禮節美語——BE-236 Calling Customer Service II

MC: Bob向一家軟件公司訂購的軟件沒按時到，Bob要求賠償，但是對方熱線客服Gloria卻堅持說是Bob一方取消了訂單。Bob生氣地說：

B: Look...if you review our file you'll find that we are long-term loyal customers who have bought a significant amount of software from your company. Are you really telling me that you're just going to ignore a major mistake? I don't think your attitude is very professional.

G: I'm sorry, sir...but I am not authorized to offer any compensation at this time.

B: Then who would be authorized to do so?

G: You would have to speak with my supervisor.

B: Okay then, is your supervisor currently available?

Bob所在公司是GlobalCom的老客戶了，這次訂單出現差錯，Bob覺得客戶服務Gloria的態度很不專業 not very professional. Gloria表示道歉，告訴Bob說，她無權向客戶承諾任何補償，I'm not authorized to offer any compensation at this time. not authorized to do something 意思是沒有權力做某事。Bob要求跟Gloria的上司說話，

G: I believe he is...please hold

J: Hello, this is supervisor JIM Bradley. Gloria told me your items did not arrive on time. We're very sorry for the inconvenience.

B: I appreciate your apology, but because we did not cancel the order I believe I'm within my rights to ask for some sort of compensation.

J: Let me look over your file one more time...do you mind holding again?

B: No, that's fine.

Gloria的上司JIM初步了解情況后，對訂貨沒有按時抵達給Bob公司造成的不便感到抱歉，We're sorry for the inconvenience. Bob 解釋說，訂單不是他們取消的，做為客戶，他們有權得到某種形式的賠償。It's within our rights to do something... 意思是我們有權做某事。JIM聽了以后，讓Bob在電話上稍候，等她仔細查查是怎么回事。

J: Mr. Johnson, I believe I know what the problems is. It seems one of our staff confused your order with another client's canceled order. We deeply regret this error and I will have your items shipped out to you today by express mail at no added charge to you. You should receive your software within 24 hours.

B: Well, thank you. I appreciate your prompt service.

J: Also in accordance with our compensation policy, we will only charge you for half of the original order. I hope these measures are satisfactory.

B: Yes, absolutely. Thank you very much Ms. Bradley. you've been very helpful.

J: You're very welcome, and I hope you'll continue working with GlobalCom.

B: We definitely will. Thank you again.

J: Not at all. Goodbye, Mr. Johnson.

MC: 查詢結果證明，確實是JIM公司員工的失誤造成訂單被取消，Bob的公司沒有責任。做為補救，JIM表示，第一，馬上把Bob訂購的軟件用特快轉遞寄出，by express mail，不收取任何額外費用 at no added cost. 保證貨物24小時內送達，第二，根據公司的賠償政策，這次訂單費用只收取百分之五十。Bob對這種解決方式感到非常滿意。

A: Hmm, 這個解決方式不錯！不但明天就能收到訂購的軟件，而且還只花了一半的錢呢！

B: Yep, this is a great solution!!

A: 好了， 這次節目時間就到這里。這次的剪輯是小北，編輯是蔚然。

B: 同學們，我們下次的美語訓練班再見！

A: 你怎么搶我的詞兒阿.再見！