服务英语·银行服务 知识加油站

1．对于顾客拜托的事，工作人员若不能完成的话，那么可以回答：

I'm sorry, sir/madam, but your deposit has been exhausted. 很抱歉，先生/女士，您的存款已经被取完了。

I'm afraid we cannot help you, because we don't offer that service. 我们恐怕帮不了你，因为我们不提供那项服务。

2．由于各种原因，需要客户稍等，工作人员一般应作如下回答。如：

Please wait a minute./Just a minute, please./One moment, please. 请稍等片刻。

I'm sorry to keep you waiting, sir/madam, but I'll be with you in a moment. 先生/女士, 很抱歉让您久等了，我一会儿就过来。

It'll take about twenty minutes, sir/madam. Would you like to wait? 先生/女士, 那要花20分钟的时间，您可以等吗？

I'm sorry to keep you waiting, but will you please wait a few more minutes? 对不起，让您久等了，能再等几分钟吗？

3．当客户对工作人员说谢谢时，工作人员应该回答：

With pleasure./That's all right./You're welcome. 不用谢。

需要向客户道歉时，工作人员可以说：

I'm very sorry./I'm terrible sorry./I'm awfully sorry. 十分抱歉。

接到客户的道歉，工作人员可以说：

That's quite all right./Don't mention it./It doesn't (didn't) matter. 没关系。