UNIT 8: HANDLING COMPLAINTS
第8单元 处理投诉
Task 1 (1)
任务1（1）
Receptionist: Data 5 Services. Good morning. Can I help you?
早上好，这里是Data 5服务公司，有什么可以帮您？
Claude Bernard: Good morning. Could I speak to Amy Denver in the Accounts Department, please?
早上好，请帮我找财会处的Amy Denver可以吗？
Receptionist: Certainly-I'll just transfer you.
当然——正在帮您转接。
Amy Denver: Data 5 Services Accounts Department. Amy Denver speaking. Can I help you?
这里是Data 5财会处，我是Amy Denver，有什么可以帮您？
Claude Bernard: Yes, I hope so. It's Claude Bernard from BJZ Computers.
希望没错。我是BJZ电脑公司的Claude Bernard。
Amy Denver: Hello, Claude, how are you?
你好，Claude，最近还好吗？
Claude Bernard: I'm fine, except we've got a problem. I'm calling to try to chase up an overdue payment.
我过得还行，只不过我们遇到问题了，我打电话来是催一笔到期货款的。
Amy Denver: Oh, really? We always process invoices for payment the same week we receive them.
哦，是吗？我们通常会在收到发票的那个星期就把它处理掉。
Claude Bernard: We've sent you three emails about this overdue payment, and we've heard nothing, so I thought I'd better call you.
为这笔到期的货款我们已经发了三封邮件给你了，但到现在还没有回音。所以我觉得最好还是给你打个电话。
Amy Denver: I'm very sorry. I'll have to look into this. Can you give me the invoice number, please, and the date?
很抱歉，我要查一下。能把发票号码和日期告诉我吗？
Claude Bernard: Of course. It's invoice number BJZ 98452 and it's dated the 3rd of October.
当然。发票号码是 BJZ 98452，日期是10月3日。
Amy Denver: And how much is it for?
发票金额是多少？
Claude Bernard: It's for €150,000.
150000欧元。
Amy Denver: OK, I'm just looking at our records - BJZ 98452, dated the 3rd of October, for €150,000. The invoice was processed on the 8th of October, so it should have gone through in the normal way.
好的， 我正在查看记录—— BJZ 98452，10月3日，150000欧元。我们10月8日已经处理过这张发票了，所以应该已经没问题了呀。
Claude Bernard: Can you check how you were paying it?
你能查一下付款方式吗？
Amy Denver: Yes, I can, hold on ... I can see an instruction to our bank to pay the full amount by banker's draft.
好的，请稍等...我们可以通过银行流水看到支付金额。
Claude Bernard: Well, I wonder why we haven't received the money then - it doesn't make sense.
我想知道我们为什么还没有收到钱——这说不通啊。
Amy Denver: Oh no ... I've seen something here. Perhaps it does make sense.I can see the instruction, but there's no confirmation that the instruction was sent to the bank. I think it's been sitting here in the computer, but the person responsible didn't quite finish the job. I don't believe it!
哦不...我看到了。或许能说得通，我能看到付款指令，但是没有确认发送到银行端。我想应该是停留在这一步了，负责付款的同事没有把工作做完。真是难以置信！
Claude Bernard: Well at least that would explain it.
好的，至少可以解释得通。
Amy Denver: Yes, I really am sorry about this. It's obviously a major slip-up. I'll send the instruction to the bank myself right now, marked 'urgent', so you should have payment by the end of the week.
嗯，我对此非常抱歉。这明显是个大失误。我现在亲自发送付款指令给银行，并标注“加急”，这样的话你们周五就能收到钱了。
Claude Bernard: Thank you very much.
那太感谢了。
Amy Denver: That's OK - I can only apologise on behalf of Data 5 Services. I'm going to have a word right now with the person who is responsible for the error and make sure it never happens again!
不客气——我代表 Data 5 服务公司向您致歉。我现在就找负责这件事的人谈话，确保不会有下一次！
Claude Bernard: Well, I'll leave you to it. Bye for now.
好的，那我就不妨碍你了。先这样。