2分鐘英語課堂：如何同難纏的客戶交流 Talking To A Difficult Customer

　　導(dǎo)語：讀者在聽讀該文時(shí)，重點(diǎn)注意以下單詞和短語：professional adj. 專業(yè)的;daughter-in-law n. 兒媳婦;portable adj. 手提的，便攜式的。為加深印象，小編又給每個(gè)重點(diǎn)詞或短語配了一個(gè)精彩的例子。

　　In this lesson we will show you through longer conversations, how to serve difficult customers in a professional way, taking care of them without being rude or difficult yourself.

　　在這節(jié)課里，我們將通過一段稍長的對(duì)話教你怎樣專業(yè)得來服務(wù)一些難纏的顧客，既能讓他們滿意又不為難你自己。

　　Interaction：Hello viewer! How are you? It’s always a hard day when you have to deal with a difficult customer. Whether the mistake is on your or the customer’s part, you have to be polite if you want to keep the customer coming back. This lesson has conversations about such a situation and how to deal with it. To brush up your vocabulary, have a look at the vocabulary section at the end and practice using the words in the sentences. Shall we get started then?

　　互動(dòng)： 觀眾朋友們大家好!你好嗎?當(dāng)你必須要處理一個(gè)難纏顧客的問題時(shí)，那總是很難熬的一天。不管過錯(cuò)在于你還是在于顧客，如果你還想有回頭客，你必須要有禮貌。這節(jié)課里的對(duì)話都是關(guān)于這樣的情況以及怎樣處理的。為了提高你的詞匯量，在這部分結(jié)尾時(shí)看一看新學(xué)的詞匯并試著在句子里練習(xí)這些單詞。那么我們現(xiàn)在開始吧，怎樣?

　　Dealing with an Angry Customer.

　　應(yīng)對(duì)一個(gè)生氣的顧客。

　　Mr. Sommers: Hello.

　　薩默斯先生：你好。

　　Henry: Hello Sir.

　　亨利：你好，先生。

　　Mr. Sommers: Where’s Ginny?

　　薩默斯先生：金尼在哪里?

　　Henry: Ginny’s off today, Sir. May I help you?

　　亨利：金尼今天休息，先生。有什么我能幫忙的嗎?

　　Mr. Sommers: Where’s Tom Newsome?

　　薩默斯先生：湯姆.紐瑟姆在嗎?

　　Henry: He had to go to our other store. Can I help you?

　　他已經(jīng)到我們另一個(gè)店去了，我能幫你嗎?

　　Mr. Sommers: We bought a sofa bed there, and I found a big hole in the mattress when it was delivered.

　　薩默斯先生：我們?cè)谀銈兊昀镔I了一個(gè)沙發(fā)床，但我們?cè)诎徇\(yùn)時(shí)發(fā)現(xiàn)床墊上有一個(gè)大洞。

　　Mr. Sommers: We have been buying for the past 10 years from your store. I can’t believe you’d sell something like that to a loyal customer.

　　薩默斯先生：在過去的十年內(nèi)我們一直在你家商店買東西。我簡直不敢相信你們會(huì)賣給一個(gè)忠誠的顧客那樣一個(gè)東西。

　　Henry: We appreciate your loyalty towards our store. I’m terribly sorry for that. I can’t believe our warehouse could ship a damaged piece of furniture.

　　非常感謝你一直照顧我們的生意。對(duì)此萬分抱歉。我也不敢相信我們的倉庫會(huì)運(yùn)送一件毀壞的家具給您。

　　Mr. Sommers [raising his voice a bit]: Well they sure did! I just told you they did! Don’t you believe me?

　　薩默斯先生[提高了一點(diǎn)他的聲音]：嗯他們的確如此!我剛剛說的都是真的!難道你不相信我?

　　Henry: I’m sorry Sir. I didn’t mean that you weren’t telling the truth. I meant that I was surprised that we did that. Do you have your sales receipt?

　　亨利：我很抱歉，先生.我不是說您說的不是實(shí)話.我的意思是我非常吃驚我們的倉庫會(huì)那樣做.您有銷售發(fā)票嗎?

　　Mr. Sommers: We’ve got to have a sofa by Wednesday. My daughter-in-law will be coming to stay with us on Wednesday.

　　薩默斯先生：在星期三之前我們一定要有一個(gè)沙發(fā).我的兒媳婦星期三會(huì)來和我們住.

　　Henry: Yes, Sir. We’ll take care of it for you. I’m sure we can fix the problem.

　　亨利：好的，先生.我們一定會(huì)辦妥的.我確信我們能解決這個(gè)問題.

　　Dealing with an Irritated Customer.

　　應(yīng)對(duì)一個(gè)惱怒的顧客.

　　Jane: This is Jane. I’m the sales manager. How can I help you?

　　簡：我是簡.我是銷售經(jīng)理.我能幫你什么嗎?

　　Sarah: Hello. I haven’t received my package yet. It’s almost been a week and I’ve already paid for it.

　　薩拉：你好，我到現(xiàn)在還沒收到我的包裹.都快一個(gè)星期了，而且我都已經(jīng)付過款了.

　　Jane: I’m really sorry about that, ma’am. But, first, may I have your name please?

　　簡：真的很抱歉，女士.但是，首先，我可以知道你的名字嗎?

　　Sarah: This is Sarah Roberts. I need the package by today. The package is a gift to my friend and it’s her birthday today.

　　薩拉：我是薩拉.羅伯特.　我今天就要我的包裹.這個(gè)包裹是給我朋友的一個(gè)禮物，今天是她的生日.

　　Jane: We are sorry for the delay and we’ll try to take care of the issue. What was the date of the order?

