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1、 商务礼节美语第232期:Calling Customer Service 客服热线(下)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
2、 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Global Com的老客户了，这次订单消失过失，Bob觉得客户效劳Gloria的态度很不专业not v
3、ery professional. Gloria表示赔礼，告知Bob说，她无权向客户任何补偿，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
4、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初步了解状况后，对订货没有按时抵达给Bob公司造成的不便感到愧疚，
5、We”re sorry for the inconvenience. Bob解释说，订单不是他们取消的，作为客户，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，等她认真查查是怎么回事。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 deepl
6、y 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 hal
7、f 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 Global Com.B: We definitely will. Thank you again.J: Not at all. Goodbye, Mr. Johnson.查询结果证明，的确是JIM公司员工的失误造成订单被取消，Bob的公司没有责任。作为补救，JIM表示，第一，立刻把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，其次，依据公司的赔偿政策，这次订单费用只收取百分之五十。Bob对这种解决方式感到特别满足。
