办公室英语.doc

办公室英语clarifying personal dataa: all right, mr. winston. let me just clarify this information: your date of birth is may 15, 1942? and your social security number is 542-31-2156?b: thats right, miss. do you need anything else?a: i just need to know your street address, mr. winston.b: its 2453 bay avenue. the zip code is 20143.helping out a customera: let me just add these numbers up for you, and i should be able to give you an answer.b: thanks. im sorry to give you so much trouble.a: its no trouble at all, ms. liu. im glad to help here. this should be the correct figure, 5,322 units at 53 cents per unit.b: that sounds right. could you jot that down for me? thanks.receiving a compliment lettera: maryann, this is a letter from mr. smith. he worked with you last month.b: i remember. what does he have to say?a: well, he just wanted to tell me what a good job youre doing, and to keep up the good work!b: that was really sweet of him!a list of complaintsa: this is my list of complaints, andrew. i would appreciate it if you would look over them.b: certainly, ms. parker. thank you for coming directly to me. you can count on me to act on these.a: well. ive used your firm for several years and ive generally been pleased. its just the last few months that ive had problems.b: well, i will definitely do what i can to solve these problems, and improve our service.a compliment after servicea: is there anything else i can do for you, ms. cozwell?b: no, thanks. thatll do it for today, joe. i dont know how you keep all this stuff straight!a: well, thats my job, ms. cozwell.b: and, you do it very well! thanks again for the help!impressive feedbacka: good afternoon. paul lands speaking.b: mr. lands? its roberta myers calling. ive got to thank you for the work you did on that newspaper ad. it was a great piece of work.a: im glad you liked it, ms. myers.b: i loved it! ill definitely have more work for you in the future!asking about a refunda: excuse me, but i thought i was supposed to receive a check for $2,500 for merchandise i returned to your company.b: im sorry, sir. could you tell me your name and the products you purchased? ill see what i can find out.a: yes. my name is greg wilson and i returned a laptop computer with a modem to you about a month and a half ago.b: just one moment, please, mr. wilson. ill check in our files. where did you purchase the laptop?a good office space designa: richard? its marie sinclair over at the design studio. how are you?b: just fine, ms. sinclair. is there anything i can do for you?a: youve done it already! im so pleased with the plans you created for my new office space. everybody in the office is excited.b: im glad youre pleased! i thought they suited your office layout.unable to answer a customera: excuse me? are you listening to me?b: yes, sir. i understand why youre upset, sir.a: well then, do something about it!b: i am very sorry, sir. but, at the moment, there is really nothing i can do. as soon as my supervisor comes in, i will contact you.a successful restaurant ada: linda? its michael davenport. your office handled the advertising for my new restaurant: “the steak house”.b: i remember, mr. davenport. i did most of the design work. are there any problems?a: none at all, except where to put all the people! weve been packed ever since those ads came out.b: thats wonderful! save a seat for me!after helping a customera: well, i hope that answers your questions, mr. gardiner. heres your printout.b: thanks a lot! i really appreciate your assistance.a: youre very welcome, mr. gardiner. im glad i was able to help. (能帮助您我很高兴.)please call if you have any more questions.b: i will. thanks again!an angry new customera: if i had known id get service like this, i would have gone somewhere else!b: im sorry, sir. could you tell me what the problem is, please?a: lets start with the fact that no one has responded to my calls or letters for the past three weeks!b: i do apologize, sir. i hope i can help you. would you tell me what you have been trying to find out?praise for winning a case 官司胜诉a: good morning. beck and beck legal services. may i help you?b: phyllis? is that you? its craig masters.a: mr. masters! hello. how are you?b: im doing just great. i won my case and i just wanted to thank you for all your hard work!explaining a delaya: when are you going to give me the prototype you promised?b: i apologize for the delay, mr. parker. we have been waiting on a piece from one of our factories. we should be able to have it completed by next week.a: all right. but, i hope it wont take any logger than that!b: i dont expect it too, mr. parker. i appreciate your understanding.discussing an ads musica: what were you thinking when you came up with this jingle? it doesnt have anything to do with my product!b: we felt that it was on target, mr. baker. but, obviously, if youre not pleased, we can rework the song.a: youre going to have to. this ones out of the question!b: fine, mr. baker. well get working on that right away.an irate customera: if i have to wait one more minute, im going to take my business somewhere else i have been waiting to see mr. barkley for nearly 25 minutes!b: im very sorry, ms. ferguson. mr. barkley was called away to an emergency meeting. he should be back any moment.a: i wish you had let me know that earlier! i could have rescheduled my appointment!b: youre right, ms. ferguson. i didnt anticipate how long it would take mr. barkley. let me see if i can reach him.a disappointed clienta: im really disappointed in the quality of your work, ms. patrick. i expected a better standard.b: i am very sorry you feel that way, mr. garth. i realize that weve started off badly, but i think youll be pleased with the refinished work.a: