国际货代物流英语 Week 5. Text 2 How to Improve Customer Service Level New Words and Phrases...

国际货代物流英语国际货代物流英语Week 5Week 5

Text 2 How to Improve Text 2 How to Improve Customer Service LevelCustomer Service Level

New Words and PhrasesNew Words and Phrases urgency urgency n. n. 紧急，紧迫紧急，紧迫 fiercely fiercely adv.adv. 强烈，极度地强烈，极度地 competitive competitive adj.adj. 竞争的竞争的 retain retain v.v. 保留，维持保留，维持 formation formation n. n. 形成形成 implementation implementation n. n. 执行，落实执行，落实 superior superior adj. adj. 优秀的优秀的 contradiction contradiction n. n. 矛盾矛盾


ultimate ultimate adj. adj. 最终的最终的 simultaneously simultaneously adv. adv. 同时的同时的 imply imply v. v. 暗示，包含暗示，包含 frequent frequent adj.adj. 频繁的频繁的 multiple multiple adj.adj. 多样的多样的 identify identify v. v. 确认确认 characterize characterize v. v. 以…为特征以…为特征 process process n. n. 过程，工序过程，工序 similarity similarity n. n. 相似处，相似点相似处，相似点


preference preference n. n. 偏爱偏爱 achieve achieve v. v. 完成，达到，实现完成，达到，实现 competitor competitor n. n. 竞争者竞争者 sector sector n. n. 环节环节 interact interact v. v. 互相作用，互相影响互相作用，互相影响 negatively negatively adv. adv. 否定地否定地 calculate calculate v. v. 计算计算 formula formula n. n. 公式公式 variable variable adj. adj. 可变的可变的


a great array of a great array of 大量的大量的 result from result from 发生，引起发生，引起 result in result in 致使，导致致使，导致 take …into account take …into account 对……加以考虑对……加以考虑 fall into fall into 分类分类market-driven market-driven 市场驱动市场驱动


【【 Para 1Para 1 】】 Urgency of improving customer servicUrgency of improving customer servicee（提高客户服务的紧迫性）（提高客户服务的紧迫性）

In today’s fiercely competitive market, customers facIn today’s fiercely competitive market, customers face a great array of products and brand choices, pricee a great array of products and brand choices, prices and supplier. s and supplier. Many firms find it extremely difficult to retain existing Many firms find it extremely difficult to retain existing customers and to create new customers. Though nocustomers and to create new customers. Though not every purchase depends on the formation of relatiot every purchase depends on the formation of relationship between the firms and their customers, many nship between the firms and their customers, many actually do. actually do.


Higher level of customer service resulting froHigher level of customer service resulting from improved logistics system can greatly benm improved logistics system can greatly benefit the implementation of market strategy. Thefit the implementation of market strategy. Therefore, the managers are now going all out terefore, the managers are now going all out to improve their logistics system to deliver supo improve their logistics system to deliver superior customer service.erior customer service.


【【 Para 2Para 2 】】 Contradiction between the serviContradiction between the service level and costce level and cost （服务和成本之间的矛（服务和成本之间的矛盾）盾）

Firm’s ultimate goal is to gain profits, not saleFirm’s ultimate goal is to gain profits, not sales, so both level and cost have to be taken ints, so both level and cost have to be taken into account. o account. Higher level of customer service usually resulHigher level of customer service usually results in increased cost. ts in increased cost. No logistics system can maximize service anNo logistics system can maximize service and minimize logistics cost simultaneously. d minimize logistics cost simultaneously.


Maximum customer service implies large inveMaximum customer service implies large inventory, frequent transportation and multiple wantory, frequent transportation and multiple warehouses, all of which raise logistics cost. rehouses, all of which raise logistics cost. Minimum logistics cost means least-cost Minimum logistics cost means least-cost transportation, low stock levels and few transportation, low stock levels and few warehouses.warehouses.


