BBC商务英语Unit 8

[by:听力课堂网|http://www.tingclass.net| [00:00.00]喜欢tingclass.net，就把tingclass.net复制到QQ个人资料中！Unit 8 [00:02.01] Lesson 1 [00:04.08] Exercise 2 [00:06.50]CUSTOMER:Excuse me, [00:09.01]I bought this jumper here last week [00:12.36]but I'm not satisfied. [00:15.60]LI:Oh really? [00:17.92]CUSTOMER:Yes.Look,the zip is broken, [00:22.26]so I'd like a refund. [00:25.31]LI: A refund? [00:27.45]Well,have you got the receipt? [00:30.33]No,but you can see by the label that I bought it here. [00:35.60]LI:We don't give refunds without a receipt. [00:39.55]CUSTOMER:But that's ridiculous. [00:42.48]I buy all my clothes here. [00:46.21]I'm one of your best customers. [00:49.66]LI:We don't give refunds without a receipt. [00:53.50]Company policy. [00:55.82]CUSTOMER:Oh!Well,that's the last time [00:59.77]I buy anything in your shop! [01:02.69]Unit 8 [01:05.96]Lesson 1 [01:08.08]Exercise 3 [01:10.56]OFFICER:Excuse me,Madam. [01:13.14]I'm the customer relations officer.Can I help? [01:16.88]CUSTOMER:I bought this jumper here last week. [01:20.12]and I'm not satisfied with it. [01:22.91]OFFICER:I'm sorry to hear that. [01:25.50]What exactly is the problem? [01:28.66]CUSTOMER:Look,the zip is broken [01:31.82]and the young lady says you can't give me a refund. [01:35.79]Well,it's company policy and...Thank you,Miss Li! [01:40.68]Yes,the Zip is broke [01:44.05]I'm very sorry about that [01:46.55]but I'm sure we can sort something out. [01:49.66]CUSTOMER:I hope so. [01:51.78]OFFICER:Now,without a receipt [01:54.76]I can't give you a refund [01:57.29]but I can exchange the jumper [02:00.35]of I can give you a credit note. [02:03.59]CUSTOMER:I see,well, [02:07.03]I'll have a credit note,please. [02:10.14]OFFICER:Fine.Just sign here,please. [02:14.27]There we are. [02:18.14]Once again,please accept our apologies. [02:22.86]CUSTOMER:Thank you. [02:24.88]OFFICER:Have a nice day. [02:29.39]Miss LI!Come to my office,please. [02:35.40]Unit 8 [02:38.48]Lesson 1 [02:40.55]Exercise 4 [02:43.63]1....I'm not satisfied with.It's broken. [02:50.74]...here last week [02:52.88]and I'm not satisfied with it.It's broken. [02:56.90]I bought this hairdryer here last week [03:00.53]and I'm not satisfied with it.It's broken. [03:04.27]...wrong with it? [03:06.38]...What exactly is wrong with it? [03:09.39]...sorry to hear that. [03:11.69]What exactly is wrong with it? [03:14.61]I'm very sorry to hear that. [03:17.33]What exactly is wrong with it. [03:20.12]2....it's damaged.I'd like a refund. [03:26.71]...here yesterday and it's damaged. [03:30.05]I'd like a refund. [03:32.64]I bought this radio here yesterday [03:36.32]and it's damaged. [03:38.38]I'd like a refund. [03:40.71]...I can give you a credit note. [03:44.16]...a refund but I can give you a credit note. [03:48.60]I can't give you a refund, [03:51.52]but I can give you a credit note. [03:54.53]Unit 8 [03:56.46]Lesson 1 [03:58.58]Exercise 6 [04:01.01]When we deal with complaints, [04:04.11]it's important to treat them coollyand professionally [04:08.92]no matter how difficult the customer is. [04:12.66]I once saw a sign in a shop in Australia that said. [04:18.01]The customer is always right [04:21.36]underneath that it said, [04:24.33]He may sometimes be rude, [04:27.21]stupied,badly dressed and aggressive, [04:31.07]but he is always right.' [04:33.87]Unit 8 [04:35.77]Lesson 2 [04:38.78]Exercise 1 [04:41.47]CUSTOMER:Excuse me, [04:44.11]I bought this jumper here last week, [04:47.56]but I'm not satisfied. [04:50.48]LI:Oh really? [04:53.41]CUSTOMER:Yes,look,the