The key answer of exercise 2

Conversation 1

1. a customer, a furniture company
2. The signal is poor and the conversation keeps breaking down.
3. The call gets cut off.

Conversation 2

1. a customer, a gas company
2. The customer is put through to the wrong department.
3. The customer has to give her details again.

Conversation 3

1. a travel agent, a customer
2. The customer is taking a delivery, and answering her children, and cannot deal with the call.
3. They agree that the travel agent will ring back.