美语训练班 049

礼节美语 - Calling Customer Service I

Bob给一家软件公司客户服务热线打电话，接电话的是 Gloria. 大家注意听客户服务一上来该怎样说。

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 接起电话先自我介绍，然后问 How can I be of assistance? 有什么可以为您效劳的。原来是Bob的公司订购了一批软件本来应该一个星期以前到，但是到现在还不见踪影。Gloria向Bob索取订货时收到的 tracking number跟单号码。Bob把订货号码order number和跟单号码都告诉了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查询后发现，The order was canceled. 订货取消了。Bob表示不可能，他向Gloria抱怨说，公司新的设计部就等着这批软件开工，如今可好，软件没按时到，害得十个设计师干待着没事干。Gloria 说：

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对订单出了误会表示抱歉，在这里，mix-up 是误会，混乱的意思。Bob觉得，订购的软件没按时到，商家应该赔偿，这在the fine print in the customer contract 购货合同上写得明明白白。Gloria辩解说，一般情况下是这样，Normally that would be the case. 但是订单被取消，就不是他们的责任了，We can't be held liable. be held liable 是被要求负责的意思。Bob据理力争，让Gloria拿出证据来，证明订单确实是Bob所在公司要求取消的。Gloria 能拿得出来证据吗？我们下次继续听。

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!

礼节美语---BE-236 Calling Customer Service II

MC: Bob向一家软件公司订购的软件没按时到，Bob要求赔偿，但是对方热线客服Gloria却坚持说是Bob一方取消了订单。Bob生气地说：

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的老客户了，这次订单出现差错，Bob觉得客户服务Gloria的态度很不专业 not very professional. Gloria表示道歉，告诉Bob说，她无权向客户承诺任何补偿，I'm not authorized to offer any compensation at this time. not authorized to do something 意思是没有权力做某事。Bob要求跟Gloria的上司说话，

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初步了解情况后，对订货没有按时抵达给Bob公司造成的不便感到抱歉，We're sorry for the inconvenience. Bob 解释说，订单不是他们取消的，做为客户，他们有权得到某种形式的赔偿。It's within our rights to do something... 意思是我们有权做某事。JIM听了以后，让Bob在电话上稍候，等她仔细查查是怎么回事。

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: 查询结果证明，确实是JIM公司员工的失误造成订单被取消，Bob的公司没有责任。做为补救，JIM表示，第一，马上把Bob订购的软件用特快转递寄出，by express mail，不收取任何额外费用 at no added cost. 保证货物24小时内送达，第二，根据公司的赔偿政策，这次订单费用只收取百分之五十。Bob对这种解决方式感到非常满意。

A: Hmm, 这个解决方式不错！不但明天就能收到订购的软件，而且还只花了一半的钱呢！

B: Yep, this is a great solution!!

A: 好了， 这次节目时间就到这里。这次的剪辑是小北，编辑是蔚然。

B: 同学们，我们下次的美语训练班再见！

A：你怎么抢我的词儿阿.再见！