服务英语

★三、服务英语

说明：1. Q：顾客提问A：员工回答或询问

2. / 表示可替换的词语，（）表示可省略的词语

3. 黑色字体与红色斜体的间隔表示“意群”，相当于中文的“断句”，单个意群内的词

语最好不要断开说。

第一部分公共英语

（一）常用问答

1.Q：请问洗手间/客梯/自动扶梯在哪儿？

Where is the toilet/ lift / escalator?

A：在前面/后面/左面/右面，请您向前/后走，往左/右拐。/我带您去，请跟我来。

On the front/ Back over there/ On the left/ On the right,please go ahead/ back and turn left/

right. /Please follow me, I’ll show you the way.

Q：去皇冠酒店怎么走？

How to get to the Crown Plaza?

A：从一楼华伦天奴柜台旁边出去，乘电梯可以到达酒店。

Go out by the counter of VALENTINO and take the lift to the hotel lobby.

2.Q：请问哪儿有超市？

Where is the supermarket, please?

A：超市在六楼。

It’s on the sixth floor.

3.Q：外币/美元/港币兑换在哪里？

Where can I exchange foreign currency/ US dollar/ Hongkong dollar?

A：请您去6F顾客服务中心兑换。

Please go to the Customer Service Center on the sixth floor.

4.Q：顾客服务中心/咨询台在哪里？

Where is the Customer Service Center/ the Information Desk?

A：在六楼/在一楼大厅。

It’s on the sixth floor/ in the hall of the first floor.

5.Q:有自动存包柜吗?

Is there any locker?

A:是的，您的小件商品可以存放在二、三、六楼自动存包柜。

Yes. Small items can be kept in the locker on the second, third and sixth floors.

6.Q：我在哪里可以租借童车？/ 我在哪里可以借到雨伞？

Where can I lease a stroller?/ Where can I borrow an umbrella?

A：在顾客服务中心或咨询台。

At the Customer Service Center or at the Information Desk.

7.Q：有免费饮用水提供吗？

Is there any free drinking water supply service?

A: 有，在三楼休息区

Yes. it’s at the resting area on the third floor.

8.Q：今天几点开门营业、何时打烊？

What’s your business time for today?

A：9:30开门营业，晚上10：00（10：30）打烊。

The store opens at 9:30am. and closes at 10:30pm today./From 9:30am to 10:30pm.

9.Q: 哪里可以进行礼品包装?

Where can I have it wrapped?

A:在六楼兰思专柜，是收费的。

You can go to the Lanz on the sixth floor，and there is a fee to that service.

10.Q:是否可以送货?

Can you deliver the goods for me?

A:我们可以帮您把货送到金鹰停车场或出租车停靠站。

Yes, we may deliver the goods for you to the Golden Eagle parking lot or the taxi stop. 11.Q：如果我要退换商品，怎么办理？

If I want to return or exchange the goods, how can I manage it?

A：十天内可以到顾客服务中心办理退换货。

You can exchange or return it at the Customer Service Center within 10 days from your

purchasing.

12.Q: 哪里有______卖？

Would you please tell me where I can get _______(where is the__________)?

A: 您需要的商品在1/2/3/4/5/6楼，我带您去吧。

It’s on the first/second/third/fourth/fifth/sixth floor. Please follow me. I’ll show you the way.

13.Q: 哪里可以用餐？

Where can I have meal?

A: 六楼的悠仙美地餐厅可以用餐。

You can have meal at Yos-mite on the sixth floor or the coffee shop next to it.

14.Q：请问这里有广播寻人的服务吗？我和我的朋友/孩子走失了。

Is there any service for finding friends/ child by broadcasting? I lost my friends/ child.

A：有的，我们设法替你广播寻人。

Yes, we’ll try to find them by broadcasting.

不清楚的问题可回答:

A: 您稍等一下，我帮您找管理人员问一问。

Please wait a moment, I’ll ask someone for help.

A：对不起,这个问题我不太清楚,请您到1楼咨询台或6楼顾客服务中心问一下。

Sorry, I’m not sure about this.Please consult some one at the Information Desk or at the

Customer Service Center.

（二）必要提醒

1.对不起，请不要在商场里吸烟/拍照。

Sorry,no smoking/photographing in the shopping center.

2.请小心看管好您的钱物和随身物品。

Please take good care of your money and personal belongings.

3.您可以到六楼领券处领券/停车券。

You can get coupons/ parking coupons at the sixth floor.

4.请当面检查好您所购的商品。

Please check the merchandise right at the site of purchasing.

5.这是易碎商品，请您留心。

This is fragile merchandise, please be careful.