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情景会话A: You are one of our most valued customers, Mr. Robert. Your feedback is most welcomed.　　B: Well, I do have a couple of suggestions for you. As you know, I have been very satisfied with your products and service. But recently, I notice that your service quality is going down.　　A: Would you like to tell me more about it?　　B: Yes. The recent orders I placed have been delivered late. Last week, the packing case of the chocolate I ordered from you arrived damaged.　　A: This is unusual. We have our products checked very carefully before sending them out. Have you contacted our customer service department?　　B: Yes. But one of your customer representatives was very rude to me.　　A: I"m so sorry to hear that. I wonder what I can do to compensate you for these unpleasant experiences.　　B: Well, it"s not necessary. I just don"t want you to lose customers because of your poor customer service since your chocolate tastes so good.　　A: I really appreciate your feedback. It"s because of customers like you that we are able to correct our occasional problems.　　A;罗伯特先生，您是我们重要的客户之一。我们非常乐意听到您的反馈。　　B:我确实有一些建议。正如你所知，我一直对你们的产品和服务很满意。但近我发现你们的服务质量下降了。　　A:您愿意跟我详细地说说吗?　　B:好。近我下的订单，送货都不及时。上周，我订购的巧克力到货时包装破损了。　　A:这有点反常。我们出货前都会很仔细地检查。您与我们的客服部门联系了吗?　　B:联系了。但是你们有位客服人员态度很粗鲁。　　A:听到这个我很抱歉。我想知道，我能做点什么来补偿您这些不愉快的经历。　　B:没关系。我只是不想你们因为差劲的服务而失去客户，因为你们的巧克力味道很不错。　　A:非常感谢您的反馈。正是因为有您这样的客户，我们才能改正偶尔下的错误。场景表述还可以这样说:　　O Would you like to discuss further details about it?　　您想谈谈更多的细节吗?　　O Would you please be more specific?您能说得更具体一点吗?　　对方可能这样回答:　　O The computer I bought from you didn"t make it through the first three months.我从你们那儿买的电脑用了不到3个月就坏了。　　还可以这样说:　　O How can I make it up for you?我怎样做才能补偿您?　　对方可能这样回答:　　O Please make sure this won"t happen again.请确保此事不再发生。　　O I want to get my money back.我想退款。　　O I want to return these products.我想退货。