【新唐人2013年01月31日訊】 (美国之音電)
- 禮節美語236-Calling-Customer-Service-II
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初步了解情況後，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聽了以後，讓Bob在電話上稍候，等她仔細查查是怎麼回事。
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.
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。
