美語訓(xùn)練班 049

禮節(jié)美語 - Calling Customer Service I

Bob給一家軟件公司客戶服務(wù)熱線打電話，接電話的是 Gloria. 大家注意聽客戶服務(wù)一上來該怎樣說。

Gloria: Good afternoon and thank you for calling GlobalCom's customer hotline. My name is Gloria...how can I be of assistance?

Bob: Hi Gloria. My name is Bob Johnson and I'm calling from New York. My company ordered six packs of Pro 7 design software from your firm, but it has now been a week past the date the items were expected to arrive!

G: Okay sir...do you have the tracking number we sent you by e-mail when you first made the order?

B: Yes I do, and I also have the order number. The tracking number is S-317 and the original order number was 81635K.

Gloria 接起電話先自我介紹，然后問 How can I be of assistance? 有什么可以為您效勞的。原來是Bob的公司訂購了一批軟件本來應(yīng)該一個星期以前到，但是到現(xiàn)在還不見蹤影。Gloria向Bob索取訂貨時收到的 tracking number跟單號碼。Bob把訂貨號碼order number和跟單號碼都告訴了Gloria.

G: Okay, please wait one second while I try to find your order. Alright, I found your order number. Let me confirm the items with you here again: your order was for six packs of Pro 7 design software, correct?

B: Yes, that's correct.

G: Well, it says here that the order was canceled. The items were scheduled to be shipped, but for some reason, a last-minute notation indicates the customer asked to cancel.

B: Well, I'm the customer and I certainly didn't ask to cancel. These software packets are very important to our company. We were scheduled to begin operations of a new design department, but because the items haven't arrived, I've got 10 designers sitting around with nothing to do!

Gloria查詢后發(fā)現(xiàn)，The order was canceled. 訂貨取消了。Bob表示不可能，他向Gloria抱怨說，公司新的設(shè)計部就等著這批軟件開工，如今可好，軟件沒按時到，害得十個設(shè)計師干待著沒事干。Gloria 說：

G: I apologize for the mix-up, sir. Would you like me to reschedule a shipping date?

B: Yes, but I think there really should be some form of compensation for this error. I was reading the fine print in your customer contract and it says that if items don't arrive within the scheduled time compensation will be paid.

G: Yes, normally that would be the case, but because the items were canceled we can't be held liable.

B: I don't mean to sound rude, Gloria, but the order was not canceled. Can you produce any evidence to indicate that we sent a message asking for a cancellation?

Gloria對訂單出了誤會表示抱歉，在這里，mix-up 是誤會，混亂的意思。Bob覺得，訂購的軟件沒按時到，商家應(yīng)該賠償，這在the fine print in the customer contract 購貨合同上寫得明明白白。Gloria辯解說，一般情況下是這樣，Normally that would be the case. 但是訂單被取消，就不是他們的責任了，We can't be held liable. be held liable 是被要求負責的意思。Bob據(jù)理力爭，讓Gloria拿出證據(jù)來，證明訂單確實是Bob所在公司要求取消的。Gloria 能拿得出來證據(jù)嗎？我們下次繼續(xù)聽。

B: Well, this really is a difficult situation. But I think the company should provide some evidence that the order was canceled. Let's keep listening and find out what happens!

禮節(jié)美語---BE-236 Calling Customer Service II

MC: Bob向一家軟件公司訂購的軟件沒按時到，Bob要求賠償，但是對方熱線客服Gloria卻堅持說是Bob一方取消了訂單。Bob生氣地說：

B: Look...if you review our file you'll find that we are long-term loyal customers who have bought a significant amount of software from your company. Are you really telling me that you're just going to ignore a major mistake? I don't think your attitude is very professional.

G: I'm sorry, sir...but I am not authorized to offer any compensation at this time.

B: Then who would be authorized to do so?

G: You would have to speak with my supervisor.

B: Okay then, is your supervisor currently available?

Bob所在公司是GlobalCom的老客戶了，這次訂單出現(xiàn)差錯，Bob覺得客戶服務(wù)Gloria的態(tài)度很不專業(yè) not very professional. Gloria表示道歉，告訴Bob說，她無權(quán)向客戶承諾任何補償，I'm not authorized to offer any compensation at this time. not authorized to do something 意思是沒有權(quán)力做某事。Bob要求跟Gloria的上司說話，

G: I believe he is...please hold

J: Hello, this is supervisor JIM Bradley. Gloria told me your items did not arrive on time. We're very sorry for the inconvenience.

B: I appreciate your apology, but because we did not cancel the order I believe I'm within my rights to ask for some sort of compensation.

J: Let me look over your file one more time...do you mind holding again?

B: No, that's fine.

Gloria的上司JIM初步了解情況后，對訂貨沒有按時抵達給Bob公司造成的不便感到抱歉，We're sorry for the inconvenience. Bob 解釋說，訂單不是他們?nèi)∠?，做為客戶，他們有?quán)得到某種形式的賠償。It's within our rights to do something... 意思是我們有權(quán)做某事。JIM聽了以后，讓Bob在電話上稍候，等她仔細查查是怎么回事。

J: Mr. Johnson, I believe I know what the problems is. It seems one of our staff confused your order with another client's canceled order. We deeply regret this error and I will have your items shipped out to you today by express mail at no added charge to you. You should receive your software within 24 hours.

B: Well, thank you. I appreciate your prompt service.

J: Also in accordance with our compensation policy, we will only charge you for half of the original order. I hope these measures are satisfactory.

B: Yes, absolutely. Thank you very much Ms. Bradley. you've been very helpful.

J: You're very welcome, and I hope you'll continue working with GlobalCom.

B: We definitely will. Thank you again.

J: Not at all. Goodbye, Mr. Johnson.

MC: 查詢結(jié)果證明，確實是JIM公司員工的失誤造成訂單被取消，Bob的公司沒有責任。做為補救，JIM表示，第一，馬上把Bob訂購的軟件用特快轉(zhuǎn)遞寄出，by express mail，不收取任何額外費用 at no added cost. 保證貨物24小時內(nèi)送達，第二，根據(jù)公司的賠償政策，這次訂單費用只收取百分之五十。Bob對這種解決方式感到非常滿意。

A: Hmm, 這個解決方式不錯！不但明天就能收到訂購的軟件，而且還只花了一半的錢呢！

B: Yep, this is a great solution!!

A: 好了， 這次節(jié)目時間就到這里。這次的剪輯是小北，編輯是蔚然。

B: 同學(xué)們，我們下次的美語訓(xùn)練班再見！

A：你怎么搶我的詞兒阿.再見！