★A client who ordered Etherkid shoes calls the company's customer service center to complain. David, a customer service representative, answers the phone.
一名訂購 Etherkid 鞋款的客戶打到客服部客訴，客服專員大衛接到了電話。

C: Hello, I need to talk to someone about a problem with my order.
你好，我有訂單的問題要找人談談。

D: I can help you, ma'am. What was the problem you had?
我可以協助您，女士。請問有什麼問題呢？

C: Well, first of all, my order was late.
這個嘛，首先，我訂的貨延誤了。

D: I'm sorry to hear that. What product had you ordered?
我很抱歉，請問您訂購了什麼商品呢？

C: It was the Etherkid shoe. My order was two days late, but I didn't bother calling to check on it because we were so busy. But then, when it did come, the order was wrong! You'd sent me adult shoes, not the new kids shoes! And to top things off, I've had a terrible time getting through to someone to speak about this.
是Etherkid 鞋款。我訂的貨慢了兩天才到，不過由於我們很忙，所以沒有打電話確認。然而等貨品好不容易送達之後，居然送錯了！你們寄了成人鞋款給我，而不是新款的童鞋！更糟的是，要找人說明這個情況還非常的困難。

D: Again, I'm sorry to hear that. Do you have your order number on hand?
再次跟您說聲抱歉。請問您手邊有訂單編號嗎？

C: Yes, I have it here. The order number is 19822.
有，我這裡有。訂單編號是19822。

D: Alright, I'm looking up your order now. Here it is—OK, I can see that you ordered 40 pairs of the Etherkid on June 12. The order was shipped on June 14, which would have made it late, as I see it was sent with our standard shipping service. Now, according to our records, we sent you the Etherkid, but it seems that someone made a mistake in filling that order.
好的，我現在正為您查詢訂單。現在出來了—您在6月12日訂購了40雙Etherkid童鞋，而商品於6月14日寄出。不過這是用標準運送服務寄送，所以會比較晚到。還有從我們的紀錄看來，我們是寄Etherkid童鞋給您，不過好像有人把訂單給寫錯了。

C: So what should I do now?
那我現在要怎麼辦？

D: First of all, let me apologize for this difficulty. If you still want the Etherkid, I can send you a rush order today. When the delivery person arrives, he can pick up your original order for return.
首先，我要為給您造成的不便致歉。若您還要Etherkid童鞋，我今天可以寄急件給您。等送貨員到達時，他可以取回您原本的貨品。

C: Yes, that sounds fine. Will I be charged for the return?
這似乎是個可行的方法。退貨要跟我收費嗎？

D: No, of course not!
當然不用囉！

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※本文節錄自《辦公室英語會話必勝課：職場溝通即戰力（20K+寂天雲隨身聽APP）》

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