Dealing with Complaints 处理投诉
什么事让您这么着急呢？
348.I'm sorry to burst in on you like this， but I'm really upset.
我很抱歉这样突然地找您，但我真的很心烦。
349.What on earth has happened to trouble you so？
到底发生了什么事让您如此发愁？
350. I'm afraid I have bad news for you.
恐怕我有坏消息要告诉您。
351.The woolen sweaters you delivered do not match the sample we provided.
你们交货的羊毛衫和我们提供的样品不一致。
352.You agreed that we could make a little change in design if necessary.
可你们曾经答应过，如有必要，图案可以稍作改动。
353.Our clients are very critical on quality.
我们的客户对商品的质量是很挑剔的。
354.What do you want us to do？
您看怎么办好？
355.Our clients want a replacement.
我们的客户要求换货。
356. It's a bit too hard.
这有点太难了吧。
357. It's only the background color that's not identical.
这仅仅是图案的底色不同而已。
358. If you agree to give us an allowance of 6％ of the invoice value， I'll try to talk our clients into accepting the goods.
如果你们同意按发票额让价6％，我会尽力说服客户接受货物的。
359. It sounds like a reasonable solution.
这个解决办法还比较合理。
360.You are saying you turn on the computer and see nothing？
你的意思是你把计算机打开后什么也看不见？
361.I would say that you have a larger problem than just the monitor.
我想你的问题比较大，不只是显示器的问题。
362.Whatever it is， I need this computer to work.
不管是什么问题，我要求把这台计算机修好。
363. Is there any way you could bring it in to be looked at？
你有没有办法把它带过来，让我们看一看？
364. If not， our repairman can come to you.
要不然，我们的维修人员可以上你那里去。
365.I would prefer if he comes here.
我倒愿意他去我们那里。
366.Our first bill came yesterday， and we have same questions.
我们昨天收到的第一张账单，有一些问题。
367. I sure hope I can answer them for you.
我真的希望我能回答你的问题。
368.It does appear that way.
是的，看起来好像是这样的。
369.Let me do some research on this and get back with you tomorrow.
请让我查查看，明天再给你答复。
Dialogue A
（Mr. Smith comes to make complaints and Miss Lin， the secretary， receives him. ）
（A： Miss Lin； B： Mr. Smith）
A： Good morning， Mr. Smith. What is your hurry？
B： Oh， I'm sorry to burst in on you like this， but I'm really upset.
A： What on earth has happened trouble you so？
B： I'm afraid I have bad news for you. The woolen sweaters you delivered do not match the sample we provided. They' re different in design and color.
A： But you agreed that we could make a little change in design if necessary.
B： Anyhow， the background color is a shade too dark. Our clients are very critical on quality.
A： It's usually not always possible to have exactly the same shade of color. Well， what do you want us to do？
B： Our clients want a replacement.
A： It's a bit too hard. After all， our sweaters are very similar to the sample. It's only the background color that's not identical.
B： Well， if you agree to give us an allowance of 6％ of the invoice value， I'll try to talk our clients into accepting the goods.
A： It sounds like a reasonable solution.
Dialogue B
（A： Miss Liu， the secretary of the computer sales company； B： a customer）
A： Good morning， sir. Can I help you？
B： I'd like to speak to the manager， please.
A： Our manager has been out. What can I do for you？
B： Yesterday I bought a computer from your company， but it doesn't work today.
A： So you are saying you turn on the computer and see nothing？
B： Yes. The computer is on， but nothing shows on the screen.
A： From the sound of it， I would say that you have a larger problem than just the monitor. It can be anything inside the computer.
B： Well， whatever it is， I need this computer to work.
A： Is there any way you could bring it in to be looked at？ If not， out repairman can come to you.
B： I would prefer if he comes here.
A： No problem. Where are you located？
Dialogue C
A： Hi. How are things going with you and with the service？
B： Well， not so good. Our first bill yesterday， and we have some questions.
A： Well， I sure hope I can answer them for you. What's the problem？
B： See here， on the bill， we were billed for the same service call twice.
A： Yes， it does appear that way. Let me do some research on this and get back with you tomorrow.
B： OK. We will be expecting your call.
Notes 注释
1.What's your hurry？
是什么事让你这么着急？
表达类似的意思还可以用：
Why are you in such a hurry？
2.on earth 究竟，到底；世界上。表示“究竟，到底”的意思时，用于what， when， where 等之后，加强语气。
如：When on earth did you come？
你究竟是什么时候来的？
Where on earth have you been？
你到底上哪儿去了？
There are countless rivers and lakes on earth.
世界上有无数河流和湖泊。
3. I'd like to speak to the manager， please.
我想找经理反映一下情况。
4. background color 底色
5.be similar to…与……相似
Gold is similar to brass in color.
金子的颜色与黄铜相似。
6.See here， on the bill， we were billed for the same service call twice.
你看，账单上写明了同一个维修服务，你们算了两次费用。
7. The computer is on， but nothing shows on the screen.
计算机已经打开，但是显示器上什么都没有。
8. It can be anything inside the computer.
可能是计算机里面的什么地方出毛病了。
9. Is there any way you could… 你有没有办法……
10.Where are you located？
你们的地址？
11.How are things going with you and with the service？
你一切都还好吧，还有我们卖给你们的那批产品呢？
12. I sure hope I can answer them for you.
我真的希望我能回答你的问题。
13.We will be expecting your call.
我等你的电话。
Words and Expressions
woolen sweater 羊毛衫
deliver/ di'liv+/ v. 交付，传达
sample/ s$mpl/ n. 样品
shade/ Meid/ n. 阴影部分，暗色
critical/ 'kritik+l/ a. 苛求的
replacement/ ri'pleism+nt/ n. 替换
similar/ 'simil+/ a. 相似的
identical/ ai'dentik+l/ a. 完全相同的
allowance/ +'lau+ns/ n. 折扣
invoice/ 'inv&is/ n. 发票
stain/ stein/ v. 弄脏
n. 污点
assume/ +'sju： m/ v. 认为；假设，假定
receipt/ ri'si： t/ n. 收据
shop assistant 营业员，店员