国际商务英语unit0809.docx
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国际商务英语unit0809
NewInternationalBusinessEnglish
Unit8Dealingwithproblems
seemstobetheproblem?
BYou'llheareightshortphonecalls.MatchtheNUMBERofeachcalltooneofthesesentencesinyourbook.
Thefirsttwoexamples
1.Theagreementwasthatyou'dletushavethreesetsofdocumentation,butweonlyseemtohavebeensentone.Couldyoudosomethingaboutthisrightaway,please?
2.Weaskedyoutosendusallthenecessarydocumentation,butwe'vebeeninvoicedforthreesets.AsfarasIcantellweonlyneedoneset,andthereshouldbenochargeforthis,accordingtoyourletter.
3.Hello.ListenI'mterriblysorry,butIthoughtI'dbeabletomakeitingoodtimeforourmeetingthisafternoon.Thetroubleisthatthere'sbeenaterriblehold-uponthemotorway.I'vebeensittinginaqueuefortwohours,soIdon'tthinkI'llbeabletogettoyoutillquartertotwo.Willyoustillbeavailablethen?
4.Sorryaboutthis,but,there'sbeenaproblemwithairtrafficcontrolandmyflighthasbeenre-timedtoquartertoThismeansthatitwon'tarriveintimeforourlunchappointment.I'mterriblysorryaboutthis.Willyoustillbeintheofficelaterintheafternoonsayaboutquartertofive?
Iknowthisisverylate,butIwon'tbeabletomakeittillthen.
5.Thethingisthattherearesomescratchesonthefrontpanelof15oftheconsignment.NowIrealizethiswon'taffecttheoperationoftheunitsbutobviouslywecan'tsellthemtoourcustomersunlessthey'reinperfectcondition,sowhatwewantyoutodoistoincludeanextra15innextmonth'sorderandwe'llsendthefaultyonesbacktoyou.Isthatagreeable?
Oh,andifinthemeantimewediscoveranymorewiththesamefault,we'llletyouKnowandperhapswecanhaveourmoneybackonthose.
6.Weexaminedthepackageswhentheyweredeliveredandtheyseemedtobeingoodorder,butwhenweopenedthepackages,wediscoveredthat15outof20packageswerewater-stainedontheinside.Someofthiswaterseemstohavesoakedthroughtheinnerpackagingandthecontentsarewetinside.They'veobviouslybeenleftoutintherainintransitandyourinnerpackagingwas...wasinadequate.Anyway,I'vebeenaskedtotellyouthatwe'llbewithholdingpaymentontheentireconsignmentuntilyouarrangetohavethefaultyitemscollectedandreplaced.
7.Look,theblessedthinghasbrokendownagain.Andyes,wehaveswitcheditoffsothatitcancooldown.Yes,Isupposeitisaquitewarmday,butthismachineissupposedtobecapableofoperating24hoursaday.No,Iwantyoutogetsomeoneoutheretodaytolookatitandputthingsright.Assumingit'snotadesignfault,theremustbesomethinganengineercandotostopthishappeningeverytimethetemperaturerisesover25degrees!
8.Yes,it'shappenedagain.Thefeedrollermechanismhasjammedagain.Icalledtheserviceengineer,buthesayswe'vebeenusingthewronggradeofpaperandthatweshouldbeusing60gram.Well,wecan'treplaceourentirestockof85gramjusttomakeitworkinonemachine.NowI'dlikeyoutoKnowthatwewantthecompletefeedandtransportmechanismreplacedstraightawayThelasttimetheengineerserviceditheinformedusthattheproblemwascausedbyafaultycircuitboard,eventhoughthiswasobviouslynotwhatwaswrongwithit.Anyway,hereplaceditandwewerechargedforthis,andbytheway,we'dlikearefundforthischarge,too.
Weallmakemistakes-sometimes!
BYou'llheartelephonemessagethatwasrecordedonyouransweringmachineyesterday.
LuciaDonato:
ThisisLuciaDonatoatUNIFLEXinLaSpezia.We'vebeenexpectingyourorderthismonthandithasn'tarrivedyet.And...Um...ImustadmitthatI'mabitsurprisedbythisbut...er...I'massumingthatyouwanttorepeatlastmonth'squantities.Ifyouwanttomakeanychanges,you'dbetterletmeknow.We'llbeloadingtomorrowafternoon,socouldyoucontactmefirstthingtomorrow,please?
ComplainingandapologizingAYouwillhearfourphonecallssoconversations.
1.Customer:
Er...goodmorning.Er...Iboughtthisboxofcomputerpaperlastweekbutit'snottherightsize-itshouldbeA4.
Assistant:
Oh,sorryaboutthat.Um...itsaysA4onthebox.
Customer:
Oh,yesIknowbut...here.ifyoulookinsideyou'llsee:
it'sasmallersize.
Assistant:
Oh,yeah,soitis.I'mverysorry...er...I'llgetyouanotherbox.
Customer:
Oh,right,thanks.
Assistant:
Er.I'mverysorrybutwehaven'tgotanotherboxinstock.
Customer:
Oh,no!
Assistant:
Yeah,Iamsorryaboutthat.Er.ifyoulike,I'lljustcallourotherbranchtoseeiftheyhaveany.
Customer:
Oh,no..er.don'tbother.Um..I'dpreferarefund.
Assistant:
ofcourse.That's...Hereyouare.Sorryaboutthat.
Customer:
Oh,that'sallright,thanksanyway.Bye.
Assistant:
Bye.
2.South:
I'm...er...I'msorrytobotheryou,Mrs.West.
Mrs.West:
Yes,Mr.South?
Mr.South:
Er..itmayhaveslippedyourmind,butyoutoldmelastweekthat.thatyou'dsendintheorderstoCompassInternational.
