1、SURVEY OF COMMERCIAL ENGLISH FOR 商務英語課程概況 之Chapter 9. Dealing with Emergency Case 第九章 . 查詢申訴緊急情況的處理1一、冷静判断申诉的问题 a. 询问是情报的互换询问时,发问者的重点在于如何从对方获得具体的情报.相反的,受话方应要确实了解对方需要怎样的情报来加以回应.当场无法立即答复的处置也很重要.另一方面,申诉的处理和询问的电话不同.由于要挽回顾客的信赖,其任务相当艰巨.b. 没有Check清楚之前, 不要说Im sorry.首先要冷静地听取申诉的内容.要弄清楚who/what/where/when/how之
2、后,再调查Whydidithappen?(为何会发生?)有时候,申诉的人或许会情绪化,所以我方更要冷静来对立.在弄清楚Whydidithappen?之前,不要道歉(Imsorry)因为如果说Imsorry的话,会被解释为我方已承认错误.应该要迅速进行调查（check）才是上策.无论是询问或申诉,只用电话处理时,因为看不到对方,只依赖语言的表达,于是在处理申诉时要特别慎重,所以要学会一些基本句法,以资回应.2二.关于询问，应付申诉的处理步骤一.询问有关价格的问题a.询问价格Howmuchisthepersonalcomputer?(请问个人电脑要多少钱?)Howmuchdotheycost?(费
3、用是多少?)Whatstheprice?(价格是多少?)b.询问有无含税Istaxincluded?(含税吗?)Doesthatpriceincludetax?(这价格含税吗?)Its￥289includingtax.(含税价是289元.)Its￥289plustax.(是289元外加税金.)c.提示付款方法Paymentisduewith60daysoftheinvoicedate.(请在发货单开立之日起60天以内付款.)Willyoupayincashorbycreditcard?(你是付现金还是使用信用卡?)Cashorcharge?(现金还是赊账?)3d.询问有关减价的问题Wouldi
4、tbepossibletogiveusabetterprice?(请问能否给我们一个更低的价格?)Howmuchdoyouthinkyoucouldbringthepricedown?(你认为你可以减价到什么程度?)Canyoubringitdrawto$250?(能降到250美元吗?)CanIaskfora15%discount?(能否请你减15%?)e.答复有关减价的询问Thisisourbestprice.(这是我们最低的价格.)A15%discountisoutofthequestion,butwearepreparedtoofferyoua12%discount.(减百分之十五是不可
5、能的,如果减百分之十二还可以.)4步骤二.询问库存,交货时间a.确认库存DoyouhaveanyJXW-2500copiersinstock?(你们还有JXW-2500型复印机的存货吗?)Wehaveatleast200oftheminourwarehouse.(我们至少有200台的库存.)Yes,wedo.Howmanywouldyoulike?(是的,我们有.请问你想要多少?)b.回答没有库存Imsorry,butthatitemisoutofstockatthemoment.(非常抱歉,那项货品目前没有存货了.)Imsorry,butwevejustrunoutofit.(对不起,我们刚
6、好缺货了.)Areyouinahurry?Whenwouldyouliketohavethem?(你很急吗?请问你何时需要?)5c.回答预定的进货时间WeexpectittocomeinaroundJune5th.(我们预定六月五日左右进货.)Wewillcomeinbytheendoftheweek.(我们计划在这个星期以前进货.)ImsurewellhavethemnolaterthanJune5th.(我肯定最晚在6月5日之前会进货.)d.确认交货时间Whenwillyoubeabletodeliverit?(请问什么时候可以把货送到?)Willyoubeabletodeliveritb
7、ytheendofnextmonth?(请问下个月月底以前能够送到吗?)Thesooner,thebetter.(越快越好.)6e.回答送货的预定时间Itlltake40to50daysfromthetimeyouplacetheorder.(订货之后,需要40-50天.)ImsureyoullhavethembySeptember20.(我确定你会在9月20日以前收到.)Illcheckintoitandcallyouback.(我查一查看再跟你联络.)步骤三.应付申诉a.告知申诉的内容Imcallinginconnectionwiththemerchandiseweorderedfromy
