商務(wù)口語天天說 第98天:怎樣回復(fù)投訴

[00:00.55]Mr. Brown, my colleague Ms. Green deals with delivery. She has called you back. 布朗先生，我的同事格林女士負(fù)責(zé)發(fā)貨。她已經(jīng)給您回電話了。 [00:08.09]Mr. Brown, my colleague Ms. Green deals with delivery. She has called you back. 布朗先生，我的同事格林女士負(fù)責(zé)發(fā)貨。她已經(jīng)給您回電話了。 [00:14.31]Yes. She has explained to me. 是的。她向我做了解釋。 [00:16.55]I'm sorry about this. 很抱歉。 [00:18.46]I hope you can take measures to solve the problem. 希望貴公司能夠采取措施解決此事。 [00:23.18]We're changed our procedures so it won't happen again. 我們已對操作程序做了改動，此類事情不會再發(fā)生了。 [00:27.20]We're changed our procedures so it won't happen again. 我們已對操作程序做了改動，此類事情不會再發(fā)生了。 [00:31.04]It caused a great amount of losses. 這給我們造成了很大的損失。 [00:33.28]Yes, I know. Can we offer you some sorts of compensation? 是的，我知道。我們可以給您提供怎樣的賠償呢?

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第一句：Mr. Brown, my colleague Ms. Greendeals with delivery. She has called you back.

布朗先生，我的同事格林女士負(fù)責(zé)發(fā)貨。她已經(jīng)給您回電話了。

A: Mr. Brown, my colleague Ms. Green deals withdelivery. She has called you back.

布朗先生，我的同事格林女士負(fù)責(zé)發(fā)貨。她已經(jīng)給您回電話了。

B: Yes. She has explained to me.

是的。她向我做了解釋。

A: I'm sorry about this.

很抱歉。

B: I hope you can take measures to solve the problem.

希望貴公司能夠采取措施解決此事。

第二句：We're changed our procedures so it won't happen again.

我們已對操作程序做了改動，此類事情不會再發(fā)生了。

A: We're changed our procedures so it won't happen again.

我們已對操作程序做了改動，此類事情不會再發(fā)生了。

B: It caused a great amount of losses.

這給我們造成了很大的損失。

A: Yes, I know. Can we offer you some sorts of compensation?

是的，我知道。我們可以給您提供怎樣的賠償呢?

其他表達(dá)法：

We apologize for the mistake. It won't happen again.

我們對我方的失誤表示道歉。此類事件不會再發(fā)生了。

We apologize for the mix-up. We've sorted things out now.

很抱歉造成了這種混亂。我們已經(jīng)進(jìn)行了整理。

不要盡談些期待性的預(yù)測。

不可做人身攻擊。

不可打斷他人的發(fā)言。