禮節(jié)美語(yǔ):236 Calling Customer Service II

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Bob向一家軟件公司訂購(gòu)的軟件沒(méi)按時(shí)到，Bob要求賠償，但是對(duì)方熱線客服Gloria卻堅(jiān)持說(shuō)是Bob一方取消了訂單。Bob生氣地說(shuō)：

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(cuò)，Bob覺(jué)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(shuō)，她無(wú)權(quán)向客戶承諾任何補(bǔ)償，I'm not authorized to offer any compensation at this time. not authorized to do something意思是沒(méi)有權(quán)力做某事。Bob要求跟Gloria的上司說(shuō)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(duì)訂貨沒(méi)有按時(shí)抵達(dá)給Bob公司造成的不便感到抱歉，We're sorry for the inconvenience. Bob解釋說(shuō)，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(tīng)了以后，讓Bob在電話上稍候，等她仔細(xì)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.

查詢結(jié)果證明，確實(shí)是JIM公司員工的失誤造成訂單被取消，Bob的公司沒(méi)有責(zé)任。做為補(bǔ)救，JIM表示，第一，馬上把Bob訂購(gòu)的軟件用特快轉(zhuǎn)遞寄出，by express mail，不收取任何額外費(fèi)用 at no added cost. 保證貨物24小時(shí)內(nèi)送達(dá)，第二，根據(jù)公司的賠償政策，這次訂單費(fèi)用只收取百分之五十。Bob對(duì)這種解決方式感到非常滿意。