商务英语处理投诉

商务英语处理投诉
一. 顾客投诉：
■ F m CaIIing to make a COmPlaint
■TOday I received a PaCkage from your COmPany Z but it's not What Ordered.
■We need to get the right PartS as Soon as POSSibIe・
■I WaS ShOPPing at One Of your StOreS yesterda½ and the CaShier WaS Very rude to me.
■I felt really embarrassed. Γve never been treated that Way before ・
■I WOUlcl Iike to return this item.... Are refunds allowed?
■I WOUld rather just return it
译文：
■我打电话来是要投诉。

■我今天收到了贵公司寄来的包裹,不过这不是我订购的东西。

■我们想尽快更换这批货。

■昨无我去了你们的一家实体店购物,那个收银员对我态度非常粗暴。

■我感到很尴尬。

我从没被这样对待过。

■我想把这东西退掉……可以退款吗？
■我还是想退掉。

卖方处理投诉:
■Fm SOrry to hear that you had a bad experience at OUr StOre.
■I WOUld be glad to help you. DO you have your Order number?
■ F Ve brought UP your order. IS this ChUCk Fischer?
■COUld you briefly describe What happened?
■I WiIl Certainly IOOk into this matter.
■I Can See that the numbers don't match.
■I do apologize. There must have been SOme kind Of mistake.
■IS there a reason that you WOUld Iike to return it? Did you have any
PrOblemS With OUr PrOdUCt Or services?
译文：
■很抱歉您在我们店里遇到不愉快的事。

■我很高兴帮助您。

您有订单号吗？
■我把您的订单调出来了。

是查克•费希尔吗？
■您能简单地讲讲事情的经过吗？
■我肯定会调查此事。

■我也发现这些数字不匹配。

■非常抱歉,我想肯定是搞错了。

■为什么要退掉?您对我们的产品和服务有什么问题吗？
三、补偿办法：
■FII make SUre the PrOPer item is ShiPPed to you right away o
■BeCaUSe Of the inCOnVenience you've been through, We Can Offer you
a 10 PerCent discount On your next Order O
■We WOUld be glad to Send you a 10-dollar gift Card I WhiCh Can be
USed at any Of OUr IOCatiOnS O
■The CUStOmer is always right, We are here to SerVe you0
■我马上就安排人把您要的产品发货给您。

■由于此次失误给您造成的不便,我们可以给您的下一份订单打九折。

■我们会为您寄一份十美元的礼品卡,您可以在我们的任何一家实体店使用这
张卡。

■顾客总是对的,我们随时为您服务。

四、本章单词短语的回顾:
briefly简单地
CaShier收银员
COUrteOUS礼貌的
exceptional 出色的
flavor 口味
impatient 不⅛t烦的
incon VenienCe 不便
item商品
PaCkage 包裹
PUrSe钱包
rude粗暴的
ValUed尊贵的 bad experience不愉快的事 bring UP调出来Cat food 猫粮
CUStOmer SerViCe客户服务部
CUStOmer SUPPOrt客户支持部 dog food 狗粮
feel embarrassed 感到尴尬
IOOk into 调查
make a ComPIaint 投诉
Pay by CaSh付现金
Pride OneSelf in 以.为骄傲
Wait in Iine 排队。