处理客人投诉时常用的中英文语句.pdf

处理客人投诉时常用的中英文语句--第1页 【酒店英语】处理客人投诉时常见中英文语句 当用户对你服务或一些细节不太满意时候，假如你第一反应是解释和诡辩话很轻 易引发用户投诉。所以，部分服务行业全部会先说部分客套话以缓解气氛，假如 需要拒绝，我们也应该学部分婉转话语。 一、处理投诉时常见客套话 1、我们当尽力为您处理问题！ we’ll try our best to solve the problem. 2、很抱歉,你应该把珍贵物品寄存在接待处。 I am sorry .you should have deposited valuables with the reception. 3、 相信服务员并不是有意无礼，她只是可能没有听懂您意思。 I’m sure the waiter didn’t mean to be rude. perhaps he didn’t understand you correctly. 4、很抱歉，先生（小姐）。我想这里面可能有点误会。 I’m sorry sir, there must be some misunderstanding. 5、 很抱歉，但情况已是如此，请坐一会儿,我立即为您作安排。 I’m terribly sorry. but that is the situation. Please take a seat. I’ll soon have something arranged for you. 6、 先生，感谢您为我们提供这些情况，我立即去了解。 Thank you for telling us about it, I’ll look into the matter at once. 7、先生很抱歉，我将立即地处理这个问题。 Sorry, sir , I’ll solve the problem for you as soon as possible. 8、 恐怕您误会了我意思，我能解释一下吗？ I’m afraid you have misunderstood what I said. Perhaps I can explain again. 处理客人投诉时常用的中英文语句--第1页 处理客人投诉时常用的中英文语句--第2页 9、 对于我粗心大意我很抱歉。 I’m awfully sorry for my carelessness. 10、先生请别激动，让我来想措施。 lease sir ,if you calm yourself, I’ll try to help you. 11、很抱歉，我们此刻不能答应您。我们明天给您回音。 We are sorry, we cannot promise you now. Tomorrow we shall let you know. 二、婉转拒绝客人不合理要求 1、对不起，这件事我也无能为力。 I am sorry, it is beyond my power to do this. 2、很抱歉，您所要求事超越了我权限。 We feel sorry we cannot be able to do what you ask for. 3、我们无法同意您要求，实在是对不起。 Indeed, we regret very much for not being able to comply with your request. 4、我期望能够替您办那件事，但我无法办到。 I wish I could render you that service, but I couldn’t. 5、我不得不拒绝您，因为这么是违反我们酒店要求。 I must refuse to meet your request, as it is against our hotel’s regulation.