　　簡：很抱歉包裹拖延了.我們會(huì)密切留意的.您的訂單號(hào)日期是多少?

　　Sarah: I don’t think that would help. You just take my order number and deliver my product by noon.

　　簡：我認(rèn)為這沒什么用.你會(huì)用我的訂單號(hào)在中午之前發(fā)貨給我.

　　Jane: Ms. Roberts, if you tell me the date you placed the order, I'll check whether it has been sent or not. I'm here to help you.

　　簡：羅伯特女士，如果你告訴我你訂單的日期，我會(huì)查一下它發(fā)貨了沒有.我在幫助你.

　　Sarah: Oh, all right. The date of the order is February 16, 2014.

　　薩拉：噢，好吧.訂單日期是2014年二月十六號(hào).

　　Jane: Okay. I’ve checked it. Your order has already been dispatched and it’s scheduled to be delivered today.

　　簡：好的，我已經(jīng)查過了.你的訂單已經(jīng)發(fā)過貨了，而且今天就應(yīng)該到.

　　Sarah: I hope so. I’m tired of calling you guys again and again.

　　薩拉：希望如此.我討厭一遍一遍給你們打電話.

　　Jane: I’m sorry for your trouble.

　　簡：抱歉給你帶來麻煩.

　　Helping a Customer to Solve a Problem.

　　幫助顧客解決問題.

　　Victor: Hello, can I speak to the customer support department?

　　維克托：你好，是客戶服務(wù)部門嗎?

　　Norah: Yes, this is customer support. How can I help you?

　　是的，這里是客服部門，我能幫您做點(diǎn)什么?

　　Victor: I got the portable audio player I ordered from you, but it’s not working.

　　我收到了我從你們公司訂的便攜式音樂播放器，但是它壞了.

　　Norah: Oh? I am sorry to hear that. Can you tell me your order number?

　　諾拉：哦?很抱歉.你能告訴我你的訂單號(hào)嗎?

　　Victor: Hold on… I have it right here. Yes, it’s 5678.

　　維克托：等一下... 我找到了.對(duì)的,是5678.

　　Norah: Okay. The product you have is the portable media player. Can you tell me what’s the problem?

　　諾拉:好的,你買的產(chǎn)品是便攜式媒體播放器.你能告訴我出什么問題了嗎?

　　Victor: Well, I connected it to the TV, but it’s not turning on.

　　維克托:嗯.我把它連到電視時(shí),打開不了.

　　Norah: How did you connect it to the TV?

　　諾拉:你怎樣把它連到電視上的?

　　Victor: I used the USB port.

　　我用USB接口的.

　　Norah: Well, the USB is for PC connections only on this model. You can’t connect to the TV with it.

　　這種類型的播放器用USB接口只能連個(gè)人電腦.你不能用它來連電視.

　　Victor: What? What do I do then? How can I use it if I can’t connect it to the TV? This is crazy!

　　維克托:什么?那我怎么辦?如果我不能把它連接到電視上我要它做什么?太糟糕了!

　　Norah: Please, don’t worry Sir. You can connect it to the TV using an HDMI cable.

　　諾拉:不要擔(dān)心,先生.你可以用HDMI線來連到電視上.

　　Victor: An HDMI cable? Oh… But there was no HDMI cable in the box.

　　維克托:一根HDMI線?噢... 但是盒子里沒有NDMI線.

　　Norah: Yes, it’s not included. You’ll have to get one.

　　諾拉:是的,HDMI線不包括在內(nèi).你必須要買一個(gè).

　　Victor: Why haven’t you guys included the HDMI cable? Where do you expect me to get one right now?

　　維克托:為什么你們不把HDMI線也包括在內(nèi)呢?現(xiàn)在我從哪兒搞一個(gè)呢?

　　Norah: I am sorry Sir, but this device has 4 different kind of ports in it. We didn’t include any cables for any of those so that we could offer you the best price on the device instead of charging you for stuff you won’t need.

　　諾拉:很抱歉,先生.但這種設(shè)備有四種接口在內(nèi).我們沒有放所有的接口在內(nèi)是為了讓價(jià)格最優(yōu)惠,而不是為一些你不需要的東西向你收錢.

　　Victor: Okay… But it’s hell lot of trouble going downtown to get a silly HDMI cable.

　　維克托:好吧...但是到市里去買這樣一個(gè)該死的HDMI線太麻煩了.

　　Norah: If you want, you can order one from us. We’ll ship it within 24 hours.

　　諾拉:如果你想要,你可以從我們這兒訂一個(gè).我們?cè)?4小時(shí)內(nèi)發(fā)貨.

　　Victor: Nah, I don’t need it from you guys. Thanks anyway.

　　維克托:不,我不需要從你們那兒買了.不管怎樣,謝謝了.

　　Norah: Sorry to hear that sir. I will discuss your feedback with my seniors.

　　諾拉:非常抱歉.我會(huì)和我的領(lǐng)導(dǎo)們討論你的反饋的.

　　Victor: Yeah yeah… Alright. Bye now.

　　維克托:是,是. 好吧.再見.

　　Norah: Have a nice day, Sir.

　　諾拉:祝你愉快,先生!

　　注釋：

　　professional adj. 專業(yè)的

　　例句：A professional golfer usually has it all over an amateur.

　　職業(yè)高爾夫球員通常勝過業(yè)余的。

　　daughter-in-law n. 兒媳婦

　　例句：I said she was my daughter-in-law, therefore, she must have married my son.

　　我說過她是我的兒媳婦，因此，她當(dāng)然是嫁給我的兒子的了。

　　portable adj. 手提的，便攜式的;

　　例句：I always carry a portable computer with me. 我總是隨身攜帶一臺(tái)手提電腦。