商务英语辅导：中级口语训练第16课-投诉

会计考友

　　“商务英语口语”适合已掌握英语基本语法和常用词汇的商务人士，或者是英语水平较高，但口语水平较差人士。将和外商谈生意时可能碰到的情况一网打尽，内容包括迎接客户、如何招待客户、推销产品、陪客户参观工厂、解决纠纷、顺利签约、完成交易、国外出差、订机票、旅店、途中处理突发事件等最常用的商务术语与词汇以及贸易实务常识、欧美国情、基本礼仪，让学员成为博闻多礼，潜力无限的经理人才。
4 n/ a  Z, s; y! Y8 u5 z　　Unit 16 Complaining the products and services 抱怨产品和服务
* Y6 ~$ Q1 T$ h6 S6 A4 ~　　MR. SAKAI: I' m sorry to have to say this, Clive, but we have got a problem.
; x1 [. L5 r% v* C　　酒井先生：克莱夫，这样讲很抱歉，不过我们有麻烦了。
0 h. J- i  q1 o+ Z　　CLIVE HARRIS: Hasn' t the consignment arrived yet?
$ T/ e1 q, i4 H( C　　克莱夫．哈里斯：货物还没到吗？
　　We sent them off on...
　　我们发货的时间是在……
4 |1 I# J3 t2 r1 @　　MR. SAKAI: No, Clive, you misunderstand me, the consignment arrived two days ago.
( z( ]/ M, W4 Y* v( W3 k9 s　　酒井先生：不是，克莱夫，你误解了，货物两天前就到了。
　　Right on schedule.
　　按时到的。
　　No, the problem is with the product itself.
+ G  x  V" O9 h) D- u　　但，问题是产品本身。
- T7 \* K; x, Q$ {: C, ?9 {3 ]　　CLIVE HARRIS: What is it?
　　克莱夫．哈里斯：怎么回事？
　　MR. SAKAI: Last night I had a phone call from one of my warehouse managers.
　　酒井先生：昨天晚上，我接到一名仓库经理的电话。
　　He was very excited with the new product.
1 ]4 m& o: e7 G; W- [　　他对新产品很惊喜。
) p. e6 B0 B+ @/ g　　He was certain that his son would love one.
/ Y' R  Y2 r# O- X　　他确信他的儿子会很喜欢。
　　So he took one home, opened it up and switched it on, and heard this...
# i. m! \2 x* c6 [　　因此，他带了一个回家，打开、启动，但听到了……
　　CLIVE HARRIS: Do you have any idea how many units are defective?
* ^' Y+ P0 ?& Z( \$ N0 H　　克莱夫．哈里斯：你知道有多少件有缺陷吗？
　　MR. SAKAI: We spent the day checking the whole consignment.
/ P! A6 F4 H, T. U0 |) J　　酒井先生：我们花了一整天检查全部货物
　　Unfortunately it looks like batch numbers 993 and 994 all have the same problem.
: J6 e2 F) m2 e8 P. A　　不幸的是，看起来993和994两批都有这一问题。
  N9 C9 y5 u  I: `2 P0 ]7 m" _) g　　Everything else seems fine.
+ W+ c+ v7 }5 Q0 y/ g* Z+ O2 R　　其他的都还画稿。
　　But it was a long job.
　　但花费的时间很长。
9 Q1 O& D4 @6 j, ?! B/ U! M6 N　　My staff had to check every toy.
: l! b- G/ l9 y6 {6 y. V3 s　　我的工作人员不得不对每个玩具逐一检查。
　　CLIVE HARRIS: Kazo, I will get this sorted out immediately.
　　克莱夫．哈里斯：加须，我会立即解决这件事。
9 R, X& ?' r5 H　　MR. SAKAI: Clive, it is essential that we have these on the shelves by the end of this week.
8 ~' B1 A  h4 g9 J9 _( }: g　　酒井先生：克莱夫，我们一定要在这个周末把玩具上架，这很重要。
　　CLIVE HARRIS: I am sending Derek Jones over on the first flight.
( k6 |$ ?3 {2 C　　克莱夫．哈里斯：我派德里克．琼斯搭乘最早一班飞机赶过去。
* H* k, C) g: |6 N　　And I shall send Don to the suppliers to make sure it won' t happen again.