【【 Para 3Para 3】】 Identifying customers’ needsIdentifying customers’ needs （确（确定客户需求）定客户需求） The start point is to study what the customerThe start point is to study what the customer

s require. s require. It is important to remember that no two customerIt is important to remember that no two customers will ever be exactly the same in terms of their ss will ever be exactly the same in terms of their service requirements. However, it will be the fact tervice requirements. However, it will be the fact that the customers will fall into groups which are hat the customers will fall into groups which are characterized by a similar service needs. characterized by a similar service needs. A three-stage process is suggested here as folloA three-stage process is suggested here as followsws ：：


Identify the key parts of customer service Identify the key parts of customer service as needed by customersas needed by customers

Establish the relation of those service Establish the relation of those service parts to customersparts to customers

Identify ‘group’ of customers according to Identify ‘group’ of customers according to similarity of service preferencessimilarity of service preferences

Text 2 How to Improve Text 2 How to Improve Customer Service LevelCustomer Service Level【【 Para 4Para 4 】】 Defining customers service objDefining customers service obj

ectiveective （评价客户服务目标）（评价客户服务目标） The purpose of logistics strategy is to prThe purpose of logistics strategy is to pr

ovide customers with the level and quality of ovide customers with the level and quality of service that they require at less cost. service that they require at less cost. In developing a market-driven logistics strateIn developing a market-driven logistics strategy the aim is to achieve ‘perfect service’ in a gy the aim is to achieve ‘perfect service’ in a cost-effective way. cost-effective way. The firm must research the relative importancThe firm must research the relative importance of these service output. e of these service output.


The firm must also take into account competitor’s seThe firm must also take into account competitor’s service standards. rvice standards. It will normally want to offer at least the same It will normally want to offer at least the same service level as competitors’ service standards. But service level as competitors’ service standards. But the objective is to maximize profits not sales. The the objective is to maximize profits not sales. The firm has to look at the cost of providing higher level firm has to look at the cost of providing higher level of services. Some companies offer less service and of services. Some companies offer less service and charge a lower price. Other companies offer more charge a lower price. Other companies offer more service and charge a higher price. The firm service and charge a higher price. The firm ultimately establishes right objectives to guide its ultimately establishes right objectives to guide its planning.planning.


【【 Para 5Para 5】】 Reducing the cost of logistics systReducing the cost of logistics systemem（降低物流系统的成本）（降低物流系统的成本）

An organization can not achieve logistics efficienAn organization can not achieve logistics efficiency by reducing the cost of each sector in the logicy by reducing the cost of each sector in the logistics system. Logistics costs usually interact andstics system. Logistics costs usually interact and are often negatively related. are often negatively related. Therefore, the firm has to improve customer servTherefore, the firm has to improve customer service by reducing the total logistics costs.ice by reducing the total logistics costs.


According to the service standards, the firm designs a According to the service standards, the firm designs a logistics system that minimizes the cost of achieving theslogistics system that minimizes the cost of achieving these standards. Cost of logistics system can be calculated be standards. Cost of logistics system can be calculated by the following formulay the following formula ：：

TC = TFC + FWC + VWC + LSCTC = TFC + FWC + VWC + LSC TC = total logistics cost of proposed systemTC = total logistics cost of proposed system TFC = total freight cost of proposed system TFC = total freight cost of proposed system FWC = total fixed warehouse cost of proposed system FWC = total fixed warehouse cost of proposed system VWC = total variable warehouse cost of proposed systeVWC = total variable warehouse cost of proposed syste

m m LSC = total cost of lost sales due to average delivery delLSC = total cost of lost sales due to average delivery del

ay under proposed systemay under proposed system


NotesNotes

11 ．． In today’s fiercely competitive market, cIn today’s fiercely competitive market, customers face a great array of products anustomers face a great array of products and brand choices, prices and supplier.d brand choices, prices and supplier.

