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。
- q5 Y# i+ d4 p9 }  P/ x　　Unit 16 Complaining the products and services 抱怨产品和服务
　　MR. SAKAI: I' m sorry to have to say this, Clive, but we have got a problem.
2 G0 h% G& X3 j4 u7 W; N2 _　　酒井先生：克莱夫，这样讲很抱歉，不过我们有麻烦了。
　　CLIVE HARRIS: Hasn' t the consignment arrived yet?
　　克莱夫．哈里斯：货物还没到吗？
/ ?7 B* n6 ]4 Y+ }　　We sent them off on...
. R, v$ G% I7 v) V! \　　我们发货的时间是在……
　　MR. SAKAI: No, Clive, you misunderstand me, the consignment arrived two days ago.
　　酒井先生：不是，克莱夫，你误解了，货物两天前就到了。
1 j0 J* Q- i" y& a9 \. U　　Right on schedule.
　　按时到的。
1 E7 G3 {% U' \2 E+ C3 c) w　　No, the problem is with the product itself.
( `0 u6 p7 L" K4 B1 ?$ p% _0 K　　但，问题是产品本身。
! h* R+ i) @% N　　CLIVE HARRIS: What is it?
　　克莱夫．哈里斯：怎么回事？
% S8 |& c, F$ y* L; N　　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.
　　他对新产品很惊喜。
　　He was certain that his son would love one.
/ C+ h* g' |2 ~5 w) h- A　　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...
　　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?
　　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.
　　酒井先生：我们花了一整天检查全部货物
6 r% ~# C5 P6 W, N- [) M　　Unfortunately it looks like batch numbers 993 and 994 all have the same problem.
　　不幸的是，看起来993和994两批都有这一问题。
　　Everything else seems fine.
　　其他的都还画稿。
　　But it was a long job.
* K' B; f3 V( [' B0 P　　但花费的时间很长。
　　My staff had to check every toy.
* ?+ e, m7 e/ B0 m+ I# d　　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.
& |3 L2 r. P  i2 F　　克莱夫．哈里斯：加须，我会立即解决这件事。
　　MR. SAKAI: Clive, it is essential that we have these on the shelves by the end of this week.
' D/ A  R# A- e& b+ t　　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.
　　克莱夫．哈里斯：我派德里克．琼斯搭乘最早一班飞机赶过去。
. ?: E/ v4 u) Q) r+ D　　And I shall send Don to the suppliers to make sure it won' t happen again.
　　我会派堂去供应商那里确保不会再发生这种事。
, e  u7 H) T# T/ @　　DON BRADLEY: There are two hundred fault circuit boards.
- a/ h) ?& M7 I4 N　　堂．布拉德利：有200个坏电路板。
　　Our product for the far Eastern launch is defective.
) H8 c# W: O' @! T- \: y　　我们在远东的产品上市已是不完善的了。
  n& l: z9 Z* ]　　This will damage our reputation in the market place and it' s very embarrassing for us.
　　这会损坏我们的市场声誉，使我们很尴尬。
　　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。
4 m3 Y2 f3 ~% U7 X: W　　MR. CLAYTON: Mr. Bradley, we have tracked down the problem.
　　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.
　　我们能保证不会再出现这样的问题。
8 j7 L+ W$ P+ j8 L　　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。
　　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。
" y2 G6 n( f- H; Y8 O) r/ e; ]& p9 ^　　I am afraid we have no option.
　　恐怕我们别无选择。
) ~; c4 ]. D: @; O& B　　We will have to terminate the contract and find a new supplier.
- u! B# M" `1 g8 G* X　　我们不得不终止合约，另找供应商。
* U+ j  r) b8 X" P" x# s6 |　　MR. CLAYTON: Mr. Bradley, I understand your concern and recognise that it' s a very unsatisfactory situation,
, i; z9 B7 |" x+ l# X8 T8 E　　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，
) q7 F8 P8 t( {$ g' D  I　　but may I point out it was just two batches that were defective...