+ }  K1 b$ `  a& K6 m& W　　我会派堂去供应商那里确保不会再发生这种事。
　　DON BRADLEY: There are two hundred fault circuit boards.
　　堂．布拉德利：有200个坏电路板。
1 \0 Z; r4 l7 O0 B6 O　　Our product for the far Eastern launch is defective.
　　我们在远东的产品上市已是不完善的了。
　　This will damage our reputation in the market place and it' s very embarrassing for us.
- C8 X" H! m4 A$ t　　这会损坏我们的市场声誉，使我们很尴尬。
( b" d- b. D) z' a) |, p2 j　　I want to know what you' re going to do to remedy the situation.
　　我想知道你们采取什么措施来补救这种情况。
　　MR. CLAYTON: Mr. Bradley, we have tracked down the problem.
: Y. s8 f  Z# y9 c5 G6 y1 O* f　　克莱顿先生：布拉德利先生，我们已经找到了问题所在。
　　We can guarantee that it won' t happen again.
( [! N9 v- ?* ]: @　　我们能保证不会再出现这样的问题。
　　There was a localized problem in quality control which we have isolated and rectified.
　　在质检本地化上有个问题，我们对此已进行了隔离和矫正。
9 k8 \( d4 a0 l" `/ x% Z　　We now have a new Quality Assurance programme.
　　我们现在用的是一套新的质保程序。
　　DON BRADLEY: That' s all very well but you have failed to meet the terms of the contract.
　　堂．布拉德利：这很好，但你们没能达到合约的条款。
2 X% S- K, z- l/ W& {4 J2 J/ A　　I am afraid we have no option.
4 l  k5 o6 q. j3 \$ R　　恐怕我们别无选择。
+ d4 d3 y( D- ?/ F* t3 u, ]　　We will have to terminate the contract and find a new supplier.
. Q9 A$ _8 @! K2 B- c　　我们不得不终止合约，另找供应商。
　　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.
/ S9 `; }- E0 d; Q　　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.
  o' f8 c) w" a$ w2 u9 i' Q0 s# o　　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.
9 ^3 T5 R* M# ~* w4 c& y& R* Z　　我们很抱歉。
& ?( z6 I  N, C) F2 ~- e2 ]7 Q　　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.
2 W4 G: e; u+ }9 z) Z. c7 K: n, ^　　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.
5 C  {6 G& ^2 Z/ n　　我们为很多主要公司供货，这次事件也使我们很尴尬。
6 K' f* U. }6 E# X7 W( [8 ^　　I must assure you that it won' t happen again.
　　我必须向您确保，这种事情不会再次发生。
　　DON BRADLEY: How can I be certain that it won' t happen again?
& p( M0 R' Z9 H8 W5 @% @0 |　　堂．布拉德利：我怎样才能确信这种事情不会再次发生呢?
- w, {$ a$ Q+ r: a/ E　　JENNY ROSS: Hello, this is Bibury Systems.
: C) K' Z& G6 [　　詹妮．罗斯：你好，Bibury系统公司。
　　The fax machine that we hired from you has broken down.
　　我们租的你们的传真机坏了。
　　The paper keeps jamming.
# B: ?- t% ?/ n. q) C7 c$ j5 W, U5 d4 c　　传真纸总是卡住。
　　It hasn' t worked properly since you installed it.
　　自从你们安装后就一直不能正常工作。
　　We would like someone to come and fix it now.
　　我们希望你们现在派人来修好。
　　Look, I spoke to someone three hours ago.
7 }7 d& t6 }" y& J% V　　听着，我三小时前就跟你们的人讲了。
* x% q9 U, [) R  O, N2 R- e% i  P( C　　They said an engineer would come before lunchtime.
　　他们说午饭前会有个工程师过来。
　　But in the service agreement it says that you will send someone within twenty-four hours.
9 ]2 {) M8 `  \/ a　　但在服务协议里，你们承诺的是二十四小时内派人维修。
　　We need it fixed today.
　　我们需要它今天就修好。

会计考友

</p>　　Well, if you can' t get it repaired today then we will have to cancel our rental agreement.
　　如果你们今天不能修好，我们就不得不取消我们的租赁协议。
　　KATE MCKENNA: Hello!