zip is broken, [04:57.85]so I'd like a refund. [05:00.77]LI:A refund? [05:02.92]Oh,well,have you got the receipt? [05:06.36]No,but you can see by the label that I bought it here. [05:11.51]LI:We don't give refunds without a receipt. [05:15.38]CUSTOMER:But that's ridiculous. [05:18.67]I buy all my clothes here. [05:22.22]I'm one of your best customers. [05:25.28]LI:We don't give refunds without a receipt. [05:29.85]Unit 8 [05:31.81]Lesson 2 [05:33.92]Exercise 4 [05:36.25]Miss Li,I am not satisfied with your work. [05:41.63]LI:Oh dear. [05:43.85]MANAGER:Yes,you nearly lost the store [05:47.82]an important customer today. [05:50.80]LI:But it's company policy... [05:53.52]we don't give refunds without receipts. [05:57.15]It is never company policy to be runds to the customers,Miss Li. [06:02.68]Now ,the customer relations officer [06:06.05]is going to remind you of our complaints procedure [06:10.02]and then you will return to the shop floo [06:13.42]I shall be monitoring your work closely [06:16.79]and I do not expect to receive any more complaints about you. [06:21.36]Unit 8 [06:23.27]Lesson 2 [06:25.31]Exercise 6 [06:27.74]Making complaints about products or services is not always easy. [06:33.59]but the ability to make a complaint [06:37.32]and get it dealt with satisfactorily [06:40.40]is an essential skill for anyone in busines [06:44.92]This is not easy in a foreign language. [06:50.02]If you are angry, [06:52.66]you may make mistakes or speak badly. [06:56.68]You must try to stay calm [07:00.49]or your complaint will not be taken seriously. [07:05.06]Unit 8 [07:07.02]Lessen 3 [07:09.04]Exercise 1 [07:11.28]MR STEPHENS:David Stephens.Order department. [07:14.00]MRS CHUNG:Yes.Mr Stephens. [07:16.79]It's Mrs Chung from China Electrics. [07:20.16]MR STEPHENS:Good morning,Mrs Chung. [07:22.31]How can I help you? [07:24.26]MRS CHUNG:I'm phoning to complain about my order. [07:27.45]MR STEPHENS:Oh.I'm sorry to hear that. [07:29.67]What exactly is the problem? [07:32.73]MRS CHUNG:It hasn't arrived [07:35.16]and it's two weeks late. [07:37.80]MR STEPHENS:Oh dear.I am sorry. [07:40.88]I'll look into that immediately. [07:43.96]Can I have your order number? [07:46.29]MRS CHUNG:Yes,it's RTY 32678. [07:54.49]AM STEPHENS:RTY 32678. [07:57.86]Right.And can I take your number and call you back? [08:01.67]MRS CHUNG:Yes,but I must sort this out today. [08:06.48]My number is 533 0987. [08:12.80]Unit 8 [08:14.73]Lesson 3 [08:16.77]Exercise 2 [08:19.10]I'm phoning to complain about my order. [08:23.14]I'm sorry to hear that. [08:26.62]What exactly is the problem? [08:29.49]CUSTOMER It's late [08:31.43]and we need the goods today. [08:34.53]I'm phoning to complain about the new computers. [08:39.31]YOU I'm sorry to hear that. [08:42.32]What exactly is the problem? [08:45.19]CUSTOMER I ordered model X33,not X22. [08:51.38]CUSTOMER I'm phoning to complain about the deliverly. [08:55.51]YOU I'm sorry to hear that. [08:58.62]What exactly is the problem? [09:01.34]CUSTOMER Five of the eight machiness are damaged. [09:05.36]Unit 8 [09:07.27]Lesson 3 [09:09.30]Exercise 4 [09:11.63]1.Yes.It's 6599 XX2. 6599 XX2. [09:25.26]2.Yes.That's RTY 32678. RTY 32678. [09:39.37]3.Yes.That's 7X5009. 