在今天激烈竞争的市场，客户面对大量在今天激烈竞争的市场，客户面对大量的产品、品牌、价格和供应商可供选择。的产品、品牌、价格和供应商可供选择。


22 ．． Higher level of customer service resultinHigher level of customer service resulting from improved logistics system can greatg from improved logistics system can greatly benefit the implementation of market strly benefit the implementation of market strategy.ategy.

完善的物流系统带来的高水平物流服务完善的物流系统带来的高水平物流服务能够极大地促进市场战略的实施。能够极大地促进市场战略的实施。


33 ．． Therefore, the managers are now going Therefore, the managers are now going all out to improve their logistics system to all out to improve their logistics system to deliver superior customer service.deliver superior customer service.

因此，经理们都在尽其所能完善他们的因此，经理们都在尽其所能完善他们的物流系统以提供优质的物流服务。物流系统以提供优质的物流服务。


44 ．． Firm’s ultimate goal is to gain profits, noFirm’s ultimate goal is to gain profits, not sales, so both level and cost have to be tt sales, so both level and cost have to be taken into account.aken into account.

公司的最终目标是获得利润的增长，而公司的最终目标是获得利润的增长，而不是销售量，因此服务水平和成本必须考不是销售量，因此服务水平和成本必须考虑。虑。


55 ．． No logistics system can maximize serviNo logistics system can maximize service and minimize logistics cost simultaneouce and minimize logistics cost simultaneously.sly.

没有任何一个物流系统能同时做到服务没有任何一个物流系统能同时做到服务水平最高和成本最低。水平最高和成本最低。


66 ．． Maximum customer service implies largMaximum customer service implies large inventory, frequent transportation and me inventory, frequent transportation and multiple warehouses, all of which raise logistultiple warehouses, all of which raise logistics cost.ics cost.

物流服务最大化意味着大量的库存、频物流服务最大化意味着大量的库存、频繁多次的运输以及多样化的仓库，所有这繁多次的运输以及多样化的仓库，所有这一切都会增加物流成本。一切都会增加物流成本。


77 ．． It is important to remember that no two It is important to remember that no two customers will ever be exactly the same in customers will ever be exactly the same in terms of their service requirements.terms of their service requirements.

重要的是没有两个客户的需求完全一致。重要的是没有两个客户的需求完全一致。


88 ．． However, it will be the fact that the custHowever, it will be the fact that the customers will fall into groups which are charaomers will fall into groups which are characterized by a similar service needs.cterized by a similar service needs.

然而，在实践中我们必须按照相似的客然而，在实践中我们必须按照相似的客户需求将客户分类。户需求将客户分类。


99 ．． In developing a market-driven logistics In developing a market-driven logistics strategy the aim is to achieve ‘perfect servistrategy the aim is to achieve ‘perfect service’ in a cost-effective way.ce’ in a cost-effective way.

在推进市场驱动的物流战略中，目标是在推进市场驱动的物流战略中，目标是以有效的低成本获得“完美的服务”。以有效的低成本获得“完美的服务”。


1010 ．． The firm must also take into account cThe firm must also take into account competitor’s service standards.ompetitor’s service standards.

公司必须考虑竞争者所能提供的服务标公司必须考虑竞争者所能提供的服务标准。准。


1111 ．． An organization can not achieve logistics effiAn organization can not achieve logistics efficiency by reducing the cost of each sector in the ciency by reducing the cost of each sector in the logistics system. Logistics costs usually interact logistics system. Logistics costs usually interact and are often negatively related.and are often negatively related. 一个组织仅仅通过降低物流系统其中一个环一个组织仅仅通过降低物流系统其中一个环节的成本，是不可能提高物流效率的。物流各个节的成本，是不可能提高物流效率的。物流各个部分的成本通常相互作用以及此消彼长的。部分的成本通常相互作用以及此消彼长的。

