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VOA商務英語 - Lesson 235 - Calling Customer Service I

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Bob給一家軟件公司客戶服務熱線打電話,接電話的是 Gloria. 大家注意聽客戶服務一上來該怎樣說。

Gloria: Good afternoon and thank you for calling GlobalCom's customer hotline. My name is Gloria...how can I be of assistance?

Bob: Hi Gloria. My name is Bob Johnson and I'm calling from New York. My company ordered six packs of Pro 7 design software from your firm, but it has now been a week past the date the items were expected to arrive!

G: Okay sir...do you have the tracking number we sent you by e-mail when you first made the order?

B: Yes I do, and I also have the order number. The tracking number is S-317 and the original order number was 81635K.

Gloria 接起電話先自我介紹,然后問 How can I be of assistance? 有什么可以為您效勞的。原來是Bob的公司訂購了一批軟件本來應該一個星期以前到,但是到現在還不見蹤影。Gloria向Bob索取訂貨時收到的 tracking number跟單號碼。Bob把訂貨號碼order number和跟單號碼都告訴了Gloria.

G: Okay, please wait one second while I try to find your order. Alright, I found your order number. Let me confirm the items with you here again: your order was for six packs of Pro 7 design software, correct?

B: Yes, that's correct.

G: Well, it says here that the order was canceled. The items were scheduled to be shipped, but for some reason, a last-minute notation indicates the customer asked to cancel.

B: Well, I'm the customer and I certainly didn't ask to cancel. These software packets are very important to our company. We were scheduled to begin operations of a new design department, but because the items haven't arrived, I've got 10 designers sitting around with nothing to do!

Gloria查詢后發現,The order was canceled. 訂貨取消了。Bob表示不可能,他向Gloria抱怨說,公司新的設計部就等著這批軟件開工,如今可好,軟件沒按時到,害得十個設計師干待著沒事干。Gloria 說:

G: I apologize for the mix-up, sir. Would you like me to reschedule a shipping date?

B: Yes, but I think there really should be some form of compensation for this error. I was reading the fine print in your customer contract and it says that if items don't arrive within the scheduled time compensation will be paid.

G: Yes, normally that would be the case, but because the items were canceled we can't be held liable.

B: I don't mean to sound rude, Gloria, but the order was not canceled. Can you produce any evidence to indicate that we sent a message asking for a cancellation?

Gloria對訂單出了誤會表示抱歉,在這里,mix-up是誤會,混亂的意思。Bob覺得,訂購的軟件沒按時到,商家應該賠償,這在the fine print in the customer contract 購貨合同上寫得明明白白。Gloria辯解說,一般情況下是這樣,Normally that would be the case. 但是訂單被取消,就不是他們的責任了,We can't be held liable. be held liable 是被要求負責的意思。Bob據理力爭,讓Gloria拿出證據來,證明訂單確實是Bob所在公司要求取消的。Gloria 能拿得出來證據嗎?我們下次繼續聽。

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