Mrs.West:
Yes,that'sright,yes,Ididsendintheorder.Er...onFridayafternoon.
Mr.South:
Well,the…thethingis,did.Didyourealizethereweretwoseparateorders:
one...onefornorthernregionandanotherforeasternregion?
Mrs.West:
Ohdear!
Jeez,I'msorry.Ididn'trealizetheeasternregionhad...hadtobedonetoo.
Mr.South:
Oh,itreallydoesn'tmatter,there'sstilljusttime.
Mrs.West:
Well,I'llphoneCompassandexplain,shallI?
Mr.South:
Er...no,no,Ithinkit'dbebesttosendtheorderbytelex,don't...don'tyou?
Mrs.West:
Yeah,yeah,allright.I'lldothatrightaway.Sorryagain
Mr.South:
Oh...oh,that'sallright.
3.Mr.Joiner:
Goodmorning.CarpenterandSons,canIhelpyou?
MissZimmermann:
Hello,thisisHeidiZimmermannofSchreinerInternational.
Mr.Joiner:
Hello,MissZimmermann.ThisisTedJoiner.WhatcanIdoforyou?
MissZimmermann:
Well,Ithinktheremayhavebeensome...amisunderstandingaboutourlastorder.
Mr.Joiner:
Ohdear,whatseemstobetheproblem?
MissZimmermann:
We'vejuststartedunloadingthetruckandthequalityofthegoodsdoesn'tappeartobeClassA1,whichiswhatweordered.
Mr.Joiner:
Ohdear,I'mverysorry.Letmejustcheckthisonthecomputer....Er...ohdear,yes,I'mafraidtherehasbeenaslip-upinourshippingdepartment.I'mverysorry,it'scertainlyourfault.Wh...whatwouldyoulikeustodoaboutit
MissZimmermann:
Well,wecankeepthegoodsand...andusethemforanotherorderofours,ifyouwillchargeus20%lessfortheloadandshipusaloadofClassAlrightaway.
Mr.Joiner:
Thatsoundsfairenough.Letmejustcheckthestockposition.Yes,wecanshiptomorrowmorning,ifthat'sallright?
MissZimmermann:
Ohyes,thatwillbefine.
Mr.Joiner:
Oh,good.Er...thankyouverymuch,MissZimmermann.I'mverysorrythatthishappened.
MissZimmermann:
That'squiteallright.Goodbye.
4.Telephonist:
Goodafternoon.WindsorProducts.
Mr.Wong:
MayIspeakwithTinaCastleinmarketingplease?
Telephonist:
TinaCastle,certainly.Onemoment,please.
MissCastle:
TinaCastle.
Mr.Wong:
Hello,thisisHenryWongofArrowPrint.
MissCastle:
Hi,
Mr.Wong:
WhatcanIdoforyou?
Mr.Wong:
It'sabouttheorderforyournewpackaging.Ithinkyoumayhaveforgottentosendusthecolornegatives.
MissCastle:
Isentthecompletesetofnegativesbyairmailonthe14th,Irememberpackingthemupmyself.Theyshouldhavearrivedbynow.
Mr.Wong:
Yes,wellwedidgetapackagefromyouonthe18th,buttheproblemisthatthecolournegativesweremissing.
MissCastle:
Areyousure?
Mr.Wong:
Yes,weonlygottheblackandwhiteones.
MissCastle:
...OhdearI'vejustbeenthroughmyout-trayandI'vefoundthemhere.I'mverysorry,it'smyfault.I'llsendthembycourieratonce.
Mr.Wong:
No,no,no,that'snotnecessary.Myassistant,Mr.Pateliscomingtoyourofficetomorrow,soyoucangivethemtohimandhecanbringthemback.
MissCastle:
Right.I'llmakesurehegetsthem.I'msorrythishappened.
Mr.Wong:
it'sperfectlyallright,MissCastle.Goodbye.
Fridayafternoon:
DeliveryproblemsA1YouwillhearatelephonemessageleftforyoubyyourproductionmanagerMr.Robinson.
TedRobinson:
ThisisTedRobinson.Um...it'saboutthesenewalloycomponents.Now,whenthecomponentswereunpackedandinspected,wefoundthatalthoughmostofthepartsareOK,thescrewadaptorsdon'tmeetourspecifications.Now,the...theonesthatyousentusareGJ501sandweneedJG507s.I'llsaythatagain-JG507s.NowI'vecheckedyourorderandthatwascorrectandsowastheproformathesupplierssent,soitseemstobethefaultofthesupplier'spackingdepartment.
Now,theproblemis:
iftherightpartsdon'tarrivebynextWednesday,partoftheproductionlinewillhavetostop.Andinall5,000screwadaptorshavetobereplaced,ofwhich500areneededfornextweek'sproduction.So,canyoudosomethingaboutthisandletmeknowwhatyouproposetodo?
OK?
Goodbye.
Onlythebestisgoodenough...BYouwillhearaninterviewwithmanagerconsultant.
Interviewer:
SarahLockhartistheQualityDirectorofAPManagementConsultantsSarah,howisQualitywithacapitalQdifferentfromwhat'salwaysbeenknownas'qualitycontrol'?
Ms.Lockhart:
TheideaofQualityisaconceptthatiscomingtobethedrivingforceofmanypartsofindustrytoday.Theinterestingthingisthatitcanbeappliedtoboththeservicesectorandthemanufacturingsector.WecantalkaboutQualityofmanufacturingandqualityofservice.Qualityissomethingthataffectsallthefunctionsofthecompanyandallthestafffromboardleveldowntolinemanagersandemployees.
Interviewer:
Sohowwouldthisbeappliedtom