资源描述:
《商场退换货英文对话.doc》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、第一幕L:Iheardthatyouhavebeenaskedtohandleourcustomercomplaints.Z:Thisjobcanbereallybad.Donotknowwhyalwaysmetodealwithcomplaintsfromcustomers.L:Ithinkyouwereaskedbecauseyouareconcernedaboutbeingcourtesyandpolite.Z:ButcustomersinunreasonableIhavetocontinueto
2、maintainapolite,reallyrequireswell-trainedforthejob.L:Whatkindofchallengeshaveyouhad?Z:Inmanycases,thecomplaintspeoplecallme,infact,Ialreadyknowhowtosolvetheirproblems,theyjustdonotlistentomyspeech,complainedendlesslyabout.L:Youneedtoletthemvent.Z:Vent?W
3、hatisvent?L:Itmeanstoletpeopleexpresstheirfeelingsoremotions.Z:SoIhavetopatientlywaitforthemtoventoutallthegrievancesi?L:That'sright.Don'tinterruptthemevenwhenyouunderstandtheproblemandthesolution.Z:Isitawasteoftime?L:Whenpeopleareangryorupset,theyneedto
4、talkaboutit.Ifyoulistenpatiently,bythetimemostpeoplegettotheendoftheirtirade,theyfeelbetterandarenotnearlysoupset.Z:Customer!L:Iadvancedtopickupthephone,iftherehaveanythingintotheofficetofindme.第二幕Z:MayIhelpyou?C:Yes,Iwouldliketoreturnthisshirt.Z:Alright
5、.Doyouhxdyeyourreceipt?Y:Yes.Hereitis.Iboughtthemlastweek.Z:Andwhyareyoureturningthem?CIboughtittogowithablouseofmine.Butitreallymatch.Z:Isee.Oh,wait.Miss,I'msorry.Thisshirtwasonsale.C:Yes,it’sthirtypercentoff.Z:I'msorry,butwedon'tallowreturnsonsaleitems
6、.C:Iknowmanystoreshxdyethatpolicy.ButIhxdyereturnedsaleitemsherebefore.Z:I'msorry,butweusuallydon'tdoit.Itisourpolicy.C:Ijustboughtthisshirtyesterday.AndIamaregularcustomerhere.Canyoumakeanexceptionthistime?Y:wewanttoseeyourmanager.Z:(对着C)CanIseeyourrece
7、ipt,please?I'msorry,ourmanageronthephonecan'tseeyou.C:here。Y:Yourservicehasalwaysbeenlikethis?Z:Thecustomerisalwaysright,weareheretoserveyou.C:Imeanthisshirtdoesn'tfitme,Imustreturn,Y:Youdonothelpustoreturn,wecomplainaboutinthemallquestionnaireZ:Ihavetot
8、ellyourmanagerbusywiththings,Ihavealsotoldyouthisshirtcannotbereturned.C:Well,Idonotwanttosaytoomuchtoyou,Iwanttoseeyourmanager.IwanttopersonallysaythingstohimZ:Well.Letmetalktothemanagerforamoment.C:Good.Z:Aladywanttoretu