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1、第一幕L: I heard that you have been asked to handle our customer complaints.Z：This job can be really bad.Do not know why always me to deal with complaints from customers.L：I think you were asked because you are concerned about being courtesy and polite.Z：But customers in unreasonable I have to continue
2、 to maintain a polite, really requires well-trained for the job.L：What kind of challenges have you had?Z：In many cases, the complaints people call me, in fact, I already know how to solve their problems, they just do not listen to my speech, complained endlessly about.L：You need to let them vent.Z：V
3、ent? What is vent?L：It means to let people express their feelings or emotions.Z：So I have to patiently wait for them to vent out all the grievances i?L：Thats right. Dont interrupt them even when you understand the problem and the solution.Z：Is it a waste of time?L：When people are angry or upset, the
4、y need to talk about it. If you listen patiently, by the time most people get to the end of their tirade, they feel better and are not nearly so upset.Z: Customer !L: I advanced to pick up the phone, if there have anything into the office to find me.第二幕Z: May I help you?C: Yes, I would like to retur
5、n this shirt.Z: Alright. Do you hxdye your receipt?Y: Yes. Here it is. I bought them last week.Z: And why are you returning them?C I bought it to go with a blouse of mine. But it really match.Z: I see. Oh, wait. Miss , Im sorry. This shirt was on sale.C: Yes, its thirty percent off.Z: Im sorry, but
6、we dont allow returns on sale items.C: I know many stores hxdye that policy. But I hxdye returned sale items here before.Z: Im sorry, but we usually dont do it. It is our policy.C: I just bought this shirt yesterday. And I am a regular customer here .Can you make an exception this time?Y：we want to
7、see your manager.Z：（对着C）Can I see your receipt, please? Im sorry , our manager on the phone cant see you.C：here。Y：Your service has always been like this?Z： The customer is always right, we are here to serve you.C：I mean this shirt doesnt fit me, I must return，Y：You do not help us to return, we compl
8、ain about in the mall questionnaireZ：I have to tell your manager busy with things, I have also told you this shirt can not be returned.C：Well, I do not want to say too much to you, I want to see your manager. I want to personally say things to himZ: Well. Let me talk to the manager for a moment.C: G
9、ood. Z：A lady want to return the shrit she brought yesterday.L: Did not I tell you after the sale of discounted merchandise takes no returns?Z: I know, I have to tell her, but she must return .and she want to see you.L: Well, me and you go with this thing第三幕：Z: Miss, this is our manager。Sir, this yo
10、ung lady want to return the shirt she brought here yesterdayC: Excuse me.L: Yes, miss. How may I be of service?C: I would like to return this item. Are refunds allowed?L: Is there a reason that you would like to return it? Did you have problems with our product or services?C: No, no. It was just the
11、 wrong size.Y: yes,just the wrong size.L: Would you be interested in an exchange as opposed to a refund? I think I can help you to find the appropriate sizeC: No. I would rather just return itL: Oh, you look .Our company provided to these discounted merchandise can not be returned after the sale. I
12、believe that our clerk explained it to you. This is the Provisions of the mall , your request makes us very difficult. If you like to exchange it,I think our clerk can find the right size for you. Can you do it ? zhao ?Z: You called me? sir?L:yeah,Y: But we actually like to return, and no longer wan
13、t this shirt.Z: we have already to tell you our company policy .Please do not make things difficult for us.L: Miss, you can change your mind? If you just change the size we will hxdye to give you store creditZ:Sir?(小声说)L: Only be the case（小声说）C: It sounds like it is worth.Y:you want those store cred
14、it,right?C: Store credit is okay with me.I will be very high points, so that we earned.Y: Well, whatever. Im just a little dissatisfied with the services of this mall.L: Miss, would you willing to change it?C:yesL: Well, our clerk will give you for a good right size.Z: I have put the right size shir
15、t into this bag. I will hxdye to give you store credit, miss, .If you find something else you like in the store, you can use the credit.C: thanks, Im sure I will find something I like. I shop here a lotY: There we go. I can not stayL,z: We appreciate your business ,miss, Thanks for your patronage，welcome again ！在清洗液中硅表面为负电位有些颗粒也为负电位，由于两者的电的排斥力作用可防止粒子向晶片表面吸附，但也有部分粒子表面是正电位，由于两者电的吸引力作用，粒子易向晶片表面吸附。
