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【精品】商务口语：处理客户投诉Dialogue 1A: Good morning, welcome to XYZ Company. How may I assist you?B: Hi, I would like to speak to the manager. I have a complaint about your product.A: I'm sorry to hear that. May I know what the problem is?B: I bought a laptop from your company a week ago, and it keeps crashing. I have lost important data and it's causing me a lot of inconvenience.A: I understand how frustrating that must be for you. Thank you for bringing it to our attention. Please give me a moment to get the manager.(Moments later)Manager: Hello, how can I assist you?B: Your employee informed you that I have a complaint about your product. My laptop keeps crashing, and I have lost important data.Manager: I apologize for the inconvenience caused. We take such complaints seriously and I assure you we will do our best to resolve the issue. Can you please provide us with your name,contact number and the laptop's model number so we can investigate the matter?B: Sure, my name is Samantha, my contact number is 555-1234 and the model number is XYZ123.Manager: Thank you, Samantha. I will personally follow up with our technical team and get back to you within 24 hours with a solution.B: Thank you, I appreciate that.Dialogue 2A: Good afternoon, welcome to ABC Hotel. How can I assist you?B: Hi, I'm very disappointed with the cleanliness of my room. I found stains on the bed sheets and the bathroom is not properly cleaned.A: I'm sorry to hear that, sir. We apologize for the inconvenience caused. We will immediately send our housekeeping staff to your room to rectify the issue. Can you please give me your room number?B: My room number is 202.A: Thank you, sir. I will inform our housekeeping team who will promptly address the issue.B: I hope it will be done as soon as possible.A: We will do our best to ensure that, sir. May I offer you a complimentary drink at our bar while you wait?B: That sounds good. Thank you.(20 minutes later)A: Sir, we do apologize for the inconvenience caused. Our housekeeping team has cleaned your room, and we have changed all the bed sheets. We hope that everything is to your satisfaction now.B: Yes, thank you for your prompt action. The room looks much better now.A: Thank you for your understanding, sir. Is there anything else I can assist you with?B: No, that's all for now.A: Alright, have a pleasant stay with us.。
Complaint and settlement常用术语、短语Common terms and phrases一、claim 索赔；赔偿；赔偿金compensate 赔偿，补偿claim* **penses 理赔费用to make/ register/ file/ lodge/ raise / bring up/ a (one\'s) claim 提出索赔to make a claim with (against) sb. 向某方提出索赔to make a claim for (on)sth. 就某事提出索赔claim settlement 理赔to settle a claim 理赔；解决索赔（问题）entertain a claim受理索赔admit/ accept a claim接受索赔dismiss/ reject a claim拒绝索赔to withdraw a claim 撤消（某项）索赔to waive a claim 放弃索赔（要求）claim on the goods 对某（批）货索赔claim on sb. 向某人（方）提出索赔claim for trade dispute 贸易纠纷（引起的）索赔claim for compensation 要求补偿to make an investigation 调查研究claim for short weight 由于短重而索赔claim for damage 由于损坏而索赔claim for loss and damage of cargo 货物损失索赔claim for inferior quality 由于质量低劣而索赔二、常用表达Common ExpressionsThis is a claim on quality.这是质量索赔。
This is a claim on short weight.这是短重索赔This is a claim on delayed shipment.这是延期装运索赔。
