情景会话 　　A: You are one of our most valued customers, Mr. Robert. Your feedback is most welcomed. 　　B: Well, I do have a couple of suggestions for you. As you know, I have been very satisfied with your products and service. But recently, I notice that your service quality is going down. 　　A: Would you like to tell me more about it? 　　B: Yes. The recent orders I placed have been delivered late. Last week, the packing case of the chocolate I ordered from you arrived damaged. 　　A: This is unusual. We have our products checked very carefully before sending them out. Have you contacted our customer service department? 　　B: Yes. But one of your customer representatives was very rude to me. 　　A: I'm so sorry to hear that. I wonder what I can do to compensate you for these unpleasant experiences. 　　B: Well, it's not necessary. I just don't want you to lose customers because of your poor customer service since your chocolate tastes so good. 　　A: I really appreciate your feedback. It's because of customers like you that we are able to correct our occasional problems.
　　A;罗伯特先生，您是我们重要的客户之一。我们非常乐意听到您的反馈。 　　B:我确实有一些建议。正如你所知，我一直对你们的产品和服务很满意。但近我发现你们的服务质量下降了。 　　A:您愿意跟我详细地说说吗? 　　B:好。近我下的订单，送货都不及时。上周，我订购的巧克力到货时包装破损了。 　　A:这有点反常。我们出货前都会很仔细地检查。您与我们的客服部门联系了吗? 　　B:联系了。但是你们有位客服人员态度很粗鲁。 　　A:听到这个我很抱歉。我想知道，我能做点什么来补偿您这些不愉快的经历。 　　B:没关系。我只是不想你们因为差劲的服务而失去客户，因为你们的巧克力味道很不错。 　　A:非常感谢您的反馈。正是因为有您这样的客户，我们才能改正偶尔下的错误。
[图片0] 　　场景表述 　　Would you like to tell me more about it? 　　您愿意跟我详细地说说吗?
　　还可以这样说: 　　O Would you like to discuss further details about it? 　　您想谈谈更多的细节吗?
　　O Would you please be more specific?您能说得更具体一点吗?
　　对方可能这样回答: 　　O The computer I bought from you didn't make it through the first three months.我从你们那儿买的电脑用了不到3个月就坏了。
　　I wonder what I can do to compensate you for these unpleasant experiences. 　　我想知道，我能做些什么来补偿您这些不愉快的经历。
　　还可以这样说: 　　O How can I make it up for you?我怎样做才能补偿您?
　　对方可能这样回答: 　　O Please make sure this won't happen again.请确保此事不再发生。 　　O I want to get my money back.我想退款。 　　O I want to return these products.我想退货。