Ah hello! Welcome back to Tip Top Trading – the UK's leading wholesaler of imitation fruit.
你好！歡迎回到Tip Top Trading，英國主要的仿真水果批發(fā)商。
Today you're joining us in the middle of the action!
今天，你將和我們一起參與其中！
Anna is with an important client Mr Lime, from Citrus Ventures.
安娜正和來自Citrus Ventures公司的重要客戶Lime先生在一起。
He's angry and she'll have to calm him down.
他很生氣，而她將必須讓他冷靜下來。
She could cope brilliantly here or this could be a horrible mess!
她可以處理得很得當(dāng)，也可以把它變成一團糟！
Well Mr Lime, how can I help you?
Lime先生，我能幫你做什么？
On Monday I was meant to receive 8,000 plastic grapefruit from Tip Top Trading. -Yes.
我本該在周一收到8000個來自Tip Top Trading的塑料葡萄。－是的。
The delivery was made on Tuesday. -Oh dear.
結(jié)果周二才送到。－天啊。
And instead of 8,000 plastic grapefruit, I got 800,000 plastic pineapples!
而且我收到的不是8000個塑料葡萄，而是80萬個塑料菠蘿！
Right Anna, this is serious.
是的，安娜，這很嚴(yán)重。
You're going to have to apologise and show that you really mean it.
你必須要道歉，并且表現(xiàn)得很真誠。
Say: I'm really sorry to hear that.
比如說：我真的很抱歉聽到這個消息。
I'm really sorry to hear that, Mr Lime.
Lime先生，我真的很抱歉聽到這個消息。
What on earth am I going to do with 800,000 plastic pineapples?
我究竟要怎么處理80萬個塑料菠蘿？
Show Mr Lime that you understand the problem.
告訴Lime先生你懂他的苦惱。
These are phrases you can use: That's totally unacceptable.
你可以使用這些表達方式：太讓人難以接受了。
That must have been very inconvenient for you.
這對你來說肯定很不方便。
And then promise to fix the problem.
然后保證解決這個問題。
Say: You have my word that we will sort this out.
比如說：我們保證把這件事解決好。
We can do something to make up for the inconvenience.
我們可以彌補給您帶來的不便。
It won't happen again. 800,000 plastic pineapples! -That's totally unacceptable.
絕不會再發(fā)生。80萬個塑料菠蘿?。y以讓人接受了。
I didn't even have anywhere to put them - and pineapples are so much bigger than grapefruit!
我甚至沒有地方擱它們，而且菠蘿比葡萄大那么多！
It must have been very inconvenient for you. -It certainly was!
這對您來說一定很不方便。－當(dāng)然了！
When he took my order, your colleague Tom told me that Tip Top Trading was the most reliable firm in the industry!
你的同事湯姆在接受我的訂單時說Tip Top Trading是該行業(yè)最值得信賴的公司！
You have my word that we will sort this out.
我們保證把這件事解決好。
We'll remove the pineapples and have your grapefruit sent via express delivery this afternoon.
我們將把菠蘿弄走，今天下午就通過快遞把葡萄送給你。
Good. Thank you.
很好，謝謝你。
And we could include some of our latest-edition imitation oranges to make up for the inconvenience.
我們還可以送一些最新版本的仿真橘子來彌補給您帶來的不便。
Oh! Well, that would be nice!
好的，那太好了！
Tip top Anna! Excellent work and excellent words.
做得好，安娜！出色的工作和出色的語言。
They're made with revolutionary premium faux-orange, laser-curve definition technology. . . you will be the first to have them!
它們由革命性優(yōu)質(zhì)的人造橘子制成，含有激光曲線定義技術(shù)……你將是第一個擁有他們的人！
Wow, now that's good customer service!
這才是好的客戶服務(wù)！
Tell me, do you have any other artificial fruits in this range?
告訴我，在這個范圍內(nèi)你還有其他人造水果嗎？
Yes. Well, it's a bit of a secret, but you're a trusted client, so I think I can tell you. . . -Go on. . .
是的。這是一個秘密，但您是值得信賴的客戶，所以我想我可以告訴您……－繼續(xù)……
We're about to unveil a new Imperial Lemon. -Really?
我們將推出一款新型皇家檸檬。－真的嗎？
I can't tell you any more for now. But… -Yes. . .
現(xiàn)在我還不能告訴您更多消息，但是……－什么？
Maybe we could present it to you more formally in a couple of weeks, when it's ready for release. . . ?
也許在幾周后當(dāng)我們準(zhǔn)備好發(fā)放的時候正式給您送去？
Sounds perfect.
聽起來很棒。
You would be the first to see it!
你將是第一個見到它的人！
Excellent. Thank you, er. . . Anna, isn't it? -Yes.
太棒了，謝謝，安娜是嗎？－是的。
A very pretty name.
名字很好聽。
Thanks. It's spelled the same forwards and backwards.
謝謝。正反拼寫都一樣。
Is it really?
真的嗎？
Anyway, Mr Lime, we'll fix this grapefruit problem for you, and I promise you, it won't happen again.
總之，Lime先生，我們將為你解決葡萄的事，我保證絕不會再出現(xiàn)這種問題。
Good, good. You're new here, aren't you Anna? -Yes.
很好，很好。你是新來的吧，安娜？－是的。
Well I look forward to working with you.
我很期待跟你合作。
What a success! Mr Lime has come away a very happy customer!
太成功了！Lime先生走時很高興！
Here are the phrases Anna used while apologising.
這些是安娜道歉時用到的表達方式。
I'm really sorry to hear that, Mr Lime.
Lime先生，我真的很抱歉聽到這個消息。
That's totally unacceptable.
太讓人難以接受了。
It must have been very inconvenient for you.
這對你來說肯定很不方便。
You have my word that we will sort this out.
我們保證把這件事解決好。
And we could include some of our latest-edition imitation oranges to make up for the inconvenience.
我們還可以送一些最新版本的仿真橘子來彌補給您帶來的不便。
I promise you, it won't happen again.
我保證絕不會再發(fā)生。
What will Anna's boss Paul have to say about her work today?
安娜的老板對她今天的工作表現(xiàn)會說些什么？
Join us next week to find out.
下周和我們一起去看看。