8、ou.(我打电话与你联系我们向贵公司订货之事.)ThemerchandiseweorderedonSeptember29thhasnotreceivedyet.(我们在9月29日订的货到现在还没有收到.)b.更进一步告知具体的申诉内容Whatwereceivedwasnotwhatweordered.(我们收到的不是我们所订的货品.)Ourorderwastenunitsshort.(送到的货品少了十个.)Twoweredamagedonarrival.(在送货时破损了两个.)7c.告知了解对方的感受Iunderstandhowyoufeel.Itmustbeveryannoying.(我了解
9、你的感受,这件事一事实上让你很困扰.)Thecustomerisalwaysright.(顾客永远是对的.)Couldyougivemetheinvoicenumber?(请给我发货单的号码好吗?)d.告知对方在调查状况之后会再联络IllcheckintoitandcallyoubackassoonasIfindoutwhathappened.(我查一查,找到原因后,我会尽快跟你联络.)Imafraidthattheerror/mistakewasonyouend.(恐怕是你那边的错误.)e.承认错误并答应处理Themistakeisonourendandwelltakecareofit.(错
10、误出在我方,我会负责处理的.)Wereverysorrytosentthewrongmerchandisebymistake.(我们送错商品了,真的非常抱歉.)8步骤四.处理索赔a.询问对方的要求Howcanwebestdealwiththeproblemtoyoursatisfaction?(请问我们要怎么做才能让你满意?)Whatwouldyoulikeustodo?(请问你希望我们怎么做?)b.告知对方会遵照要求迅速处理Welldothatrightaway.(我们会马上处理.)Wellarrangeitimmediately.(我们立刻安排.)c.告知具体的处理方法Illarrange
11、aspecialdeliverysothatyoullhavethembytomorrow.(我会在明天以前用快递送到.)Wellsendyouthe52missingunitstoreplacethedamagedones.(我们会给足你52个以代替那些有破损的货物.)9三.电话查询及索赔的处理1.订货a.询问商品IamcallingaboutacopyingmachineIsawadvertised.(我打电话是想请教我在广告上看到的复印机.)WherecanIpurchaseyourproducts.(请问在哪里能买到你们的产品?)Pleasesendyourcatalogimmedia
12、tely.(请立刻寄目录来.)Couldyoupleasesendusasamplebook?(请送给我们一个样本,好吗?)IllorderafterIseethesample.(在我看到样品以后,我会下订单.)Iwanttouseitassoonaspossible.Whencanyousendit?(我想尽快使用它.什么时候你能送来?)10b.回答对方的询问Thankyouforyourinquiry.(谢谢你的询价.)Wedonthandlethearticle.IbelieveABCTradingCompanyhandlesit.(我们不卖这产品,我想ABC贸易公司销售这产品.)Wou
13、ldyoucontactABCTradingCompanydirectly?(请你直接和ABC贸易公司联系好吗?)Pleaseorderitfromanearbybookstoreandtheycangetitinforyouwithinaweek.(请在附近的书店订购,而后一星期之内,你就可以到书店去拿了.)Youcanbuythisarticleatanydepartmentstore.(你可以在百货公司买到这件东西.)LetmesendyouourcataloginEnglish.(我会把我们的英文目录寄给你.)ShallIsendyouafreesample?(你需要一个免费的样品吗?
