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時(shí)間延誤(超過(guò)五分鐘)I’m sorry, Sir/Madam. This may take about ... minutes. Is that all right? 我很抱歉,先生/小姐。可能會(huì)等上 ... 分鐘。您看行嗎?I’m sorry for the delay, Sir/Madam. It will just be a few minutes longer. Will that be all right?對(duì)不起,先生/小姐,可能等候的時(shí)間會(huì)稍久一點(diǎn),您看有問(wèn)題嗎?I’m terribly sorry for the inconvenience, Sir/Madam, but this may take a few minutes longer.真不好意思,先生/小姐,給您造成不便我深表歉意,可能需要再多等幾分鐘。 Be SINCERE and show the guest you are concerned of the delay.要滿懷誠(chéng)意,要讓客人感到你對(duì)延遲一事很在意。Ask for the guest’s approval so that they feel looked after.要征詢客人的意見(jiàn),以使他們感到被關(guān)懷。 APOLOGIZING FOR AN INCONVENIENCE對(duì)所造成的不便致歉I’m very sorry, Sir/Madam. Thank you for your cooperation / patience / understanding. 我深表歉意,先生/小姐。多謝您的合作/耐心/體諒。I’m terribly sorry we are not permitted to do this. 十分遺憾我們不允許這樣做。I’m terribly sorry. There could have been some mistake. 我真是很抱歉,可能是什么環(huán)節(jié)出了差錯(cuò)。I do apologize. 我誠(chéng)心向您道歉。I’m sorry, Sir/Madam. I’ll look into the matter at once.對(duì)不起了,先生/小姐。我這就去把事情弄清楚(我馬上去查一下)。I’m afraid it’s against pany policy to do this. 很不好意思,這樣做會(huì)違反公司規(guī)定。ACCEPTING COMPLAINTS / CRITICISM接受投訴、批評(píng)Thank you for telling us, Sir/Madam. I assure you we shall do our best to ensure it will not happe