处理投诉 Settling Complaints.docVIP

处理投诉 Settling Complaints 情景欣赏 1　　A： Good morning. I purchased a computer from your company last month. Unfortunately, I，m not satisfied with my new computer. I’m having a lot of problems.　　甲：早晨好。我上个月从你们公司购买了一台电脑。不幸的是，我对这台新机器不太满意。它总是出问题。　　B： What seems to be the problem?　　乙：那您能说说有什么问题吗？　　A： I，m having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software.　　甲：我在连接因特网的时候总是出问题，在运行文字处理软件时系统也总是死机。　　B ： Did you read the instructions that came with the computer?　　乙：请问您阅读电脑说明书了吗？　　A： Well, yes. But the troubleshooting section was no help.　　甲：哦，读了。但是故障排除说明也不能解决问题。　　B ： What happened exactly?　　乙：那到底是什么问题呢？　　A： Well, the Internet connection doesn’t work. I think the modem is broken. I，d like a replacement.　　甲：嗯，上不了网想可能是调制解调器出毛病了。我想应该更换一个，　　B： How were you using the computer when you tried to connect to the Internet?　　乙：当你想上网时，你是如何操作的呢？　　A： I was trying to connect to the Internet! What kind of question is that?　　甲：我只是想上上网，有什么问题吗？　　B： I understand you?re upset，sir. I’m just trying to understand the problem. I’m afraid it，s not our policy to replace computers because of glitches.　　乙：先生，我知道您很着急。我只是想看看是哪出现了问题。恐怕按公司的规定，我们是不能因为一些故障给您更换新机器的。　　I bought this computer with the software pre-loaded. I haven’t touched anything.　　甲：我在购买电脑时,软件已经事先安装好了，我什么也没有动啊。　　We，re sorry that you，ve had a problem with this computer. Could you bring in your computer? I promise you we，11 check the settings and get back to you immediately.　　乙：您的电脑出了问题，对此我们非常抱歉。您可以把电脑带来吗?我一定会好好帮您检查一下电脑的设置，然后立刻返还给您　　OK, that will work for me.　　甲：好的。　　We’ll do our best to get your computer working as soon as possible.　　乙：我们会尽快帮您修好。 　　情景欣赏 2　　(A guest(B) wants to change a room. He goes to the assistant manager(A).)　　(一位顾客（B)想换房间，他去找助理经理(A))　　A： Good morning,sir. What can I do for you?　　早晨好!有什么可以帮忙的吗？　　B: I’m Bell. I’m in Room 908. Can you change the room for me?It’s too noisy. My wife was woken up several times by the noise the luggage ele