14、)11c.订购Imphoningbecausewedliketopurchaseyourcopyingmachine.(我打电话是想买你们的复印机.)Wedliketoorderyourproducts.(我们想订购你们的产品.)Wewishtoplaceanadditionalorderfor500ofthesamemodel.(我们希望加订500个同型号产品.)Wellorderonefortrial.(我们要试订一个.)Wellsendourofficialorderfromtoday.(今天,我们寄出了正式的订单.)Didyougetourorderforyourcopyingmach
15、ine?(我们采购贵公司复印机的订单,你们收到了吗?)12d.接受订单Thankyouverymuchforyourorder.(非常感谢你们的订单.)Canyougivemeyournameandphonenumber?(请告诉我贵公司的名称和电话号码?)CouldIhaveyournameagain,andwouldyoupleasetellmehowIcanreachyou?(你将你的大名再講一遍,并且请你告诉我如何才能和你联系,好吗?)Whereshallwesendthemerchandise?(我们要把货送到哪里?)Wellarrangedeliveryimmediately.(我
16、们会立刻安排出货.)Pleasesendyourorderbyfaxtoavoidanymistakes.(为了避免错误,请把订单传真过来.)Pleaseorderbyletterorbyfax.(请用书面或传真订购.)Ourfaxnumberis112-2334.(我们的传真号码是112-2334.)13e.询问价格，付款方式Couldyoutellmehowmuchthatis?(请告诉我那要多少钱好吗?)Whatistheprice?(请问价钱多少?)HowdoImakethepayment?(我怎样付款?)f.对于价格,付款方式的回答Thepriceis￥2500perunit.(价钱
17、是每台2500元人民币.)Pleasesend￥2500bypostalmoneyorder.Wellsendthearticleuponreceivingthepostalmoneyorder.(请到邮局以现金汇票寄2500元人民币,我们一收到款项就发货.)Pleasemakepaymentbybanktransfer.(请以银行间汇款来付账.)Shallwesendthebilltoyouortotheschool?(我们应将账单送给你还是送到学校?)14g.询问库存DoyouhaveanyKM-36instock?(你们的库存有KM-36吗?)Doyoustillhavemanycopi
18、esofthisbookleft?(这种书还有很多吗?)WedliketoorderKM-36,doyouhaveitinstock?(我们想要定购KM-36,你们有现货吗?)h.对于库存的回答ShallIholdoneforyou?(要我为你保留一个吗?)Illhavethatinformationbytomorrow.(明天我会有资料.)WillyouwaitwhileIseeifwehavetheminstock?(请你稍等一下,我去查查库存里有没有那个产品?)Thankyouforyourinquiry,butwhatyouwantisoutofstock.Imsorry.(谢谢你的询
19、价,但是库存中没有你要的货,对不起.)Imsorryweresoldoutatthemoment.(对不起,现在我们卖完了.)Imsorry,butwereoutofstockatthistime.(对不起,我们现在已经没有库存了.)Wehaveonlythreeinstockrightnow.(现在我们的库存只有3台.)Wehaveitinlargestock.(我们库存有很多.)15i.推荐相产产品Imsorry,thatmodelisoutofproduction.(对不起,这一型号现在不生产了.)Imsorrythatwedontmanufactureitnow.(对不起,我们现在已经
20、不生产了.)Itsnolongerinproductionbuthasbeenreplacedbyournewmodel.(现在已经不生产了,但是有新的产品取代它了.)Wechangedthemodel.(我们改变了式样.)Wontthenewmodeldoinstead?(新产品能不能代替使用?)Werecommendthisbrandasagoodsubstitute.(我们推荐的新品种可以完全替代原来的产品.)Wecansupplythenewmodelatthesameprice.(我们可以原价供应新型产品.)Wecanofferyouathreepercentdiscount.(我们
