商务口语：怎样回复投诉

 　　星级典句：

　　第一句：Mr. Brown, my colleague Ms. Green deals with delivery. She has called you back.

　　布朗先生，我的同事格林女士负责发货。她已经给您回电话了。

　　A: Mr. Brown, my colleague Ms. Green deals with delivery. She has called you back.

　　布朗先生，我的同事格林女士负责发货。她已经给您回电话了。

　　B: Yes. She has explained to me.

　　是的。她向我做了解释。

　　A: I'm sorry about this.

　　很抱歉。

　　B: I hope you can take measures to solve the problem.

　　希望贵公司能够采取措施解决此事。

　　第二句：We're changed our procedures so it won't happen again.

　　我们已对操作程序做了改动，此类事情不会再发生了。

　　A: We're changed our procedures so it won't happen again.

　　我们已对操作程序做了改动，此类事情不会再发生了。

　　B: It caused a great amount of losses.

　　这给我们造成了很大的损失。

　　A: Yes, I know. Can we offer you some sorts of compensation?

　　是的，我知道。我们可以给您提供怎样的赔偿呢？

　　其他表达法：

　　We apologize for the mistake. It won't happen again.

　　我们对我方的失误表示道歉。此类事件不会再发生了。

　　We apologize for the mix-up. We've sorted things out now.

　　很抱歉造成了这种混乱。我们已经进行了整理。

　　不要尽谈些期待性的预测。

　　不可做人身攻击。

　　不可打断他人的发言。