客戶服務(wù)的關(guān)鍵作用之一就是處理客戶的投訴和問題。為了能夠以非常專業(yè)的水平與客戶打交道，大家必須學(xué)會常用的商務(wù)英語表達(dá)方式來應(yīng)對客戶投訴。下面小編為大家整理了處理投訴的英語對話，希望對大家有幫助。

處理投訴的英語對話

Making a Claim

Green: There's something you could help me with.

Smith: Please go ahead.

Green: I ordered 10, 000 pairs of lady's shoes, but I received the same amount of men's beyond expectation.

Smith: I'm awfully sorry, sir. I was informed just now that someone in our company has made a mistake in filling your order. I would apologize to your company on behalf of our company.

Green: Can you do anything about the goods mistakenly shipped?

Smith: We'll manage to send you the correct goods as quickly as possible.

Green: How long should we wait for? I hope our clients can get them before the New Year's Day.

Smith: We'll try our best to make sure that we ship the goods by the end of the month.

Green: How about the wrong goods?

Smith: If you could sell them at the spot price at your end, so much the better.

Green: I'm afraid it's not an easy job. Because the design is not popular in China. But for the sake of friendship, we'll be glad to help you.

Smith: Your offering help to sell the goods will be highly appreciated.

投訴

格林：有件事您得幫助我解決。

史密斯：請說。

格林：本來我訂購的是10, 000雙女式皮鞋，但是沒想到收到的卻是相同數(shù)目的男式皮鞋。

史密斯：真是太抱歉了，先生。剛才得到通知，我們公司某人填錯了你們的訂貨單。我愿代表我公司向貴公司道歉。

格林：貨物裝錯了，您看怎么辦?

史密斯：我們將設(shè)法盡快把你方的訂貨運(yùn)來。

格林：需要等多長時(shí)間?我希望我們的客戶能在元旦前收到這批貨。

史密斯：我方將盡力確保這批貨在這月發(fā)出來。

格林：錯發(fā)的貨怎么辦?

史密斯：如果你們能就地現(xiàn)價(jià)銷掉，那是比較好的。

格林：恐怕這不是件輕而易舉的工作。因?yàn)檫@種式樣在中國不大受歡迎。不過如果你們可以削價(jià)，我們將樂于幫忙。

史密斯：貴方提供幫助銷售這批貨物，我們深表謝意。

處理投訴的英語情景對話-顧客投訴

I've got a complaint to make.

我有問題要投訴。

These aren't the things we ordered.

這些貨不是我們要的。

Nearly all of them were broken.

幾乎所有的貨都壞了。

To be honest, I find this quite unsatisfactory.

老實(shí)說，我對這次供貨很不滿意。

處理投訴的英語情景對話-要求退貨

I would like to return this dress.

我想退掉這件衣服。

Can I get a refund?

可以退款嗎，

處理投訴的英語情景對話-商家回應(yīng)

What is the problem?

有什么問題，

Can I take your reference number, please?

請問您的發(fā)貨號是多少，

Do you have the receipt?

您有收據(jù)嗎?

We can replace them for you immediately.

我們會立即為您更換。

I can help you find the right size.

我可以幫您調(diào)換尺碼。

Send them back to us, and we'll refund the full cost.

給我們送回來吧，我們將退還所有費(fèi)用。

To show you our appreciation, we'll take 25% off your bill.

為表示我們的誠意，我們將免除您25%的賬單金額。

處理投訴的英語情景對話-情景對話

對話場景：總臺接到投訴電話后安撫顧客，表示立即退換商品，同時(shí)讓出折扣平息顧客的怒氣。

句型重點(diǎn)：投訴的說法，道歉，安慰。

Receptionist: This is Office Supplies, Mary speaking.How may I help you?

Assistant: I'd like to make a complaint about a recent delivery.

Receptionist:Can I take your reference number,please?

Assistant: It's WK 9A5.

Receptionist: And your name, please?

Assistant: This is Jane calling, from ABC Publishing.

Receptionist: And what is the problem, Jane?

Assistant: The light bulbs that I ordered for the department were delivered today, and nearly all of them were broken.

Receptionist: I'm so sorry about that. If you let me know how many are broken, we can replace them for you immediately.

Assistant: Let's see…that's seventy-five light bulbs To be honest, I find this quite unsatisfactory. If this happens again.I'm going to have to find another supplier.

Receptionist: Again，my apologies. To show you our appreciation for your business, we'll take 25% off your bill.

Assistant: Thank you.

Receptionist: You're welcome.

接待員：辦公用品公司，我是瑪麗。您需要什么幫助嗎?

助理：我想就近期的一次發(fā)貨提出投訴。

接待員：能告訴我您的發(fā)貨號嗎?

助理：是WK 9A50

接待員：請問您的姓名是?

助理：我是ABC出版社的簡。

接待員：有什么問題，簡?

助理：今天我收到了為部門訂購的燈泡，但幾乎所有的燈泡都壞了。

接待員：非常抱歉。如果您能告訴我受損燈泡的數(shù)量，我們會立即為您更換。

助理：讓我看看……有75個。老實(shí)說，我對這次供貨很不滿意。如果再次發(fā)生此類事情，我就得另找供貨商了

接待員：我再次表示歉意。為表示我們對貴公司的感謝，我們將免除您25%的

賬單金額。

助理：謝謝。

接待員：不用謝。

特別提醒：如果大家想要了解更多英語方面知識，或者想要深入學(xué)習(xí)英語的，可以掃以下二維碼，定制滬江網(wǎng)校精品課程，高效實(shí)用的個性化學(xué)習(xí)方案，專屬督導(dǎo)全程伴學(xué) 。

投訴是一門藝術(shù)!當(dāng)我們在抱怨時(shí)，也應(yīng)該盡可能保持禮貌。經(jīng)營非常需要耐心,而處理顧客投訴更是需要耐心以上就是：處理投訴的英語情景對話，希望對大家有幫助。