21、可以给你百分之三的折扣.)16j.询问何时进货,装货,出货Whenwillyougetanewsupply?(你们什么时候要进货?)Pleaseletusknowimmediatelywhenyouwanttohaveanewsupply.(如果你们要进货,请立刻通知我们.)CanyougetitforusbynextMonday?(下星期一之前你能给我们吗?)CanIhaveitbythe20thofMay?(5月20日之前我能收到吗?)Woulditbepossibletoshipimmediately?(可以立刻装船吗?)WedlikedeliverybyJanuary25th.(我们要
22、在1月25日前装运.)Wouldyoutellusyourearliestdeliverydate?(请你告诉我们,最早能在什么时候装运?)Whencanwetakedelivery?(我们何时能收到货?)Afterordering,howlongdoesittakefordelivery?(订购之后需要多少时间装运?)17k.对于进货,装运,出货的回答WeexpectittocomeinaroundMay10th.(我们希望它能在5月10日左右到达.)Weexpectsixtytocomeinbeforetheendofthemonth.(我们希望月底之前能到60台.)Welltranspo
23、rtbyairtoyouwithinaweek.(我们在一星期之内空运给你.)Theshipmentwillbemadewithintwoorthreemonths.(两三个月内,我们就装船.)Ittakestwomonthsfordeliveryafterwereceiveyourorder.(我们收到订单之后两个月装运.)Wellbeabletodeliverwithintwoweeks.(我们能在两个星期内装运.)Youllhaveitforsurebytheendoftheweek.(这个周末你一定能收到它.)18l.确认出货日期WhatsthedispatchfortheES-37w
24、eorderedlastweek?(我们上周定的ES-37,哪天能出货?)Wouldyouconfirmtheorderdispatchdate?(请你确定这张订单的出货日,好吗?)IdliketoreconfirmthedispatchdateonthoseES-37Sweorderedamonthago.(我们一个月前定购的那批ES-37S,我要再确认一下什么时候出货?)Couldyoureconfirmtheshippingdateforme?(请你和我再确认一下装船日好吗?)19m.回答出货日期Whatstheordernumber?(请问订单号码?)Theyllbesentnextw
25、eek.(下周会出货.)TheyllbesentonOctober5th.(将在10月5日出货.)TheyllbescheduledtobesentonOctober5th.(预定在10月5日出货.)TheywereshippedonSeptember22nd.(货在9月22日装船.)TheyreduetoarriveinSeattleonNovember4th.(货预定11月4日抵达西雅图.)TheyshouldarriveinSeattleonNovember4th.(货应该在11月4日到达西雅图.)20n.订购变更Imcallingaboutachangeintheorder.(我打电话
26、是想修改定单.)Idliketochargemyorder.(我要修改订单.)Ihaveachangetomakeintheorder.(我要修改这张订单.)CanwemakeachangeinorderNo.5676.(我们要修改第5676号定单,可以吗?)WewanttoincreasethenumberofEC-78SinorderNo.5676.(在第5676号订单中,我们要增加EC-78S的数量.)WewanttosubstituteKM-46forKM-36.(我们要以KM-46代替KM-36.)21o.对于订购变更的回答Illchecktoseeiftheyreloaded.(我
27、要查查看货是否都装好了.)Imafraidtheyvebeensentalready.(我想货已经送出去了.)Imafraiditstoolate.(我想现在太晚了.)Whatkindofchangedoyouhaveinmind?(你想要修改哪些项目?)Whatkindofchangedoyouwanttomake?(你想要修改哪些项目?)IlllookintothisanddothebestIcan.(我会研究调查这件事并且尽我最大的努力.)Wewereabletochangetheorderasyourequested.(我们能够照你的要求来修改.)222.索赔在英语中,索赔(claim
28、)这个词只做“损害赔偿”或“赔偿损失”用.如果只是抱怨对方,他们不用claim,而是用complaint.因此,在电话中要是动不动就使用claim这个词,对方一定相当吃惊.这一点大家要多多留意才是.另外,接到索赔的电话时,不要一味的以Imsorry(weresorry)的口气道歉,更重要的是把如何处置或把经过情形说给对方听,让对方能够理解.一旦以Im sorry的口气道歉,就等于向对方承认错在自已,有时候这种情形反而会种下纠纷的根源.此时,必须先确定一下索赔的原因在哪里,责任又该谁负,然后再冷静地应付.23a.商品尚未到达Theshipmenthasntarrivedyet.(货物还没有到达.
