http://s13/middle/62c96d84g82f3d22865ac&690
如果你要给国外公司打电话，首先就要和他们的客服人员进行沟通，下面是你应该如何应付的范例；如果你总从事客服工作，那么一下的对话将是不错的学习机会。它告诉你如何用标准专业的英语，接听顾客电话。下面是一段和国外电力公司客服通话的实例，值得借鉴！

Customer Service Representative（CSR）: Hello, Big City Electricity, how may I help you today?
Mr. Peters: I'm calling concerning（我打电话是为了） my electricity bill.

CSR: May I have your account number?
Mr. Peters: Certainly, it's 4392107.

CSR: Thank you, is this Mr. Peters?
Mr. Peters: Yes, this is Mr. Peters.

CSR: Thank you, what can I help you with（我能问您做些什么）?
Mr. Peters: I think I've been overcharged for the past month.

CSR: I'm sorry to hear that.（非常抱歉） Why do you think we charged you too much?
Mr. Peters: The bill is 300% higher than last month.

CSR: I'm sorry to hear that. Let me ask you a few questions and then I'll see what I can do.
Mr. Peters: OK, Thank you for your help.（谢谢你的帮助）

CSR: Of course, thank you for calling this to our attention. Now, how much do you usually pay for your electricity?
Mr. Peters: I usually pay about $50 a month.

CSR: Thank you. and how much did we charge on this bill?
Mr. Peters: $150. I can't understand why.

CSR: Yes, Mr Smith. Was your usage different in any way?
Mr. Peters: No, it was an average month.

CSR: I'm sorry there certainly seems to be a mistake.（非常抱歉！我们弄错了）
Mr. Peters: Well, I'm happy you agree with me.

CSR: I'll contact a service representative to come out and check your meter. What's your address Mr Peters?
Mr. Peters: 223 Flanders St., Tacoma, Washington 94998

CSR: ... and what's your phone number?
Mr. Peters: 408-533-0875

CSR: I'm terribly sorry about the misunderstanding. We'll do our best to change this as quickly as possible.
Mr. Peters: Thank you for your help in clearing this up.（谢谢你帮我把这个搞清楚）

以下问题用来检验你的理解：

Q: Which type of bill is Mr. Peters calling about?

Gas
Electricity
Cable

Q: Which information does the representative NOT ask for?

Account number
Social Security Number
Name

Q: Which problem does Mr. Peters have?

He feels he's been undercharged.
He feels he's been overcharged.
He wants to disconnect his electricity.

Q: Why does he think he's been overcharged?

The bill is 300% higher than last month.
The bill is 30% lower than last month.
The bill has remained the same as last month.

Q: Which question does the representative ask as an explanation for the increase?

Has your usage changed?
What's your account number?
How can I help you?

Q: What does the representative promise to do?

Send a customer service representative to check the meter.
Immediately change the bill.
Nothing