　　凯特．麦凯纳：你好!
* C1 J2 f( d7 Q4 p# F, v　　JENNY ROSS: Welcome back.
- r' B( Y8 O9 R7 G6 A0 m, Z　　詹妮．罗斯：欢迎归来
　　I hear the American launch was a great success.
　　我听说美国的产品上市很成功。
　　KATE MCKENNA: I think we' ve cracked it.
　　凯特．麦凯纳：我想我们大获全胜了。
: F, E+ _, ]' l2 M( k. r　　Orders for Big Boss are right on target.
　　"大老板"的定单纷纷而来。
　　And I had a wonderful holiday.
6 d: ]) x  J3 e9 C9 Z3 [　　我度了个不错的假期。
　　For a few weeks I managed to stop thinking about Big Boss.
　　我试着这几周不去想 "大老板"。
" B; ^% ], h* M- Y7 B+ J! ?% Q　　So how have things been here?
　　这里的事情怎样？
　　Is this post mine?
　　这是我的信件吗？
2 W2 P% X9 O' t　　JENNY ROSS: No. This is yours.
　　詹妮．罗斯：不是。这才是你的。
　　You haven' t heard the news?
　　你还没听说吧？
2 c# _6 V3 f" t7 z　　KATE MCKENNA: What' s happened?
　　凯特．麦凯纳：怎么了？
　　JENNY ROSS: There' s a problem with the circuitry on some of the units that went to Japan last week.
　　詹妮．罗斯：上周运往日本的产品有些电路板出了问题
$ d, {) c! d" O: Z: z7 U# B5 \　　KATE MCKENNA: What!!
4 K2 o  y( a5 l　　凯特．麦凯纳：什么！！
. c( e. Z# [  f2 a7 b1 a　　JENNY ROSS: Derek flew to Tokyo to look at the problem.
6 ~6 M: j2 p# ]" I# K. T, p　　詹妮．罗斯：德里克已飞去东京查看这个问题。
  V7 T. d6 @( n" P, `' I　　KATE MCKENNA: So it' s serious.
5 @" `- f& k, N0 ^, T　　凯特．麦凯纳：那么说，是很严重了。
# v# E; _5 S$ N/ S5 \& f　　JENNY ROSS: Yes. And Don' s gone to the component supplier to find out how it happened.
$ k; M/ q& L: P! ]$ ~5 ~　　詹妮．罗斯：是的。堂已经去了零部件供应商那里去调查事情的原因。
　　We think we have tracked the problem down to just two batches, but...
　　我们认为，出问题的产品只有两批，不过……
　　KATE MCKENNA: I don' t believe this. Where' s Clive?
　　凯特．麦凯纳：我不相信。克莱夫在哪儿？
　　JENNY ROSS: He' s in a meeting.
　　詹妮．罗斯：他在开会。
. b. E' h3 A" S* N　　KATE MCKENNA: Jenny, I need to talk to him as soon as possible.
) l/ k+ g( y( `　　凯特．麦凯纳：詹妮，我要尽快跟他谈。
　　I' ve negotiated sales of over 80,000 units to the States...
5 Q& r8 {$ h8 x/ F2 n　　我已经商定了超过8万件产品销往美国……
( O& r% ~% m, M3 n　　DON BRADLEY: We have three options.
　　堂．布拉德利：我们有三个选择。
　　We can re-negotiate with Southford Components or we can work with MAGL or Parkview.
　　我们可以重新与Southford零配件公司协商，或者我们可以与MAGL或Parkview合作。
( C! M. X1 y: c. V4 Q　　CLIVE HARRIS: A crucial factor is how quickly they can deliver.
　　克莱夫．哈里斯：重要的是他们能多快供货。
: a5 r4 G! S; \, F- i+ q, M  N　　DEREK JONES: MAGL certainly claim to be the fastest.
9 a; V8 ?4 t: c% p8 z0 @! V　　德里克．琼斯：MAGL一定是宣称供货最快的。
　　But I' m worried that although they are fast they may not have the best quality control.
+ T2 T/ b" s: F" C2 b5 @) `3 N7 e$ {　　但我担心，虽然他们是供货最快的，但他们可能没有最好的质量控制。
　　CLIVE HARRIS: And quality control was the problem with Southford Components.
