商務禮節(jié)美語第231期：CallingCustomerService客服熱線(上)

1、商務禮節(jié)美語第 231 期： Calling Customer Service 客服熱線（上）Bob 給一家軟件公司客戶服務熱線打電話，接電話的是 Gloria. 大家 注意聽客戶服務一上來該怎樣說。Gloria ： Good afternoon and thank you forcalling GlobalComs customer hotline. My name is Gloria.how can I be ofassistance?Bob ： Hi Gloria. My name is Bob Johnson andIm calling fromNew York. My company

2、 ordered six packs of Pro 7 designsoftware from your firm, but it has now been a week past the date the itemswere expected to arrive!G ： Okay sir.do you have the tracking numberwe sent you by e-mail when you first made the order?B： Yes I do, and I also have the ordernumber. The tracking number is S-

3、317 and the original order number was 81635K.Gloria 接起電話先自我介紹，然后問 How can I be of assistance? 有什么能夠為您效勞的。原來是Bob的公司訂購了一批軟件本來應該一個星期以前到，但是到現(xiàn)在還不見蹤影。Gloria向Bob索取訂貨時收到的tracking number跟單號碼。Bob把訂貨號碼order number和 跟單號碼都告訴了 Gloria.G： Okay, please wait one second while I tryto find your order. Alright, I found

4、your order number. Let me confirm theitems with you here again ： your order was for six packs of Pro 7 designsoftware, correct?B： Yes, thats correct.G ： Well, it says here that the order wascanceled. The items were scheduled to be shipped, but for some reason, alast- minute notation indicates the cu

5、stomer asked to cancel.B： Well, Im the customer and I certainlydidnt ask to cancel. These software packets are very important to our company.We were scheduled to begin operations of a new design department, but becausethe items havent arrived, Ive got 10 designers sitting around with nothing todo!Gl

6、oria 查詢后發(fā)現(xiàn)， The order was canceled. 訂貨取消了。 Bob 表 示不可能，他向 Gloria 抱怨說，公司新的設計部就等著這批軟件開工， 如今可好，軟件沒按時到，害得十個設計師干待著沒事干。 Gloria 說：G ： I apologize for the mix-up, sir. Wouldyou like me to reschedule a shipping date?B： Yes, but I think there really should besome form of compensation for this error. I was read

7、ing the fine print in yourcustomer contract and it says that if items dont arrive within the scheduledtime compensation will be paid.G ： Yes, normally that would be the case,but because the items were canceled we cant be held liable.B： I dont mean to sound rude, Gloria, butthe order was not canceled. Can you produce any evidence to indicate that wesent a message asking for a cancellation?Gloria 對訂單出了誤會表示抱歉，在這里， mix-up 是誤會，混亂的 意思。Bob覺得，訂購的軟件沒按時到，商家應該賠償，這在thefine printin the customer contract購貨合同上寫得明明白白。Gloria 辯解說，一般情況下是這樣， Normallythat would be the case. 但是訂單被取消