well, it certainly couldnt be worse than what youve been showing me!b: i think youll be satisfied with the quality of these designs, mr. garth. would you like to go over to my office and take a look?put on hold for too long 等候太久a: do not put me on hold again, please!b: im very sorry, madam. the phones have been ringing off the hock.a: excuse me, but thats not my problem! i was just put on hold for the fourth time!b: i do apologize, madam. how may i help you?explaining to a customera: i dont understand this, ms. walker. when exactly are you going to finish this job?b: well, it will probably take another few weeks, mr. brooks. i realize it appears simple enough, but there is a lot of red tape to wade through.a: fair enough, but im still a bit unclear about the details. could you go over the main points with me again?b: id be glad to, mr. brooks. why dont you come into my office?handling a problema: what? youve lost the plans? how did that happen?b: i am terribly sorry, mr. richardson. we sent the plans by express mail to our branch in shanghai, but they appear to have gotten lost.a: what are you doing about it?b: we are tracking the documents at the moment, and we have people working around the clock copying the planswith a very upset customera: this is the last time im using your company. i have never seen so much disorganization!b: i do apologize, mr. kane. there is really no excuse for this. but i assure you this will not happen again! we have spoken to the salespeople involved.a: thats not good enough! i just dont trust your company to take care of business in an orderly fashion.b: you have every right to be upset, mr. kane, but i do hope youll reconsider.with an angry clienta: look! ive had enough! if you cant get this straightened out, im going to a different firm!b: i understand why youre angry, mr. grant, and believe me, we are doing everything in our power to work this out.a: well, obviously, what youre doing is not good enough!b: if you could just give us a few more days, we should be able to get this problem ironed out.visiting a customera: good morning, ms. dunlop. my names vance fremont. im the customer relations officer for walker medical services.b: good morning, mr. fremont. is there something i can do for you?a: we just wanted to come by and thank you for using our company, and to ask if youve had any problems so far.b: no, i havent had any problems at all. ive been very pleased with your service, thank you.with an impatient customera: excuse me, miss?b: yes, sir? how may i help you?a: i arrived here at 8:30 this morning, and ive been waiting since then for service! i need to place an order!b: i apologize for the delay, sir. please have a seat here. ill take your order.with an angry customera: i need to speak with a manager!b: im sorry, sir. but all of our managers are busy at the moment. would you please have a seat in the waiting room?a: i dont want to wait here all day! ive got things to do!b: i understand, sir. i will let you know as soon as a manager is able to talk with you.visiting a customera: good morning, ms. dunlop. my names vance fremont. im the customer relations officer for walker medical services.b: good morning, mr. fremont. is there something i can do for you?a: we just wanted to come by and thank you for using our company, and to ask if youve had any problems so far.b: no, i havent had any problems at all. ive been very pleased with your service, thank you.with an impatient customera: excuse me, miss?b: yes, sir? how may i help you?a: i arrived here at 8:30 this morning, and ive been waiting since then for service! i need to place an order!b: i apologize for the delay, sir. please have a seat here. ill take your order.re-issuing a statementa: good morning. my names albert moss. i wonder if you could help me.b: certainly, sir. please have a seat. what may i do for you?a: id like to verify how much money i have on account with you. i cant seem to find my last statement.b: thats no problem, sir. i can issue you a new statement. may i have your account number, please?positive feedbacka: i really appreciate your calling to tell me about this problem, mr. roberts.b: i know i can count on you, pat. you always have a way of getting things done!a: well, thanks for your vote of confidence, mr. roberts, i hope i can come through for you!b: i have no doubt. thanks!uncertain about an answera: ms. mcpherson? im afraid im not sure on that. is there a number where you can be reached?b: yes, 532-4121. how soon can you get back to me?a: i should be able to get this information for you by this afternoon. ill call you as soon as i know.b: all right. please leave a message with my secretary if im not in.product upgradea: so, you would like to know how much it would cost to upgrade your current system, is that correct?b: yeah, thats right. id also like to know how much extra equipment id have to purchase.a: all right, maam. let me do some calculations. could you wait a moment, please?b: sure. no problem.complaining to the bossa: i realize that youre very busy man, mr. emory, and im sorry to take up your time.b: i dont mind at all, ms. walker. just tell me how i can help.a: well, you know ive been dealing with your company for a long time, and im really disappointed by the service recently.b: i am very sorry to hear that, ms. walker. please tell me about it.tracking down an ordera: excuse me, im sorry to trouble you. my name is susan ransom, and i have placed several orders with you company.b: yes, mr. ransom? this is karl miller. how may i help you?a: well, i wonder if you could track an order i placed with you last month. it hasnt arrived yet.b: certainly, ms. ransom. do you have an order number?checking an accounta: hi, this is ralph simmons. with