2 u6 @; G, f( R　　克莱夫．哈里斯：质量控制正是Southford零配件公司出问题的地方。
. ?% k2 f% r1 \; r; F　　DEREK JONES: Exactly. Although they have promised that their system is improved.
, Z) s2 q) Z' Y2 H: Q" [　　德里克．琼斯：一点也不错。尽管他们承诺质检系统已有改善。
; Z0 @3 t: L( @) Z. u. ]  h# H　　DON BRADLEY: Looking at these quotations, I don' t think Parkview are the best option.
. q: c+ {3 r" G* {, K# _　　堂．布拉德利：看一下这些报价，我认为Parkview不是最好的选择。
　　They offer a very fast delivery time, they have a very high reputation and they are the nearest supplier to the assembly line.
1 _/ b3 A8 P% ~　　他们提出的供货时间很快，他们的声誉很好，他们是离装配线最近的供应商。
7 Z. T) T% C: c. y! q- c3 k　　But they are very expensive compared with Southford.
　　但与Southford 相比，他们的价格很高。
; M  R3 m/ u- ?- }& d　　DEREK JONES: Don, price can' t be a factor at this stage.
8 @8 k& H8 O- O( P5 J0 x　　德里克．琼斯：堂，价格在这个阶段已不是关键。
! y2 @9 j  a2 |+ D3 Z# C4 X# o$ q$ P　　DON BRADLEY: I don' t agree with you.
$ ^5 _$ t! O" W+ {' p) S1 d1 i% p　　堂．布拉德利：我不同意。
: r9 g) D0 i. w3 @  J　　I think we have to get the best service at the best price.
　　我认为我们必须以最好的价格获得最好的服务。
( i9 `& B8 ?# e& C* l　　克莱夫．哈里斯：我认为，我们可以和Southford零配件公司重新谈判获取一个更好的协议。
" P! O- X3 |9 F. B　　CLIVE HARRIS: I think we can re-negotiate a far better deal with Southford Components.
　　But we must move fast...Come in.
- |0 g7 M- ^& [% b0 Q　　但我们一定要快……进来。
: f0 Q6 S4 R: r9 J- L! @3 |$ H; s　　KATE MCKENNA: Clive, what on earth' s going on?
2 A! V& ^- L* g! F& g5 L. c- i  }6 }: l　　凯特．麦凯纳：克莱夫，到底出了什么事？
( K3 o# e/ i. _+ O) B　　CLIVE HARRIS: Welcome back, Kate.
　　克莱夫．哈里斯：欢迎你回来， 凯特。
　　KATE MCKENNA: I' ve just spent weeks selling Big Boss in the States and now I find out there' s something wrong with it.
　　凯特．麦凯纳：我刚在美国花了几周时间销售"大老板"，现在却发现出了问题。
　　Why didn't anyone tell me?
6 w3 p1 X) {) P) V3 T& i% P, z7 B　　为什么没人告诉我？
" Y- B) m/ O1 k" E+ P7 x7 P+ `% v2 u　　CLIVE HARRIS: We only discovered this yesterday.
+ i; B1 u0 B, V% \　　克莱夫．哈里斯：我们也是昨天才发现问题的。
　　And we' re fairly sure that none of the defective circuits went to the States.
　　我们很确信没有缺陷电路流入美国。
　　Now, I spoke to New York ten minute ago.
( w2 k7 r) `. p5 y  }* M. K, p+ P& c　　我10分钟前跟纽约通过话。
2 x% g' n+ `5 m/ N# O- P: n　　They' re running a check.
' _, e- W1 J2 ^% w9 Y1 A  U- [　　他们在开始检查了。
　　They' re ringing back tomorrow.
& e6 b" ~! O' ]% E9 y& f　　他们明天会打电话回来。
　　All the signs are that it is just those two batches in Japan.
4 W4 ^2 R1 c6 ]* q1 J3 b　　所有迹象表明只是日本的那两批有问题。
0 r( f2 |- x2 x+ {. a　　MR. SMITH: I want to speak to Edward Green right away...please.
　　史密斯先生：我要马上跟爱德华．格林谈话。
  S( i& @. L2 R. P+ v) s+ E3 U　　GERALDINE: Do you have an appointment, sir?
　　杰拉尔丁：先生，你有预约吗？