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.
- 我很抱歉。
Sorry for that. - 听到您这么说，我很抱歉。
I’m sorry to hear that. - 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. - 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. - 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. - 虽然很遗憾，但恳请您能接受。
I hope that you can accept our regret. - 感谢您的投诉。
Thank you for your complaint - 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。
