礼节美语 Business Etiquette 235-Calling-Customer-Service-I

 　　Bob给一家软件公司客户服务热线打电话，接电话的是 Gloria. 大家注意听客户服务一上来该怎样说。

　　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 Pro¹ 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 接起电话先自我介绍，然后问 How can I be of assistance? 有什么可以为您效劳的。原来是Bob的公司订购了一批软件本来应该一个星期以前到，但是到现在还不见踪影。Gloria向Bob索取订货时收到的tracking number跟单号码。Bob把订货号码order number和跟单号码都告诉了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 notation² 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查询后发现，The order was canceled. 订货取消了。Bob表示不可能，他向Gloria抱怨说，公司新的设计部就等着这批软件开工，如今可好，软件没按时到，害得十个设计师干待着没事干。Gloria 说：

　　G: I apologize for the mix-up, sir. Would you like me to reschedule a shipping³ 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 cancellation⁴?

　　Gloria对订单出了误会表示抱歉，在这里，mix-up是误会，混乱的意思。Bob觉得，订购的软件没按时到，商家应该赔偿，这在the fine print in the customer contract 购货合同上写得明明白白。Gloria辩解说，一般情况下是这样，Normally that would be the case. 但是订单被取消，就不是他们的责任了，We can't be held liable. be held liable 是被要求负责的意思。Bob据理力争，让Gloria拿出证据来，证明订单确实是Bob所在公司要求取消的。Gloria 能拿得出来证据吗？我们下次继续听。

1 pro   

n.赞成，赞成的意见，赞成者

参考例句：

• The two debating teams argued the question pro and con.辩论的两组从赞成与反对两方面辩这一问题。
• Are you pro or con nuclear disarmament?你是赞成还是反对核裁军？

2 notation   

n.记号法，表示法，注释；[计算机]记法

参考例句：

• Music has a special system of notation.音乐有一套特殊的标记法。
• We shall find it convenient to adopt the following notation.采用下面的记号是方便的。

3 shipping   

n.船运（发货，运输，乘船）

参考例句：

• We struck a bargain with an American shipping firm.我们和一家美国船运公司谈成了一笔生意。
• There's a shipping charge of ￡5 added to the price.价格之外另加五英镑运输费。

4 cancellation   

n.删除，取消

参考例句：

• Heavy seas can cause cancellation of ferry services.海上风浪太大，可能须要取消渡轮服务。
• Her cancellation of her trip to Paris upset our plan.她取消了巴黎之行打乱了我们的计划。