美語(yǔ)訓(xùn)練班 049

禮節(jié)美語(yǔ) - 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(tīng)客戶服務(wù)一上來(lái)該怎樣說(shuō)。

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(wèn) How can I be of assistance? 有什么可以為您效勞的。原來(lái)是Bob的公司訂購(gòu)了一批軟件本來(lái)應(yīng)該一個(gè)星期以前到，但是到現(xiàn)在還不見(jiàn)蹤影。Gloria向Bob索取訂貨時(shí)收到的 tracking number跟單號(hào)碼。Bob把訂貨號(hào)碼order number和跟單號(hào)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(shuō)，公司新的設(shè)計(jì)部就等著這批軟件開(kāi)工，如今可好，軟件沒(méi)按時(shí)到，害得十個(gè)設(shè)計(jì)師干待著沒(méi)事干。Gloria 說(shuō)：

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(duì)訂單出了誤會(huì)表示抱歉，在這里，mix-up 是誤會(huì)，混亂的意思。Bob覺(jué)得，訂購(gòu)的軟件沒(méi)按時(shí)到，商家應(yīng)該賠償，這在the fine print in the customer contract 購(gòu)貨合同上寫(xiě)得明明白白。Gloria辯解說(shuō)，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(zé)任了，We can't be held liable. be held liable 是被要求負(fù)責(zé)的意思。Bob據(jù)理力爭(zhēng)，讓Gloria拿出證據(jù)來(lái)，證明訂單確實(shí)是Bob所在公司要求取消的。Gloria 能拿得出來(lái)證據(jù)嗎？我們下次繼續(xù)聽(tīng)。

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(yǔ)---BE-236 Calling Customer Service II

MC: 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(zhuān)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.

MC: 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。

A: Hmm, 這個(gè)解決方式不錯(cuò)！不但明天就能收到訂購(gòu)的軟件，而且還只花了一半的錢(qián)呢！

B: Yep, this is a great solution!!

A: 好了， 這次節(jié)目時(shí)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(yǔ)訓(xùn)練班再見(jiàn)！

A：你怎么搶我的詞兒阿.再見(jiàn)！