whom am i speaking?b: this is paula blake, mr. simmons. how can i help you?a: im hoping you can sort a few things out for me. could you pull up my account?b: certainly, sir. just tell me your account number please.a job well donea: good morning. phyllis seymour speaking.b: hi, ms. seymour? its allan parker. ive been waiting to call you and thank you for all your help last week.a: thank you very much, mr. parker. but, that is my job.b: well, i want to let your boss know that shed better hold on to you! youre a hard worker!an angry customera: i am very sorry to hear that youve been having so many problems, sir.b: well, sorry isnt good enough! what can you do to help me?a: well, to begin with, id like to ask you a few questions if i may?b: fine, whatever it takes to get this straightened out!birthday party invitationa: melissa? id like to invite you to my wifes birthday party.b: thanks, frank. id love to come. when is it?a: her birthday is on the 9th. were going to have dinner at a mexican restaurant, and then maybe go out dancing.b: sounds like fun. you can count me in! just give me directions to the restaurant.a newly received awarda: philip, i was really glad to hear about your award. congratulations!b: thanks, denise. actually, i was really surprised. i mean, there were a lot of qualified people out there.a: sure. but the work you did was really exceptional! you definitely deserved it!b: thanks a lot. i expect to see your name nominated pretty soon, too. youve been doing some great work!talking about a new peta: jack! do you want to see a picture of my new puppy?b: sure. i thought people only showed off pictures of their new babies, not new pets!a: well, this is my new baby. hes just as much trouble. thats for sure! but, hes a lot of fun!b: i see what you mean. hes really cute. how old is he?talking about appearancea: hi, ellen. that outfit looks terrific!b: thanks, jim. i didnt think guys paid attention to stuff like that.a: no, we just dont usually admit it!b: well, thanks for the compliment anyway!offering a cup of teaa: how are you, kim? i havent seen you around for a few days.b: oh, i was out sick most of last week. im still not completely over it. youd better not get too close!a: im sorry to hear about that. why dont you join me for a hot cup of tea? itll be good for you!b: sure, why not? i could use a rest.inviting for cup of coffeea: john! wait a second! i was just heading downstairs for a cup of coffee. you want to come? ive got some good news!b: sure. let me just grab my wallet. you certainly do look happy this morning.a: i am. dont worry about getting your wallet. its my treat.b: this is a first! you must have won the lottery.chatting about a new restauranta: hi, alex. how are you doing?b: just fine, karen. im just taking a breather from all this paper work!a: i know the feeling. im calling to let you know about this new italian place i found. its right around the corner.b: ill have to try it. you know how i am about italian food! whats the name?chatting with a newly weda: hi, sandy. do you have a minute?b: yes, john. im on my break. whats going on?a: not much. i just wanted to see how you were. hows married life treating you?b: great, except for my mother-in-law! sometimes i think i married her instead of my husband! how about you?complaining about overtime 抱怨加班a: you wont believe whos been elected to do overtime on the baker account! me! ive already logged in 20 hours of overtime!b: wow! why so much? i thought they were getting you an assistant.a: they were supposed to, but so far nobodys turned up, and im left on my own to do the work. this is the first break ive had all day.b: theyre really running you into the ground. why dont you ask for some time off? you could take a long weekend and go away somewheretrouble with computers 电脑问题a: the new computer software is driving me crazy! i really need a break!b: i know what you mean, carol. ive had nothing but trouble with it. they say its supposed to be easy!a: thats what ive heard. but as far as im concerned, it takes a genius to figure it out. can you pass the sugar, please?b: sure. why dont you sit down for a minute? you havent taken a rest all morning.first day of schoola: has your son started school yet, tom?b: next week, its going to be quite a shock for him!a: hell get used to it. they always do. i still remember when my daughter started. are you going with him on his first day?b: you bet. i wouldnt miss it!a new exercise class 新健身班a: did you hear that they are going to start an exercise class after work?b: oh really? when is it going to start?a: next month. i think. are you going to sign up?b: well, id like to, but im going to have to look at my schedule.back from vacationa: hi, jim! when did you get back?b: yesterday. i was really sorry to see it end. the skiing was terrific!a: im really jealous! i wont be able to get any time off for at least another three or four months.b: sorry to hear that! but i would definitely recommend this place!getting a promotiona: hey, doug! howd it go at that meeting yesterday? i know you were pretty anxious about it.b: fantastic! i got the promotion!a: great! when do you take over?b: after the new year.chatting about childa: hows your little girl, debbie?b: oh, shes just fine. shes so grown up now.a: how old is she?b: four and a half going on twelve!sports talk 谈论体育a: sue? do you want to join the softball team? we need another player.b: i havent played softball since i was in high school!a: come on! itll be fun. we play every other saturday afternoon from may until august.b: okay. i guess i could give it a try.complaining about worka: you look really wiped out.b: i had meetings back to back all morning. then the printer broke in the middle of putting tog