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客户投诉
Customer Complaint
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如今社会，客户投诉的发生频率越来越高，这是一种进步的表现。客户投诉可以使企业及时发现并修正产品或服务中的失误，开创新的商机，并帮助企业建立和巩固自身的形象。在处理客户投诉过程中，需要流利、清晰的语言表达。下面，让我们一起开启新的学习，“精读”客户投诉的实用会话吧！
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对话
Tom Green: Good afternoon. BF Cosmetics, Customer Service Center. How can I help you?
Belle Clinton: I have a complaint to make. I used your lipstick and it made my lips peel!
Tom Green: Oh, I'm really sorry to hear that, madam. Would you please give us some more details?
Belle Clinton: Sure.
Tom Green: Can you give me the name of the product?
Belle Clinton: Name?
Tom Green: Yes. It should be printed on the sticker label on the box, or on the bottom of the tube.
Belle Clinton: Ah, yes. It is… BF Riche Serum, C108.
Tom Green: Riche Serum, C108. When and where did you buy it?
Belle Clinton: I bought it last month in a local department store but only started using it this month. After only three days, I noticed my lips were tingling and sore and then they started to peel, so I stopped using it.
Tom Green: I'm so sorry to hear that. It must be very uncomfortable. Have you seen a doctor?
Belle Clinton: No.
Tom Green: Madam, have you ever experienced the same problem when using other lipsticks?
Belle Clinton: No, never. But what do you mean? Do you mean my lips are peeling for some other reason… not the lipstick?
Tom Green: Sorry, madam, I didn't mean that. I was just wondering whether the lipstick will also cause the same problem to other people or if you may be allergic to something in all lipsticks.
Belle Clinton: Look, I wouldn't have bothered to call if I wasn't sure it's not my fault. I've also met two other people who are having the same problem when using that same lipstick. It's definitely the lipstick at fault. My lips have got a bit better since I stopped using it.
Tom Green: Well thank you. I've got it, madam. Thank you for telling me. I'll report it to the relevant department immediately.
Belle Clinton: Good. I hope you'll give me feedback as soon as you've found out what the problem is.
Tom Green: Sure, of course. May I have your name?
Belle Clinton: Yes, my name is Belle Clinton.
Tom Green: Clinton?
Belle Clinton: C-L-I-N-T-O-N, Clinton. Belle Clinton. What's your name?
Tom Green: My name is Tom Green. May I have your phone number so that we can contact you?
Belle Clinton: Yes, my telephone number is 669241 and…
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汤姆·格林：下午好，这里是BF化妆品客服中心。有什么可以帮您？
贝拉·克林顿：我要投诉。我用了你们的口红以后，嘴唇起皮了。
汤姆·格林：噢，听您这么说我感到非常抱歉，女士。您愿意和我们说一下详细情况吗？
贝拉·克林顿：好的。
汤姆·格林：您可以告诉我产品的名称吗？
贝拉·克林顿：名称？
汤姆·格林：对。产品的名称应该是印在盒子的标签上，或者是印在口红管的底部。
贝拉·克林顿：啊，是的。它叫……BF丰盈精华露，C108。
汤姆·格林：丰盈精华露，C108。您是在何时何地购买的？
贝拉·克林顿：我是上个月在本地的百货商店买的，不过这个月才开始用它。刚用了三天，我的嘴唇就感到刺痛并开始起皮，所以我就停用了。
汤姆·格林：真的很抱歉，您一定感觉很不舒服。您去看医生了吗？
贝拉·克林顿：没有。
汤姆·格林：女士，您在用其他口红的时候遇到过类似的问题吗？
贝拉·克林顿：没有，从来没有。不过你是什么意思？你的意思是我的嘴唇是因为其他原因起皮的……而不是因为口红？
汤姆·格林：对不起，女士，我不是这个意思。我只是想知道这款口红是否会给其他人带来同样的问题，还是说您可能对所有口红中的某种成分过敏？
贝拉·克林顿：喂，如果我不能确定这不是我的问题的话，我就不会专门打电话过来了。我认识的另外两个人在使用这款口红以后也遇到了同样的问题。这绝对是口红的问题。自从我停用这款口红以后，我的嘴唇就好多了。
汤姆·格林：嗯，谢谢您，女士。我了解了。感谢您的信息。我会立即报告给相关部门。
贝拉·克林顿：好的。如果发现了问题所在，我希望你们能尽快给我反馈。
汤姆·格林：一定会的。您可以告诉我您的姓名吗？
贝拉·克林顿：好的，我叫贝拉·克林顿。
汤姆·格林：克林顿？
贝拉·克林顿：C-L-I-N-T-O-N，克林顿。贝拉·克林顿。你叫什么名字？
汤姆·格林：我叫汤姆·格林。我可以记一下您的电话号码，以便和您联系吗？
贝拉·克林顿：好的，我的电话号码是669241以及……
脚本分析
(1) complaint
n. 投诉
(2) lipstick
n. 口红，唇膏
(3) peel
v. 起皮
(4) tingle
v. 感到刺痛
(5) sore
adj. 疼痛的
(6) feedback
n. 反馈（意见）
(7) It should be printed on the sticker label on the box, or on the bottom of the tube.
be printed on...
打印在……上
sticker
n. 粘贴标签
(8) I was just wondering whether the lipstick will also cause the same problem to other people or if you may be allergic to something in all lipsticks.
cause problem to ...
给……造成问题
be allergic to ...
对……过敏
(9) I would't have bothered to call if I wasn't sure it's not my fault.
bother to do...
费心去做……
(10) It's definitely the lipstick at fault.
at fault
有错，有责任
拓展表达
apologize v. 道歉
claim v. （保险）理赔
improve v. 改进，改善
repair v. 修理，修复
refund v. & n. 退费
replacement n. 更换
warranty n. 保修单
responsible adj. 有责任的
defective adj. 有瑕疵的，有缺陷的
break down 出故障
We are so sorry for the troubles caused by our products.
很抱歉我们的产品给您带来了麻烦。
I apologize for everything disturbing you. We will replace it with a new one right away.
针对您说的情况，我向您表示歉意。我们马上给您换一个新的。
职场Tips
在处理客户投诉时，一方面要耐心接受客户投诉，倾听对方诉说并做好纪要。自己能解决的应马上答复客户，对于当时无法解答的，要做出时间承诺。另一方面，对投诉内容进行核实，确认是己方的问题后真诚致歉，适当解释，征求对方的意见并积极解决问题。令人满意的客户投诉处理会提高客户忠诚度，促进企业发展。
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