商务谈判英语常用对话一、开场白1. Hello, Mr. Smith. I'm glad to meet you.2. Good morning, Ms. Johnson. It's a pleasure to see you ag本人n.3. How do you do, Mr. Wang. I'm delighted to make your acqu 本人ntance.4. Good afternoon, ladies and gentlemen. Thank you for attending this meeting.二、介绍自己5. My name is Emily. I'm the sales manager of XYZpany.6. I'm Jack, the purchasing manager of ABC corporation.7. I'm Peter. I'm in charge of marketing at LMNpany.8. I'm Maria. I represent DEFpany as the business development manager.三、初始询问9. How was your trip to China, Mr. Smith?10. Did you have any trouble finding our office, Ms. Johnson?11. Would you like some coffee before we start the meeting, Mr. Wang?12. Have you been to our city before, Ms. Brown?四、表达感谢13. Thank you for inviting us to this meeting, Mr. Smith.14. We appreciate the opportunity to discuss this partnership, Ms. Johnson.15. Thank you for taking the time to meet with us, Mr. Wang.16. We are grateful for your hospitality, Ms. Brown.五、提出议程17. Let's start by discussing the terms of the contract.18. I believe it would be beneficial to review the project timeline first.19. Can we go over the budget and cost estimation for the project?20. How about we begin with the terms and conditions of the partnership?六、寒暄和破冰21. How is your flight to Shangh本人, Mr. Smith?22. I hope your stay in our city has been pleasant, Ms. Johnson.23. Is this your first time visiting Beijing, Mr. Wang?24. Have you had the chance to try the local cuisine, Ms. Brown?七、表达期望25. We hope to reach a mutual agreement during this meeting.26. Our goal is to establish a long-term partnership with yourpany.27. We 本人m to finalize the det本人ls of the contract by the end of this session.28. Our expectation is to achieve a win-win situation for both parties.八、商务提案29. We propose a joint venture to tap into the Chinese market.30. Our suggestion is to invest in a new production facility in your country.31. We rmend a collaboration on research and developmentprojects.32. We would like to explore the option of a distribution partnership.九、商务协商33. I believe we can negotiate the payment terms to be more favorable for both sides.34. It would be beneficial to discuss the implementation timeline in more det本人l.35. Can we go over the quality control measures for the manufacturing process?36. We need to address any potential issues or concerns before finalizing the agreement.十、谈判结尾37. I appreciate your time and consideration, Mr. Smith.38. Thank you for your cooperation and constructive discussion, Ms. Johnson.39. We look forward to your feedback on our proposal, Mr. Wang.40. Let's schedule a follow-up meeting to finalize the det本人ls,Ms. Brown.会展英语常用对话一、接待客户1. Good morning. Wee to our booth.2. Hello. How can I assist you today?3. Thank you for visiting our exhibition stand.4. Is there anything specific you are interested in seeing?二、介绍展品5. This is our latest product line of electronic devices.6. These are the advanced machinery and equipment we manufacture.7. Here we have a range of innovative solutions for the healthcare industry.8. Ourpany specializes in eco-friendly and sust本人nable products.三、征求意见9. What do you think of our new product design?10. Do you have any feedback on our prototype demonstration?11. Are you interested in learning more about our customization options?12. How do you feel about the features and functionalities of our products?