1 e' U# w! l- h& U& n　　但我想指出只有两批出现缺陷……
4 @1 I! S' g5 a4 }　　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.
　　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.
9 v8 ?/ Z+ f  y　　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.
　　我们很抱歉。
　　But we also have a good reputation.
% Y' j2 v- B- x0 h; _* U　　但我们也有着良好的声誉。
　　And that reputation is built upon reliability and good relationships with our customers.
　　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.
" ^' u5 n. u+ j# a　　我们为很多主要公司供货，这次事件也使我们很尴尬。
　　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?
; J& `3 p+ d9 y, E　　堂．布拉德利：我怎样才能确信这种事情不会再次发生呢?
　　JENNY ROSS: Hello, this is Bibury Systems.
　　詹妮．罗斯：你好，Bibury系统公司。
1 C+ U# E4 r! X$ z" m　　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.
8 J2 f' N, D7 R" J7 y　　传真纸总是卡住。
/ n, Q! M2 B' ~, A- |　　It hasn' t worked properly since you installed it.
% g& I$ F. t3 i6 T0 l( `: {　　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。
, P" m) J( V+ F　　Look, I spoke to someone three hours ago.
　　听着，我三小时前就跟你们的人讲了。
　　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.
% B" x) W% u/ o2 H- n6 D　　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。
" N0 I4 w9 _# [  F' _+ j　　KATE MCKENNA: Hello!
4 Q. @( D, Z( Z' g! o$ ]7 j　　凯特．麦凯纳：你好!
　　JENNY ROSS: Welcome back.
　　詹妮．罗斯：欢迎归来
　　I hear the American launch was a great success.
, Y% J  `* R: y- c2 X& F# j9 E　　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。
1 n. u( M# t9 a! i4 i　　Orders for Big Boss are right on target.
　　"大老板"的定单纷纷而来。
　　And I had a wonderful holiday.
　　我度了个不错的假期。
, G- J9 F8 S# }5 A' }  P1 a$ C; U- U　　For a few weeks I managed to stop thinking about Big Boss.
　　我试着这几周不去想 "大老板"。
　　So how have things been here?
　　这里的事情怎样？
, o: B' t% h; v8 b4 q* g　　Is this post mine?
# Q9 j% Z4 j5 l- \: K& e' ?: f　　这是我的信件吗？
0 U5 ~6 \, B" y　　JENNY ROSS: No. This is yours.
- s: t8 X- Y* C+ }　　詹妮．罗斯：不是。这才是你的。
" \2 _" k* C% d0 I- K　　You haven' t heard the news?
　　你还没听说吧？
　　KATE MCKENNA: What' s happened?
" }4 g  x7 ?, ^: e2 h　　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.
" R" B4 c& ?3 n/ ^! R　　詹妮．罗斯：上周运往日本的产品有些电路板出了问题
: B3 q) X, G* }5 x4 {* D　　KATE MCKENNA: What!!
　　凯特．麦凯纳：什么！！
　　JENNY ROSS: Derek flew to Tokyo to look at the problem.
3 H6 d0 T, G& Y# n　　詹妮．罗斯：德里克已飞去东京查看这个问题。
　　KATE MCKENNA: So it' s serious.
' |# [9 h7 C. V0 y% a* R　　凯特．麦凯纳：那么说，是很严重了。
　　JENNY ROSS: Yes. And Don' s gone to the component supplier to find out how it happened.
3 L9 z4 b* `1 Y) }  `' P- I　　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。
- k8 I. h) \4 [' z2 l% O: A　　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……
  b* [% O; z& N: g　　KATE MCKENNA: I don' t believe this. Where' s Clive?
0 E; N- a" h4 q% O1 o2 H　　凯特．麦凯纳：我不相信。克莱夫在哪儿？
  E# N- a. a8 J1 L+ W　　JENNY ROSS: He' s in a meeting.
　　詹妮．罗斯：他在开会。
: j, t. v8 t2 `6 k# T) E* _, `　　KATE MCKENNA: Jenny, I need to talk to him as soon as possible.