29、)ThemerchandiseorderedonMay25thhasntarrived.(5月25日定的货物尚未到达.)IfwecantgetthembyJune20th,wellhavetocanceltheorder.(假若在6月20日之前,我们收不到钱,我们就要取消这张订单.)b.对于商品尚未到达的回答Wellcheckintoitandcallyoubackassoonaspossible.(我们会调查这件事情并且尽快给你回电.)Welllookintoitandgetbacktoyourightaway.(我们会调查这件事情并且马上给你回复.)TheywereshippedonJul
30、y3rd.Itshouldreachyouintwoorthreedays.(货在7月3日装运.应该在两三天之后到达贵方.)24c.商品破损Idliketoexplainaboutthedamagedgoods.(我想要对破损的货物作一解释.)Thegoodsweredamagedintransit.(货物在转运中破损.)Wefoundthecontentsbadlydamaged.(我们发现里面的东西破损得很厉害.)Someofthegoodsarebadlydamaged.(部分货物破损得很厉害.)Imafraidhalfthegoodsaredamaged.(我想半数的货物已经破损.)A
31、llofthegoodsaredamaged.(货物全部破损.)Everythingisdirty.(货全部都弄脏了.)Thepackingwasntdoneright.(包装不好,失去作用.)Theyareunusable.(货物都没有用了.)Wecouldntpossiblysellthemtoourcustomers.(我们不可能把这些货销售给客户.)Whatshouldwedowiththedamagedgoods?(破损的货物要如何处理?)Wellsendacomplaintform.(我们要以书面请求赔偿.)25d.对于商品破损的回答Pleasetellwethebrandname
32、,quantityandinvoicenumber.(请告诉我品牌名称,数量及发货单号码.)Illhavearepresentativevisityoutoinvestigatetheproblem.(我会派一个业务代表拜访你,以便调查这个问题.)Howmanyweredamaged?(有多少货破损?)Wouldyoupleasesendthedamagedgoodsbacktous?(请将破损的货物送回给我们,好吗?)Wellgiveyoucreditforthedamagedgoods.(对破损的货物,我们会给你账款通知书.)Wellgiveyouanadditionaldiscounto
33、ftwentypercentonthisshipment.(对于这次出的货,我们会另外再给百分之二十的折扣.)Wewillcompensateyouforthem.(我们会补偿你在这批货中的损失.)Ourcompanyisnotresponsibleforthat.(本公司对那件事不需要负责.)26e.装错商品Thegoodswereceivedarenotwhatweordered.(我们收到的货并不是当初我们订购的.)Wedidntreceivewhatweordered.(我们没有收到订购的东西.)WeorderedAM-32butwereceivedAM-22.(我们订购AM-32,但
34、是收到AM-22.)Thegoodswereceivedweredifferentfromthesample.(我们收到的货物与样品不符.)f.商品不足Idliketoexplainabouttheshortageofgoods.(我想要解释有关货物短缺的原因.)Wecheckedandfoundashortage.(我们检查之后发现货物的数量短缺.)Howmanyareyoushort?(请问你们一共缺少多少?)Weorderedten,butreceivedonlyeight.(我们定了10个,但只收到8个.)Theinvoiceshowsten,butonlyeightweredeliv
35、ered.(发货单开列10个,但只送来8个.)27g.对于商品差错的回答Wereverysorry,wellsendyouthecorrectorderimmediately.(我们非常抱歉,我们会立刻将正确货物送给你.)Wesentthewrongarticlesbycarelessness.(由于疏忽我们送错了货物.)Wellgiveyoucreditforwhatwedidntdeliver.(我们会寄账款通知书给你，列出短缺未送的货物。)h.品质不良Thegoodsyousentusareinferiorcomparedtothesample.(你送来的货物和样本比起来,品质上比较差.