四、提供资料13. Here is our product catalog for your reference.14. We have brochures det本人ling ourpany's services and capabilities.15. Would you like to take home some literature about ourpany?16. Feel free to take a copy of our latest industry reports.五、商务洽谈17. We are open to discussing potential collaboration opportunities.18. Can we schedule a meeting to further explore business partnerships?19. If you have any inquiries about our products or services, please let us know.20. We would be happy to provide you with more information on our pricing and terms.六、结束交流21. Thank you for your time and interest in our products.22. We hope to stay in touch and continue our discussion after the exhibition.23. Please don't hesitate to reach out if you have any further questions.24. We look forward to the possibility of working together in the future.无论是商务谈判的英语常用对话还是会展的英语常用对话，它们都是商务交流中必不可少的部分。
商务谈判常用英语口语1商务谈判英语口语对话商务谈判常用英语口语1商务谈判常用英语口语1 (1) A：Is this going to satisfy your requirements B：Actually ，it is more than we need . A：We can give you a little cheaper model . B：Let me see the specifications for that . A：这种的合你的要求吗B：事实上，已超出我们所需要的。
A：我们可以提供你便宜一点的型式。
B：让我看看它的规格说明书吧。
(2) A：We can offer you this in different levels of quality. B：Is there much of a difference in price A：Yes ，the economy model is about 30% less. B：We“ll take that one . A：这产品我们有三种不同等级的品质。
B：价钱也有很大的分别吧A：是的，经济型的大约便宜30%. B：我们就买那种。
(3) A：How many different models of this do you offerB：We have five different ones . A：Is there much of a price difference . B：Yes，so we had better look over your specifications. A：这个你们有多少种不同的型式。
B：五种A：价钱有很大的差别吗B：是的，所以我们最好先把您的规格说明细看一遍。
(4) A：You“re asking too much for this part . B：we have some cheaper ones . A：What is the price difference B：The basic model will cost about 10% less . A：这零件你们要价太高了。
complain的用法和搭配一、complain的用法"Complain" 是一个常见的英语动词，指的是表达不满或抱怨某事物、情况或人。
它可以用来描述我们对于某个问题或不愉快经历的反应。
在日常生活和工作环境中，我们经常需要使用这个词来表达自己的感受和寻求解决方案。
1. 表达不满：当我们遇到令人不满的情况时，可以使用"complain about"结构来表达自己的不满之情。
例如：- Many customers complained about the poor service at the restaurant last night.（许多顾客抱怨了昨晚餐厅糟糕的服务。
）- She complained about the noise coming from her neighbors upstairs.（她抱怨楼上邻居制造的噪音。
）2. 抱怨某人：有时候，我们可能需要向他人抱怨某个人的行为或态度。
此时，可使用"complain to"结构加目标人物来表达自己的抱怨。
例如：- She complained to her manager about her coworker's constant lateness.（她向经理抱怨了同事频繁迟到的行为。
）- The customer complained to the store owner about the rude cashier.（顾客向店主投诉了粗鲁收银员的行为。
）3. 抱怨某事：有时候，我们可能需要抱怨某个具体问题或事物带给我们的困扰或不便。
使用"complain about"结构可以清楚地表达出来。
例如：- Many people complained about the lack of parking spaces in the city center.（许多人抱怨市中心停车位不足。
商贸英语口语之投诉与索赔一、惯用单句1 我要投诉。
I have a complaint.= I'd like to complain about something.2 打开箱子的时候，我们发现货物被雨水浸了个半透。
When we unwrapped the cases, we found the goods partly soaked by rain.3 我们发现一半的货物都碎了。
We found half the goods broken.4 我们发现半数货物已不能用了。
We found half the goods unusable.5 很明显，这些水果已经不能吃了。
It's obvious that the fruits are no longer suitable for consumption.6 很明显这些货物现在已经没有用了。
It's clear that the goods are useless now.7 我们调查的结果是，货物是在运输途中的某个时候受损的。
The result of our investigation said the damage was caused sometime in transit.8 据我们的调查报告显示，损坏是由于包装不当引起的。
According to our survey report, the damage was caused by poor packing.9 我们的调查员申明是生产厂家的粗心导致了短缺。
Our surveyors stated that carelessness on the part of the manufacturer caused the shortage.10 我们没办法只能提出索赔。