　　凯特．麦凯纳：詹妮，我要尽快跟他谈。
% F' u( i5 O; j( Y1 b　　I' ve negotiated sales of over 80,000 units to the States...
, ~% g4 V9 i2 \$ Q& u" Y4 ~  F( V　　我已经商定了超过8万件产品销往美国……
) k. [7 L. Q$ s3 R: i1 W  v3 D: z　　DON BRADLEY: We have three options.
9 ]0 m; L! z9 m0 j　　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。
1 R7 s0 |2 @. {% W- K: z2 E　　CLIVE HARRIS: A crucial factor is how quickly they can deliver.
; @6 Q) H1 M- x% E* a. ?　　克莱夫．哈里斯：重要的是他们能多快供货。
% V. ^8 B7 k1 {* j* s' Z　　DEREK JONES: MAGL certainly claim to be the fastest.
　　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.
, v/ r. F7 k7 y% @: ^8 C　　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.
) F9 o0 S) }+ n1 p% A/ ?　　克莱夫．哈里斯：质量控制正是Southford零配件公司出问题的地方。
( G& L' E& k8 A  I* C　　DEREK JONES: Exactly. Although they have promised that their system is improved.
0 ^6 Z6 k& g& f　　德里克．琼斯：一点也不错。尽管他们承诺质检系统已有改善。
" X4 O* U2 r! y; T/ p! T6 M　　DON BRADLEY: Looking at these quotations, I don' t think Parkview are the best option.
5 ?# k9 e8 W0 f- ]  [" L) z; D　　堂．布拉德利：看一下这些报价，我认为Parkview不是最好的选择。
$ U$ D5 A1 H) X3 D　　They offer a very fast delivery time, they have a very high reputation and they are the nearest supplier to the assembly line.
1 o) i# K1 c* u- c　　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。
　　But they are very expensive compared with Southford.
0 p1 N- X0 i2 B" m9 J. L　　但与Southford 相比，他们的价格很高。
& f7 h2 Y- n# X/ s! O　　DEREK JONES: Don, price can' t be a factor at this stage.
　　德里克．琼斯：堂，价格在这个阶段已不是关键。
　　DON BRADLEY: I don' t agree with you.
2 X8 V1 C& O$ \$ R, V- i5 B　　堂．布拉德利：我不同意。
, k5 ]) j5 N" y/ ~& s　　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。
) B9 L: M' t* W6 ~. C　　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。
& {1 `6 L/ l- n* d4 Z' |　　CLIVE HARRIS: I think we can re-negotiate a far better deal with Southford Components.
　　But we must move fast...Come in.
" P' s$ r! f+ k( R/ t, m　　但我们一定要快……进来。
　　KATE MCKENNA: Clive, what on earth' s going on?
　　凯特．麦凯纳：克莱夫，到底出了什么事？
　　CLIVE HARRIS: Welcome back, Kate.
, t: `6 F0 V6 w+ h& k% E* ]; L　　克莱夫．哈里斯：欢迎你回来， 凯特。
, C8 D, r/ O- z; k$ c  K　　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?
+ T8 Y- m8 Y- [* v  ^　　为什么没人告诉我？
　　CLIVE HARRIS: We only discovered this yesterday.
　　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.
8 Q4 n* Q* g. A* a* ?1 H　　我们很确信没有缺陷电路流入美国。
　　Now, I spoke to New York ten minute ago.
　　我10分钟前跟纽约通过话。
6 b* [* Z; b' w8 n; @) @　　They' re running a check.
　　他们在开始检查了。
- Q" j. i$ W: u- n　　They' re ringing back tomorrow.
　　他们明天会打电话回来。
; G( p% N2 `$ M7 _8 V# B　　All the signs are that it is just those two batches in Japan.
　　所有迹象表明只是日本的那两批有问题。
　　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。
　　GERALDINE: Do you have an appointment, sir?
　　杰拉尔丁：先生，你有预约吗？