 2:(M: Man, Hw: Head Waiter)
M: Head waiter, my wife and I have been kept here waiting nearly an hour for our meal! Is it likely that we’ll wait for another hour?
Hw: I’m terribly sorry about that, sir. Our staff has been kept unusually busy this evening. I’ll see to it personally myself. Now, if you would be kind just telling me what you ordered.
Dialogue 3:(M: Man, Wa: Waitress)
M: Waitress! This meat is like old leather! It’s bad enough to break every tooth .
Wa: Perhaps you’d like to change your order, sir. The sirloin is very tender.
Dialogue 4:(W: Woman, Wa: Waitress Ma: Manager)
W: Look what you have done! Spilt soup all over my new dress!
Wa: I’m terribly sorry, madam. Perhaps if I could sponge it with a little warm water...
W: Leave it alone, man. You’ll only make it worse. I want to speak to the Manager!
Ma: I do apologize for this unfortunate accident, madam. If you would like to have the dress dry cleaned and send the bill to us, we’ll be happy to take care of it.
Dialogue 5:(M: Man, Wa: Waitress)
M: Waiter, this just won’t do. This wine’s got a most peculiar flavor.
Wa: Yes, sir. I’ll take it back. Perhaps you would like to choose another wine instead, sir?
M: That sounds nice. So what would you suggest?
That is the end of Part 2. You now have 20 seconds to copy your answers on the Answer Sheet.