课程主题： Handling Customer Complaints
级别： B1 (Pre-Intermediate)
原始文件： 1379410586_B1_HandlingCustomerComplaints__transcript.pdf
A. Hello and welcome to Donna Collections' customer service line. This is Richard speaking, how may I help you?
你好，欢迎致电多娜藏品的客服专线。我是Richard，请问有什么可以帮助您的吗？
B. I am calling to complain about a recent purchase I made online. I ordered a dress a month ago. I got it a week after the expected arrival date and when the package finally arrived it was the wrong size. Summer is almost over and I won’t get to wear my summer dress this year.
我打电话来是想投诉我最近在网上的一笔购买交易。我一个月前订购了一条裙子。我比预计的时间晚了一个星期才收到裙子，而且在我收到的时候发现尺寸发错了。夏天就要结束了，我今年是穿不成这条裙子了。
A. I understand your frustration, ma’am. Can you please give me your order number?
我理解您的心情，女士。可以告诉我您的订单号吗？
B. It’s 541-3612. I also want to complain about how unresponsive your customer service representatives have been. I sent them numerous emails about my situation and I never got a response.
我的订单号是541-3612。我还想投诉一下你们的客服代表不负责任的态度。我给他们发了很多邮件描述我的情况，但是我从未收到回复。
A. Ok. Thank you, ma’am…I’m sorry that you never received a reply to your emails. Summer is our busiest season and it takes us longer than usual to respond to emails. As for the late arrival of your dress, I’m sorry again, ma’am. You should've been informed that the item was out of stock. My deepest apologies.
好的，谢谢你，女士…我很抱歉您从未收到邮件回复。夏天是我们最忙的季节，所以我们回邮件的速度比较慢。关于您迟到的裙子，我再次表示歉意。我们应该通知您您定的货品缺货的，我们深表歉意。
B. As for the dress size, it seems there has been a mix-up with another customer. You received her dress size and she received yours. I am very sorry about the mix-up. We will schedule a pick-up for the dress ASAP and have it sent to you, through expedited shipping.
而关于裙子的尺寸，好像您的订单和其他客户的搞错了。您收到了她的裙子，她收到了您的。我对于这个错误非常抱歉。我们会尽快把正确尺寸的裙子用加急海运发给您的。
A. As for the complications that this ordeal has caused, we’d like to offer you a 50% reimbursement for the dress. We’d also like to add a $50 gift card, redeemable in stores and online.
对于这次不愉快的购物经历给您带来的不便，我们愿意给您这条裙子的半价赔偿。我们还愿意给您一张价值50美金的购物卡，可以在实体店或是网店购物。