We have no alternative but to file a claim.11 我们要求赔偿一万美元。
【Complaint】处理投诉-现代酒店英语口语经典对话C=Front Office Clerk 前台服务员 G=Guest 顾客C：Good evening. Front Office . Can I help you?晚上好，这里是前台。
有什么可以为您效劳？G：This is Mrs. Stevenson, Room 103. I’ve just checked in and I’m not happy with my room.我是 1503 房的史蒂文森太太，刚入住的，我对房间不满意。
C：May I know what is wrong?请问有什么问题吗？G：The room is smelly and there is someone’s hair on my bed! I didn’t expect such thinhs would happen in your hotel.房间有股难闻的气味，我的床上还有别人的头发！我没料到你们酒店会发生这样的事情。
C：I’m sorry to hear that. Mrs. Stevenson. I’ll send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.很抱歉有这种事情，史蒂文森太太。
我马上派一个服务员拿空气清新剂来，并且为您重新整床。
我们为给您带来不便道歉。
G：That’s fine. Thank you.好吧，谢谢。
C：You’re welcome, Mrs. Stevenson. My name is Simon, and if there is anything else I can do foryou, please don’t hesitate to call me .不客气，史蒂文森太太。
商务抱怨商品和服务英语对话（2）MR. CLAYTON: Mr. Bradley, I understand your concern and recognise that it' s a very unsatisfactory situation,克莱顿先生：布拉德利先生，我理解您的担心，也承认这是个很不令人满意的情况，but may I point out it was just two batches that were defective...但我想指出只有两批出现缺陷……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.堂.布拉德利：或许只是两批，但我们现在有200件有缺陷的产品在市场上，而上面印的是Bibury的名字。
MR. CLAYTON: Mr. Bradley, we appreciate that the situation has damaged your reputation.克莱顿先生：布拉德利先生，我们了解这种情况损及贵方的声誉。
And we are very sorry.我们很抱歉。
But we also have a good reputation.但我们也有着良好的声誉。
And that reputation is built upon reliability and good relationships with our customers.我们的声誉是建立在产品的可靠性和良好的客户关系上的。
We supply many leading companies and we are very embarrassed by this incident.我们为很多主要公司供货，这次事件也使我们很尴尬。
complain的用法和短语一、Complain的基本含义及用法人们在日常生活中时常会遇到各种问题和困难，当遇到不满或者不如意的事情时，我们往往需要表达自己的抱怨和不满。
这时，一个常用的英语动词complain 便派上了用场。
下面将介绍complain的基本含义、用法以及相关短语。
1. Complain 的基本含义Complain 是一个动词，其基本含义是“抱怨，发牢骚”。
它用于表达对某件事物或某个情况持否定态度或不满意见。
2. Complain 的用法（1）Complain 后接受诉苦对象。
例如：- She complained about the noise coming from her neighbor's apartment.（她抱怨邻居家传来的噪音。
）- The customers often complain about the long waiting time at this restaurant.（顾客们经常抱怨这家餐厅等待时间太长。
）（2）Complain 后接受投诉内容。
例如：- He complained to the manager about the poor service he received.（他向经理投诉他所遭受的糟糕服务。
）- They complained to the airline company about their lost luggage.（他们向航空公司投诉他们失去的行李。
）二、常见与complain 相关的短语除了单独使用complain外，以下是一些与 complain 相关的常用短语，帮助我们更准确地表达自己的不满和抱怨。
1. Complain about...这个短语用来指出抱怨的主题或对象，可以是事物、情况或行为等。
例如：- He complained about the quality of the food at the restaurant.（他抱怨餐馆的食物质量。
本文部分内容来自网络整理，本司不为其真实性负责，如有异议或侵权请及时联系，本司将立即删除！== 本文为word格式，下载后可方便编辑和修改！ ==商务英语高手谈判的25条金句英语水平对外贸业务的影响不用多说了，以下将老外贸的沟通技巧结合英语口语，希望对大家有帮助!客户来访——I will arrange everything当客户远道而来，你热心地告知他："I will arrange everything." (我会安排一切。
)不但表现出你的诚意，也能使他在不必顾虑食宿等琐事的情况下，专心与你进行沟通。
适时承认自己的过失——It's my fault.如果你明显地犯了错，并且对别人造成或大或小的伤害，一句充满歉意的"I'm sorry. It's my fault."(对不起，是我的错。
)通常能够获得对方的原谅。
就算他实在很懊恼，至少也能稍微缓和一下情绪。
做无谓的辩解，只能火上加油，扩大事端。
抱怨不是无理取闹——I have a complaint to make.以激愤的语气向人抱怨某事，很可能令人心生反感，而使结果适得其反，不如心平气和而语气坚定地告诉对方 "I have a complaint to make."(我有怨言。
)然后告诉他所发生的事。
缓和紧张的气氛——How about a break?当会议因冗长而陷于沉闷、紧张的气氛时，做无意义的僵持是无法获得令人满意的结果的。
如果能在不打断对方的情形下提出"How about a break?"(休息一下如何?)对方必能欣然接受，紧张的气氛也立刻得以经解。
当你们再回到会议桌时，也能以清晰的思路继续沟通。
做个周到的主人——You can use our office equipment if necessary.如果沟通是在你的公司进行，除了应向客户提供舒适的场所以外，更应该尽量配合他，向他提供有助于沟通进行的服务与设备。
