商务英语辅导：中级口语训练第16课-投诉
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“商务英语口语”适合已掌握英语基本语法和常用词汇的商务人士，或者是英语水平较高，但口语水平较差人士。将和外商谈生意时可能碰到的情况一网打尽，内容包括迎接客户、如何招待客户、推销产品、陪客户参观工厂、解决纠纷、顺利签约、完成交易、国外出差、订机票、旅店、途中处理突发事件等最常用的商务术语与词汇以及贸易实务常识、欧美国情、基本礼仪，让学员成为博闻多礼，潜力无限的经理人才。 Unit 16 Complaining the products and services 抱怨产品和服务 MR. SAKAI: I’ m sorry to have to say this, Clive, but we have got a problem. CLIVE HARRIS: Hasn’ t the consignment arrived yet? We sent them off on... MR. SAKAI: No, Clive, you misunderstand me, the consignment arrived two days ago. Right on schedule. No, the problem is with the product itself. CLIVE HARRIS: What is it? MR. SAKAI: Last night I had a phone call from one of my warehouse managers. He was very excited with the new product. He was certain that his son would love one. So he took one home, opened it up and switched it on, and heard this... CLIVE HARRIS: Do you have any idea how many units are defective? MR. SAKAI: We spent the day checking the whole consignment. Unfortunately it looks like batch numbers 993 and 994 all have the same problem. Everything else seems fine. But it was a long job. My staff had to check every toy. CLIVE HARRIS: Kazo, I will get this sorted out immediately. MR. SAKAI: Clive, it is essential that we have these on the shelves by the end of this week. CLIVE HARRIS: I am sending Derek Jones over on the first flight. And I shall send Don to the suppliers to make sure it won’ t happen again. DON BRADLEY: There are two hundred fault circuit boards. Our product for the far Eastern launch is defective. This will damage our reputation in the market place and it’ s very embarrassing for us. I want to know what you’ re going to do to remedy the situation. MR. CLAYTON: Mr. Bradley, we have tracked down the problem. We can guarantee that it won’ t happen again. There was a localized problem in quality control which we have isolated and rectified. We now have a new Quality Assurance programme. DON BRADLEY: That’ s all very well but you have failed to meet the terms of the contract. I am afraid we have no option. We will have to terminate the contract and find a new supplier. MR. CLAYTON: Mr. Bradley, I understand your concern and recognise that it’ s a very unsatisfactory situation, but may I point out it was just two batches that were defective... DON BRADLEY: It may have been just two batches but we now have two hundred defective products on the market with the Bibury name on them. MR. CLAYTON: Mr. Bradley, we appreciate that the situation has damaged your reputation. And we are very sorry. But we also have a good reputation. And that reputation is built upon reliability and good relationships with our customers. We supply many leading companies and we are very embarrassed by this incident. I must assure you that it won’ t happen again. DON BRADLEY: How can I be certain that it won’ t happen again? JENNY ROSS: Hello, this is Bibury Systems. The fax machine that we hired from you has broken down. The paper keeps jamming. It hasn’ t worked properly since you installed it. We would like someone to come and fix it now. Look, I spoke to someone three hours ago. They said an engineer would come before lunchtime. But in the service agreement it says that you will send someone within twenty-four hours. We need it fixed today. 相关资料 |
