第一幕L:Iheardthatyouhavebeenaskedtohandleourcustomercomplaints.Z：Thisjobcanbereallybad.Donotknowwhyalwaysmetodealwithcomplaintsfromcustomers.L：Ithinkyouwereaskedbecauseyouareconcernedaboutbeingcourtesyandpolite.Z：ButcustomersinunreasonableIhavetocontinuetomaintainapolite,reallyrequireswell-trainedforthejob.L：Whatkindofchallengeshaveyouhad?Z：Inmanycases,thecomplaintspeoplecallme,infact,Ialreadyknowhowtosolvetheirproblems,theyjustdonotlistentomyspeech,complainedendlesslyabout.L：Youneedtoletthemvent.Z：Vent?Whatisvent?L：Itmeanstoletpeopleexpresstheirfeelingsoremotions.Z：SoIhavetopatientlywaitforthemtoventoutallthegrievancesi?L：That'sright.Don'tinterruptthemevenwhenyouunderstandtheproblemandthesolution.Z：Isitawasteoftime?L：Whenpeopleareangryorupset,theyneedtotalkaboutit.Ifyoulistenpatiently,bythetimemostpeoplegettotheendoftheirtirade,theyfeelbetterandarenotnearlysoupset.Z:Customer!L:Iadvancedtopickupthephone,iftherehaveanythingintotheofficetofindme.第二幕Z:MayIhelpyou?C:Yes,Iwouldliketoreturnthisshirt.Z:Alright.Doyouhxdyeyourreceipt?Y:Yes.Hereitis.Iboughtthemlastweek.Z:Andwhyareyoureturningthem?CIboughtittogowithablouseofmine.Butitreallymatch.Z:Isee.Oh,wait.Miss,I'msorry.Thisshirtwasonsale.C:Yes,it’sthirtypercentoff.Z:I'msorry,butwedon'tallowreturnsonsaleitems.C:Iknowmanystoreshxdyethatpolicy.ButIhxdyereturnedsaleitemsherebefore.Z:I'msorry,butweusuallydon'tdoit.Itisourpolicy.C:Ijustboughtthisshirtyesterday.AndIamaregularcustomerhere.Canyoumakeanexceptionthistime?Y：wewanttoseeyourmanager.Z：（对着C）CanIseeyourreceipt,please?I'msorry,ourmanageronthephonecan'tseeyou.C：here。Y：Yourservicehasalwaysbeenlikethis?Z：Thecustomerisalwaysright,weareheretoserveyou.C：Imeanthisshirtdoesn'tfitme,Imustreturn，Y：Youdonothelpustoreturn,wecomplainaboutinthemallquestionnaireZ：Ihavetotellyourmanagerbusywiththings,Ihavealsotoldyouthisshirtcannotbereturned.C：Well,Idonotwanttosaytoomuchtoyou,Iwanttoseeyourmanager.IwanttopersonallysaythingstohimZ:Well.Letmetalktothemanagerforamoment.C:Good.Z：Aladywanttoreturntheshritshebroughtyesterday.L:DidnotItellyouafterthesaleofdiscountedmerchandisetakesnoreturns?Z:Iknow,Ihavetotellher,butshemustreturn.andshewanttoseeyou.L:Well,meandyougowiththisthing第三幕：Z:Miss,thisisourmanager。Sir,thisyoungladywanttoreturntheshirtshebroughthereyesterdayC:Excuseme...L:Yes,miss.HowmayIbeofservice?C:Iwouldliketoreturnthisitem...Arerefundsallowed?L:Isthereareasonthatyouwouldliketoreturnit?Didyouhaveproblemswithourproductorservices?C:No,no...Itwasjustthewrongsize.Y:yes,justthewrongsize.L:Wouldyoubeinterestedinanexchangeasopposedtoarefund?IthinkIcanhelpyoutofindtheappropriatesizeC:No.IwouldratherjustreturnitL:Oh,youlook.Ourcompanyprovidedtothesediscountedmerchandisecannotbereturnedafterthesale.Ibelievethatourclerkexplainedittoyou.ThisistheProvisionsofthemall,yourrequestmakesusverydifficult.Ifyouliketoexchangeit,Ithinkourclerkcanfindtherightsizeforyou.Canyoudoit?zhao?Z:Youcalledme?sir?L:yeah,Y:Butweactuallyliketoreturn,andnolongerwantthisshirt.Z:wehavealreadytotellyouourcompanypolicy.Pleasedonotmakethingsdifficultforus.L:Miss,youcanchangeyourmind?IfyoujustchangethesizewewillhxdyetogiveyoustorecreditZ:Sir?(小声说)L:Onlybethecase（小声说）C:Itsoundslikeitisworth.Y:youwantthosestorecredit,right?C:Storecreditisokaywithme.Iwillbeveryhighpoints,sothatweearned.Y:Well,whatever.I'mjustalittledissatisfiedwiththeservicesofthismall.L:Miss,wouldyouwillingtochangeit?C:yesL:Well,ourclerkwillgiveyouforagoodrightsize.Z:Ihaveputtherightsizeshirtintothisbag.Iwillhxdyetogiveyoustorecredit,miss,.Ifyoufindsomethingelseyoulikeinthestore,youcanusethecredit.C:thanks,I'msureIwillfindsomethingIlike.IshopherealotY:Therewego.IcannotstayL,z:Weappreciateyourbusiness,miss,Thanksforyourpatronage，welcomeagain！
