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1、（售后服务）2020年服务英语第一部份 公共英语一、公共服务英语50句1. Good morning/ afternoon / evening, Sir/Madam. May I help you? 先生、小姐早上/下午/晚上好，要我帮忙吗？2. Excuse me. 对不起。（为了引起他人注意或因为打扰别人）3. I am sorry. 对不起.( 为某事道歉)4. It doesnt matter/Never mind. 没关系。5. Youre welcome./ Its my pleasure./Dont mention it.别客气。6. Have a nice trip./ Enj
2、oy your trip./ Have a pleasant stay in (China). 祝您（在中国）旅途愉快！7. May I have your name?/Could you please spell your name?/ What is your family name/surname? 请问您尊姓大名？/请问您的姓名如何拼写？您贵姓？/请问您大名？8. What is the departure time / arrival time? 飞机几点起飞/到达？9. It depends (on). /Im not quite sure.看情况吧。/ 我不太确定。10. Ver
3、y nice to meet you! 很高兴认识您。11. It is a direct flight. 这是直达航班。12. When do I have to get to the airport?我要何时到达机场？/You should get to the airport hours before departure.您至少要在起飞前到达机场。13. Can you tell me the telephone number of the inquiry office? 您能告诉我问讯处的电话号码吗？14. hat is the reason for the delay? Becaus
4、e of bad weather/ mechanical difficulties/incomplete check-in procedures/poor visibility/air traffic control?为什么延误？因为天气原因机械原因飞机调度原因末完成值机程序能见度差空中管制。15. Please wait a moment .请稍等16. Thank you for your cooperation and understanding.感谢您的合作.17. You can book an E-ticket online or if you call 95539, we can
5、 provide you the ticket delivery free of charge.您可在网上购买一张电子客票或打电话到95539，我们提供免费送票。18. Im sorry to keep you waiting so long.让您久等，实在抱歉。19. We will keep you informed.我们将随时通知您.20. Please fill out this form.请填写这张表格。21. It takes about hours and minutes.You will arrive at about . 飞行时间是小时分钟。到达时间约_ .22. Speci
6、al meals should be booked 24 hours before departure.特殊旅客餐食应在起飞前二十四小时预订.23. I beg your pardon?请再说一遍，好吗？/ You are speaking a little bit too fast for me. Could you speak a bit slower? 您说得太快了，请说慢一点.24. Just a moment, please. Im going to check. 请您等一等，让我查一查。25. I wish I could help you but this is our comp
7、anys policy. 我真想帮您，可是我们只能按规定办理26. Dont worry, we will try our best to help you. 别担心，我们会尽力帮助您。27. What a pity!/I am sorry to hear that.非常遗憾非常抱歉听到这事28. Please call our Customer Service Call Center. The number is 95539.请拨打电话到旅客呼叫中心，电话号码是95539.29. There is a shuttle bus operating between downtown and th
8、e airport. 可乘座豪华巴士空港快线到市区机场30. SkyTeam members are AM-AeroMxico/ AF-Air France /Az-Alitalia/ Ok-CSA Czech Airlines /DL-Delta Air Lines/ KE-Korean Air/CO-Continental Airlines/KL-KLM Royal Dutch Airlines/ NW- Northwest Airlines天合联盟成员有墨西哥航空法国航空意大利航空捷克航空达美航空大韩航空大陆航空荷兰皇家航空美国西北航空31. What is that type of a
9、ircraft? Boeing777Airbus320 /ERJ145. 这是什么机型，波音777空客320喷气ERJ14532. Welcome to China Southern Airlines. 欢迎乘坐中国南方航空公司的航班33. Weve already sent the information to the appropriate department and theyll inform you as soon as possible. 我们已将有关信息送到相关部门，他们会尽早通知您34. You only need to check in once if connecting
10、to other SkyTeam flights.联乘天合联盟航班时，只需办理一次报到登机手续.35. The free baggage allowance/baggage weight limit for every Economy/Business/First Class passenger is 20/30/40kg.免费行李头等舱公务舱经济舱是20/30/40kg.36. You can take two pieces of hand luggage within a total weight of 5 kgs. 您可携带2件手提行李，重量不超出5公斤37. Please go to
11、the Transfer Counter/Connecting Counter for your next China Southern flight. 请到中转柜台38. The flight number and the date, please.航班号、航班日期。39. Do you have a FFP mileage card?您有里程卡吗？40. Please present your Sky Pearl Club membership card when making your reservation and when checking in.请在订坐和值机时出示明珠会员卡。41
12、. Could you give us your telephone number and address in case of any change in your flight? 由于更改航班请留下您的电话号码和地址。 42. Merry Christmas!/Happy New Year! 圣诞快乐新年快乐43. Are you a frequent flyer of SkyTeam? I am a Member /Elite /Elite Plus您是天合联盟的常客？我是普通会员优选会员尊荣会员44. The flight is already fully booked because
13、 of the Guangzhou Export Commodities Fair (Canton Fair).由于广交会期间，航班已满45. No problem/Of course/Certainly. We care about you!没问题当然了，我们更关注您46. I will ask someone else to help you. Please wait just a moment.我找别人来帮您，请稍等47. Good bye! Have a nice day!再见，祝您愉快！48. This is a code-share flight.这是代码共享的航班49. You
14、may inquire with the ground staff after your arrival.飞机到达后，您可询问地面服务人员50. Breakfast/ Brunch /Lunch / Dinner will be available on the flight. Snacks/Light meals/Special meals are available on this flight.机上供应早餐中餐晚餐早午餐点心轻便餐特殊餐第二部份 业务英语一、呼叫中心服务英语句1. Just a moment, Ill transfer you.请稍等，我给您转过去。2. May I ca
15、ll back later? 您一会再打来好吗？3. You will have to pay a cancellation fee.您必须付退票费。4. May I have your flight number, please?我可以看一下您的航班号吗？5. Would you hold on, Ms / Sir? Ill check for you.先生小姐请别挂断，我给您查一下6. Thank you for calling. Good-bye.谢谢你的电话，再见7. Im very sorry, Ms./Sir. Your reservation from _ to _ has been cancelled. 先生小姐对不起，您预定的从到航班的座位已被取消8. Any reservation without reconfirmation 72 hours prior to departure will be cancelled.所有的定座在小时前没有再确定会被取消9. It leaves at _ in the morningafternoon /evening.飞机在上午下午晚上
