第98天:怎樣回復(fù)投訴

　　星級典句：

　　第一句：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責(zé)發(fā)貨。她已經(jīng)給您回電話了。

　　A: 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。