2分鐘英語課堂：這個客戶好難搞 Talking To A Difficult Customer

　　Talking To A Difficult Customer

　　Dealing with an Angry Customer.

　　同一個生氣的顧客交談

　　Mr. Sommers: Hello.

　　Mr. Sommers:你好。

　　Henry: Hello Sir.

　　Henry: 你好，先生。

　　Mr. Sommers: Where’s Ginny?

　　Mr. Sommers:Ginny在哪兒?

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

　　Henry: Ginny今天請假了，先生。有什么需要幫助的嗎?

　　Mr. Sommers: Where’s Tom Newsome?

　　Mr. Sommers：Tom Newsome 去哪兒了?

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

　　Henry: 他去了我們的別的店面，需要幫助嗎?

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

　　Mr. Sommers:我們買了一個沙發(fā)床，到貨的時候，我在床墊上發(fā)現(xiàn)了一個大洞。

　　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.

　　Mr. Sommers:我們10年來一直從你們店里買東西。真不敢相信你們竟然賣這樣的東西給你們忠誠的客戶。

　　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.

　　Henry: 我們感激您對我們的客戶的忠誠，我為發(fā)生這樣的事情感到抱歉。我也不敢相信藏居竟然運送一件破損的家具。

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

　　Mr. Sommers:(提高聲調)可是他們就這么做了!我告訴你了，他們這么做了!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?

　　Henry: 抱歉，先生。我不是說您在說謊，我是說我也很驚訝竟然犯了這樣的錯誤。發(fā)票您還有嗎?

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

　　Mr. Sommers:最晚周三沙發(fā)就要到，我的女婿周三要過來和我們一起住。

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

　　Henry: 好，先生。我們會照顧好你的。我確定我能把這個問題解決。

　　Dealing with an Irritated Customer.

　　擺平惱怒的顧客

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

　　Jane:這是Jane。我是銷售經(jīng)理，有什么需要幫助的嗎?

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

　　Sarah: 你好，我還沒收到我的包裹。都差不多一周了，我都付錢了。

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

　　Jane:真的很抱歉，女士。但是，首先，能告訴我您的姓名嗎?

　　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.

　　Sarah: Sarah Roberts。我今天就要用包裹，是給我朋友的禮物，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?

　　Jane:抱歉包裹遲到了，我們會努力解決這個問題。訂單日期是什么時候?

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

　　Sarah: 我不認為那能管什么用。你只要用我的訂單編號，到中午寄送我的東西。

　　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.

　　Jane:Roberts女士，如果你告訴我貨物寄送的日期，我可以查查有沒有發(fā)貨。我是來幫你的。

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

　　Sarah:哦，好吧。2014年2月16號。

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

　　Jane:好，查到了。已經(jīng)發(fā)貨了，按計劃今天能到。

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

　　Sarah:我希望是這樣， 一次又一次地給你們打電話真的很累。

　　Jane: I’m sorry for your trouble.

　　Jane:抱歉給您帶來困擾。

　　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?

　　Victor:你好，能接顧客服務中心嗎?

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

　　Norah:是，這里是客戶服務，需要什么幫助嗎?

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

　　Victor:我從你們那買了一個便攜式英語播放器，可是它不管用。

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

　　Norah:哦?很抱歉聽到這個消息。你能告訴我您的訂單編號嗎?

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

　　Victor:等一下，就在這兒，嗯，是5678。

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

　　Norah:好，你買的是便攜式媒體播放器，出了什么問題?

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

　　Victor:嗯，我把它連到電視上，但是不能開機。

　　Norah: How did you connect it to the TV?

　　Norah:怎么連接的?

　　Victor: I used the USB port.

　　Victor:我用的是USB。

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

　　Norah:嗯，USB是個人電腦接這個設備的，不能用它接電視。

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

　　Victor:什么?我做了什么?不能接電視，我怎么還用它接?太瘋狂了!

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

　　Norah:請，別擔心，先生。可以用HDMI纜線連接電視。

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

　　Victor:HDMI纜線?可是盒子里沒有啊。

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

　　Norah:嗯，是沒有，不包含纜線。你得自己找一個。

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

　　Victor:為什么你們不包HDMI纜線?現(xiàn)在你們讓我上哪兒找去?

　　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.

　　Norah:抱歉，先生。這個設備有四種不同的接口，我們不包含任何一種，不然您就要為您不需要的東西付費。我們可以為您的產(chǎn)品提供最優(yōu)惠的價格。

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

　　Victor:好吧，但是這個HDMI 纜線出了很多的問題。

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

　　Norah:如果您愿意的話，您也可以從我們這里定一個，我們會在24小時內發(fā)貨。

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

　　Victor:不，我不要從你們這里買。謝謝。

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

　　Norah: 聽到這個消息很難過，我會和我的上級商討您給的的反饋。

　　Victor: Yeah yeah… Alright. Bye now.

　　Victor:嗯，好吧，再見。

　　Norah: Have a nice day, Sir.

　　Norah：過的愉快，先生。