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13 Unit7 机场投诉

一、360° 全景词汇
道歉安抚:
assure 保证;担保
compensation 补偿
contact 接触,联系
complaint 抱怨;诉苦
review 检讨
concern 关心
deal with 处理;涉及
understanding 谅解,理解
meet one’s needs 满足某人需要
present 提出;呈现
问题设备:
air-conditioner 空调
washroom 卫生间
water fountain 喷泉,泉水
power system 供电系统
water supply system 供水系统
heating 加热
broadcasting system 广播系统
其他内容:
situation 情况
replace 取代,更换
delegation 代表团
hotline 热线电话
remiss 怠慢
subrinate 下属


二、360° 全景高频句
1.我向您保证,这种情况不会再发生了。
| assure you that this kind of situation will not happen again.

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  1. 我很抱歉。
    Sorry for that.
  2. 听到您这么说,我很抱歉。
    I’m sorry to hear that.
  3. 请您填写这张表格,我们的工作人员后期会联系您,商讨赔偿事宜。
    Please fill in this form, and our staff will contact you for the compensation matters.
  4. 非常抱歉由于我们没能满足您的需求,给您造成了不便。
    I’m very sorry that you have been inconvenienced by our failure to meet your needs.
  5. 我对此事再次向您致歉,我也会把这件事反映给负责人的。
    | apologize again for that, and also I will present this problem to the person in charge.
  6. 虽然很遗憾,但恳请您能接受。
    I hope that you can accept our regret.
  7. 感谢您的投诉。
    Thank you for your complaint
  8. 我们会重新调查这件事的。
    We wil review this situation.


10.我们的经理会帮您解决这个问题。
Our manager will help you deal with this situation.
11.我对发生的一-切感到非常抱歉。
I’m awfully sorry for everything that happened.
12.如果您还有其他想法,请直接和我联系。
Please contact me personally if you have further concern.


三、360° 实景会话
Dialogue 1接受投诉
非常抱歉由于我们没能满足您的需求,给您造成了不便。
I’m so sorry that you have been inconvenienced by our failure to meet your needs.

=============================
Amy: Good morning, sir. What can | do for you?
Mark: Well, I’m not satisfied with my trip.
Amy: I’m sorry to hear that. What’s going on?
Mark: I asked for a cup of tea on the plane, but no one seemed to care about my requirement.
Amy: I’m so sorry that you have been inconvenienced by our failure to meet your needs. So what can I do for you?
Mark: I just want to know what’s going on, and why no one seemed to serve me.
Amy: I’m very sorry. Perhaps they didn’t hear you or something.
Mark: I can understand that. But | just want to bring the issue on the table, so you can make improvements.
Amy:I apologize again for that, and also I will present this problem to the person in charge.
Mark:Thank you then.
Amy:Thanks for your understanding.
艾米:上午好,先生,有什么可以帮您吗?
马克是这样的,我对我的旅行不太满意。
艾米:听到您这么说,我很抱歉,发生什么事了?
马克:我在飞机上点了一杯茶,可是没人搭理我。
艾米:非常抱歉由于我们没能满足您的需求,给您造成了不便。我能为您做些什么呢?
马克:我就是想知道,为什么她们不为我提供服务?
艾米:我非常抱歉,或许她们没有听见。
马克:我能明白,但是我提出这些只是希望你们能够改进。
艾米:我对此事再次向您致歉,我也会把这件事反映给负责人的。
马克:那么就谢谢你了。
艾米:感谢您的理解。

Dialogue2恳求谅解
请您填写这张表格,我们的工作人员后期会联系您,商讨赔偿事宜。
Please fill in this form, and our staff will contact you for the compensation matters.

=============================
Amy: Good morning, sir. What can I do for you?
Mark: I’m afraid Ihave to make a complaint.
Amy: Yes, please. What’s the matter?
Mark: One of my documents has been lost by your airline. It’s very important for me.
Amy: Sorry for that.
Mark: So how are you going to settle it?
Amy: Would you please tell me more details about your documents?
Mark: I asked your staff to keep my document on the plane. But when I got off the plane, I found that one of my documents got lost.
Amy: I apologize for that, again. Please fill in this form, and our staff will contact you for the compensation matters.
Mark: That’s fine.
Amy: I assure you that this kind of situation will not happen again.
Mark: If this happens again, I will change another airline.
Amy: Rest assured.
艾米:上午好,先生,有什么可以帮您的吗?
马克:我要投诉。
艾米:好的,先生,请问您要投诉什么事呢?
马克:我有一一份很重要的文件被你们公司弄丢了。
艾米:我很抱歉。
马克:你们打算怎么处理这件事?
艾米:您可以详细和我说一下吗?
马克:我让你们的员工帮我保管我的文件,但是下飞机的时候发现其一份文件不见了。
艾米:对此我要向您致歉。请您填写这张表格,我们的工作人员后期联系您,商讨赔偿的事宜。
马克:好的。
艾米:我向您保证,这种情况不会再次发生。
马克:如果再出现这种情况,我就要换航空公司了。
艾米:请放心。
迷你
TIPS
首都机场现行赔偿模式 (以下内容摘自《首都机场投诉工作介绍》):1)运行监控指挥中心(command center),作为电话投诉接听部门,值班人员(operator on duty) 24小时接听投诉电话;2)业务部门(business sessions),对投诉进行现场处理,协助进行投诉调查工作; 3)外包公司(outsourcing companies)各公司在职责范围内就投诉问题进行现场处理;候机楼外公布包公司的电话,受理旅客投诉; 4)质量安全部(Quality & Safety Department),负责对公司管理范围内的顾客投诉进行调查、责判定、处理、督促整改工作,同时接受非工作现场的顾客投诉。

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文章名称:《13 Unit7 机场投诉》-51福利网
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