星級典句：

第一句：Mr. Brown, my colleague Ms. Green deals with delivery. She has called you back.
布朗先生，我的同事格林女士負責發貨。她已經給您回電話了。

A: Mr. Brown, my colleague Ms. Green deals with delivery. She has called you back.
布朗先生，我的同事格林女士負責發貨。她已經給您回電話了。
B: Yes. She has explained to me.
是的。她向我做了解釋。
A: I'm sorry about this.
很抱歉。
B: I hope you can take measures to solve the problem.
希望貴公司能夠采取措施解決此事。

第二句：We're changed our procedures so it won't happen again.
我們已對操作程序做了改動，此類事情不會再發生了。

A: We're changed our procedures so it won't happen again.
我們已對操作程序做了改動，此類事情不會再發生了。
B: It caused a great amount of losses.
這給我們造成了很大的損失。
A: Yes, I know. Can we offer you some sorts of compensation?
是的，我知道。我們可以給您提供怎樣的賠償呢？

其他表達法：

We apologize for the mistake. It won't happen again.
我們對我方的失誤表示道歉。此類事件不會再發生了。

We apologize for the mix-up. We've sorted things out now.
很抱歉造成了這種混亂。我們已經進行了整理。

不要盡談些期待性的預測。
不可做人身攻擊。
不可打斷他人的發言。