36、)Thegoodswereceivedthistimeareinferiortothoseyousentweplacedourfirstorder.(我们这次收到的货物比我们第一张订单的品质差.)Thegoodsarenotuptopar.（货物品质未达到标准.）Itsobviousthatyousentusdefectivearticles.(很明显的,你寄给我们次品.)Theydontworkproperly.(货物不具备应有的功能.)28i.对于品质不良的回答Wouldyousentbackthedefectivearticlesatourexpense?(我们负担费用,请你退回次品好吗
37、?)Ifthegoodsarenotwhatyouexpected,wellbegladtoexchangethem.(如果货物不是你们所期望的,我们很愿意来更换那些东西的.)Wewillhavethemanufacturercheckthem.(我们会请制造商检查那些货物.)j.文件错误Thepriceontheinvoiceisdifferentfromthatonthepricelist.(出货单上的价格与价目表上的价格有出入.)Theinvoicelistsitemswedidntorder.(出货单上列出一些我们没有订购的项目.)Thepriceishigherthanwhatwew
38、eretoldoverthephone.(价格比我们在电话中谈的多.)The invoice is made out in my name, but Id like it to be changed to ABCTradingCompany.(发货单以我为抬头人,但是我想要把它改为ABC贸易公司.)Theinvoicechargesusforthesample.(发货单上列出了样品费.)29k.对于文件错误的回答Wewillsendyouacorrectinvoiceimmediately.(我们会立刻把正确的发货单寄给你.)Wellsendyouourrevisedinvoice.(我们会把
39、修正过的发货单寄给你.)Pleasetearupandthrowawaytheinvoicewiththemistake.(请把错误的发货单撕掉并丢了.)30一、KeyExpressions1.道歉Imsorry.Wereterriblysorry.Sorryforthedelay.2.保证Wepromiseitwillnothappenagain.Weguaranteeeverythingwillbefinenexttime.3.调查Welllookintothematter.Wellcheckitoutforyou.314.表示不寻常Itsveryrare.Itsstrange.Itsmo
40、stunusual.5.让你久候了Imsorryforkeepingyouwaiting.Imsorrytohavekeptyouwaiting.6.服务次序Imsorry,sir.Imustdealwithguestsbyturn.Imsorry,sir.Thisladycomesfirst.Pleasewaitforawhile,sir.Illbewithyousoon.327.拒绝邀约Imsorry,wemaynotacceptinvitationsfromcustomers.Imsorry.Itsagainstourregulations.Imsorry.Imnotavailablet
41、onight.MayIbringmyhusbandtoo?ImafraidIhavetopickupmysonfromschool.8.解释原因Ithinkitsjustbecauseof.Ithinkitwillbefineif.9.解释存货Imsorry,itsallwehave.Imsorry,thisisthelastone.3310.道歉Weresorrythatwecouldntbeofanyhelp.Imsorrythatwecouldnthelpyou.11.有什么问题呢？Isthereanythingwrong,sir？Hasanythinghappened?12.请客人到别
42、处Would you please come to my office and tell me what hashappened?Wouldyoupleasestepinsideandtellmewhathappened?3413.解释Imsorry,Imsureshedidntmeanit.Imsorry,theremustbesomemisunderstanding.Imsureshedidnotdoitwithintention.14.请上司协助Justamoment,please.Illgetthemanager.15.调查Wellfindoutthereasonimmediately
43、.Welllookintothematteratonce.16.替客人搭线Illputyouthrough.Illconnectyoutothedepartmentconcerned.Wouldyoupleaseholdon?Illtrytolocatehim.3517.道歉Imsorryfortroublingyou.Imsorryforupsettingyou.Imsorryforthemistake.18.多谢客人提点Thankyouforbringingthistoourattention.Thankyouforinformingus.Thankyoufortellingthesituation.Wellconsideryouropinionveryseriously.36TheendThank you!3737