7X5009. [09:53.68]4.Yes.That's PS112DS. PS112DS. [10:08.44]Unit 8 [10:10.30]Lesson 3 [10:12.34]Exercise 5 [10:14.82]MRS CHUNG:China Electrics,Mrs Chung. [10:18.63]MR STEPHENS:Hello,Mrs Chung. [10:20.67]It's Mr Stephens her [10:23.57]MRS CHUNG:Ah,yes.My overdue order. [10:26.91]MR STEPHENS:Yes,I'm very sorry about that [10:30.36]but we've had trouble with our suppliers. [10:34.70]MRS CHUNG:Well,if you can't guarantee delivery within five days, [10:39.84]I'll have to cancel the order. [10:42.48]MR STEPHENS:Five days? [10:44.68]That'll be no problem,Mrs Chung. [10:47.73]As compensation,I'll give you a 3% discount on your next order. [10:53.51]MRS CHUNG:Well,thank you,Mr Stephens, [10:56.85]but I want this order within the next five days. [11:01.24]Unit 8 [11:03.14]Lesson 3 [11:05.18]Exercise 7 [11:07.40]In our business, [11:09.47]it's very important that customers receive their orders on time. [11:15.11]If printers do not have the paper they need, [11:19.24]we will be charged for the time [11:22.32]their presses are not working. [11:24.83]We will also have to arrange some kind of compensation. [11:29.74]Late deliveries and overdue orders can be very expensive for us. [11:35.30]Unit 8 [11:37.21]Lesson 4 [11:39.17]Exercise 2 [11:41.41]MISS HONG:Accounts,can I help you? [11:44.60]MR DAVIS:This is Peter Davis from Oz Textiles. [11:48.23]I wanted to discuss my company's outstanding account. [11:52.62]MISS HONG:Oh yes, [11:55.13]OZ textiles,payment is now four days overdue. [12:00.85]MR DAVIS:Yes,I'm sorry about that. [12:03.49]We have some cash flow problems at the moment. [12:07.80]MISS HONG:Yes? [12:10.02]MR DAIS:Could you give us another month to settle the account? [12:13.75]MISS HONG:I'm sorry,that's impossible. [12:16.68]It's not company policy to give credit [12:19.94]without a previous arrangement. [12:22.84]MR DAVIS:But this is ridiculous. [12:24.88]I'm one of your best customers. [12:27.89]All I'm asking for is another month to settle the account. [12:32.69]MISS HONG:I'm sorry,Mr Davis, [12:35.80]but unless we receive payment immediately [12:39.93]our lawyers will start legal proceedings against you. [12:44.24]Well,that is the last time I do business with your company. [12:48.97]MISS HONNG:Goodbye,Mr Davis. [12:52.34]Unit 8 [12:54.27]Lesson 4 [12:56.31]Exercise 5 [12:58.81]CLERK:ACC Trading. [13:01.32]Accounts.Mr Park speaking. [13:04.67]CUSTOMER:Oh,hello,Mr Park. [13:07.75]This is Sarah campbell from Asia Foods. [13:11.41]CLERK:Hello,Miss Campbell. [13:13.81]How can I help you? [13:15.82]Well,I'm calling about the invoice you sent us. [13:20.60]We've got a bit of a problem,I'm afraid. [13:24.26]CLERK:I'm sorry to hear that. [13:26.74]What exactly is the problem? [13:29.27]Well,one of our big customers is late with payment, [13:34.42]so we've got a cash flow problem at the moment. [13:38.81]Could we possible have two more days [13:42.57]to settle the account? [13:45.00]All I'm asking is two days, [13:48.55]and then I'll get the money to you as soon as possible. [13:52.68]CLERK:Hmm,two days... [13:55.60]well,I'll give you two days, [13:58.71]but if you don't pay them, [14:01.19]you know we'll have to stop the next delivery. [14:04.75]CUSTOMER:Fine,fine,don't worry. [14:08.38]You'll get the money. [14:10.60]Thank you very much for your help. [14:13.79]CLERK:You're welcome. [14:15.46]We look forward to hearing from you. [14:17.86]Unit 8 [14:19.69]Lesson 4 [14:21.65]Exercise 6 [14:23.97]What's the hardest job in a company? [14:27.60]Well,I suppose the chairman has the hardest job. [14:32.52]But I'll tell you a job I couldn't d [14:36.64]I couldn't work in account. [14:39.52]It must be very hard [14:42.44]dealing with customers' overdue accounts and late payment. [14:47.30]I would feel sorry for them, [14:50.75]which is not very good for business I know.

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