商務禮節美語第231期:Calling Customer Service 客服熱線(上)

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 forcalling GlobalCom's customer hotline. My name is can I be ofassistance?

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

G: Okay you have the tracking numberwe sent you by e-mail when you first made the order?

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

Gloria 接起電話先自我介紹，然後問How can I be of assistance? 有什麼可以爲您效勞的。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 tryto find your order. Alright, I found your order number. Let me confirm theitems with you here again: your order was for six packs of Pro 7 designsoftware, correct?

B: Yes, that's correct.

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

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

Gloria查詢後發現，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着這批軟件開工，如今可好，軟件沒按時到，害得十個設計師幹待着沒事幹。Gloria 說：

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

B: Yes, but I think there really should besome form of compensation for this error. I was reading the fine print in yourcustomer contract and it says that if items don't arrive within the scheduledtime 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, butthe order was not canceled. Can you produce any evidence to indicate that wesent a message asking for a cancellation?

Gloria對訂單出了誤會表示抱歉，在這裏，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 printin 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，Normallythat 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。