白領的一天 場景88:道歉 Apologising

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Narrator: Hello! 歡迎回到 Tip Top 貿易公司，英國最大的水果模型批發商。 今天公司裏有突發情況，Anna 正在接待一位客戶，來自 Citrus Ventures 的 Lime 先生。聽起來他非常生氣，Anna 得趕緊想辦法讓 Lime 先生消消火，否則可就出大事兒了。

Anna: Well Mr Lime, how can I help you?

Mr Lime: On Monday I was meant to receive 8,000 plastic grapefruit from Tip Top Trading.

Anna: Yes.

Mr Lime: The delivery was made on Tuesday.

Anna: Oh dear.

Mr Lime: And instead of 8,000 plastic grapefruit, I got 800,000 plastic pineapples!

Narrator: 哎呀！這可是個大錯誤。你得趕快道歉，必須顯示出你的誠意，對於所出的問題導致的結果表示歉意，I'm really sorry to hear that.

Anna: I'm really sorry to hear that, Mr Lime.

Mr Lime: What on earth am I going to do with 800,000 plastic pineapples?

Narrator: 要向 Mr Lime 表示你已經瞭解了事情的來龍去脈。你可以用這幾個短語：

這是絕對不可以接受的 that's totally unacceptable.

或者這肯定給你帶來了極大的不便 that must have been very inconvenient for you.

接下來你要保證能解決這個問題。可以說：

我保證一定會盡全力解決這個問題的 you have my word that we will sort this out.

還有我們一定會盡可能的彌補此事給您帶來的不便。We can definitely do something to make up for the inconvenience.

當然，你還得保證這種事情將來肯定不會再發生。It won't happen again.

Mr Lime: 800,000 plastic pineapples!

Anna: That's totally unacceptable.

Mr Lime: I didn't even have anywhere to put them and pineapples are so much bigger than grapefruit!

Anna: It must have been very inconvenient for you.

Mr Lime: It certainly was! When he took my order, your colleague Tom told me that Tip Top Trading was the most reliable firm in the industry!

Anna: You have my word that we will sort this out. We'll remove the pineapples and have your grapefruit sent via express delivery this afternoon.

Mr Lime: Good. Thank you.

Anna: And we could include some of our latest-edition imitation oranges to make up for the inconvenience.

Mr Lime: Oh! Well, that would be nice!

Anna: They're made with revolutionary premium faux-orange, laser-curve-definition technology. You will be the first to have them!

Mr Lime: Wow, now that's good customer service! Tell me, do you have any other artificial fruits in this range?

Anna: Yes. Well, it's a bit of a secret, but you're a trusted client, so I think I can tell you...

Mr Lime: Go on...

Anna: We're about to unveil a new Imperial Lemon.

Mr Lime: Really?

Anna: I can't tell you any more for now. But…

Mr Lime: Yes...

Anna: Maybe we could present it to you more formally in a couple of weeks, when it's ready for release?

Mr Lime: Sounds perfect.

Anna: You would be the first to see it!

Mr Lime: Excellent. Thank you, er... Anna, isn't it?

Anna: Yes.

Mr Lime: A very pretty name.

Anna: Thanks. It's spelled the same forwards and backwards.

Mr Lime: Is it really?

Anna: Anyway, Mr Lime, we'll fix this grapefruit problem for you, and I promise you, it won't happen again.

Mr Lime: Good, good. You're new here, aren't you Anna?

Anna: Yes.

Mr Lime: Well I look forward to working with you.

Narrator: 成功了！Mr Lime 火氣消了，而且還很高興！Anna 有誠意的道歉解決了問題。 她用了這些短語：

I'm really sorry to hear that, Mr Lime.

That's totally unacceptable.

It must have been very inconvenient for you.

You have my word that we will sort this out.

And we could include some of our latest-edition imitation oranges to make up for the inconvenience.

I promise you, it won't happen again.

Narrator: Anna 的老闆 Paul 會對她今天的表現作出什麼評價呢？傾聽下期節目。

聽力挑戰：

LIME 先生應該從 TIP TOP公司收到多少釉子水果模型?

上期答案：

Citrus Ventures 公司的業務是什麼？

他們的業務是果汁吧。