Dialogue: Making a Dialogue: Making a ComplaintComplaint

New Words and PhrasesNew Words and Phrases

cargo cargo n.n. 货物货物shortage shortage n. n. 短缺量短缺量consignment consignment n.n. 寄送，委托货物寄送，委托货物 inspect inspect v. v. 检查，检验检查，检验carton carton n.n. 纸箱纸箱carrier carrier n.n. 承运人承运人settlement settlement n.n. 解决解决

Dialogue Making a ComplaintDialogue Making a Complaint

approach approach v.v. 解决，处理解决，处理original original adj. adj. 原来的，正本的原来的，正本的policy policy n.n. 保险单保险单 in conformity with in conformity with 与与一致，与一致，与相相符符onboard bill of lading onboard bill of lading 已装船提单已装船提单be liable for be liable for 对对负责负责survey report survey report 检验报告检验报告commercial invoice commercial invoice 商业发票商业发票


（（ Judy, a clerk in a Sun Textile Import anJudy, a clerk in a Sun Textile Import and Export Co., Ltd, is complaining about d Export Co., Ltd, is complaining about the cargo to Sandy, a logistics companthe cargo to Sandy, a logistics company clerk.y clerk. ））

JudyJudy ：： Hello, may I speak to Sandy?Hello, may I speak to Sandy?SandySandy ：： Yes, speaking please.Yes, speaking please.JudyJudy ：： This is from Judy in Textile Import This is from Judy in Textile Import

and Export Co., Ltdand Export Co., Ltd


SandySandy ：： How are you? I think the cargo havHow are you? I think the cargo have already reached you. Is there anything else already reached you. Is there anything else I can do for you?e I can do for you?

JudyJudy ：： Yes. We regret tell you that the gooYes. We regret tell you that the goods you sent us are not in conformity with the ds you sent us are not in conformity with the terms of the contract. On examination, we fiterms of the contract. On examination, we find a shortage in the delivery.nd a shortage in the delivery.

SandySandy ：： Oh? Please explain in detail.Oh? Please explain in detail.


JudyJudy ：： As soon as the consignment arriveAs soon as the consignment arrived at our port we had it inspected. To our did at our port we had it inspected. To our disappointment, we found a shortage of 2 casappointment, we found a shortage of 2 cartons. rtons.

SandySandy ：： 2 cartons?2 cartons?JudyJudy ：： Yes. We ordered 20 cartons of garYes. We ordered 20 cartons of gar

ments, but we only received 18 cartons. ments, but we only received 18 cartons. SandySandy ：： Did you contact the exporter for tDid you contact the exporter for t

he matter?he matter?


JudyJudy ：： Yes. They shoYes. They showed the onboard bill of wed the onboard bill of lading to us. We all colading to us. We all consider the carrier shoulnsider the carrier should be liable for the shortd be liable for the shortage. Therefore, we haage. Therefore, we have to raise a claim agave to raise a claim against your company as tinst your company as the liability with you.he liability with you.


http://image.baidu.com/i?ct=503316480&z=0&tn=baiduimagedetail&word=%CE%EF%C1%F7%B2%C9%B9%BA&in=63&cl=2&cm=1&sc=0&lm=-1&pn=62&rn=1

SandySandy ：： We’d like to have your present proof.We’d like to have your present proof. JudyJudy ：： Here is our onboard bill of lading to claiHere is our onboard bill of lading to clai

m a settlement. m a settlement. SandySandy ：： Sorry, the evidence you provided is inaSorry, the evidence you provided is ina

dequate.dequate. JudyJudy ：： Wait a moment, here’s a survey report isWait a moment, here’s a survey report is

sued by the Commodity Inspection Bureausued by the Commodity Inspection Bureau （货（货物检查所）物检查所） .. SandySandy ：： Have you any other evidence?Have you any other evidence? JudyJudy ：： Not yet.Not yet.


SandySandy ：： Sorry, we regret being unable to accept Sorry, we regret being unable to accept your claim because the goods were in perfect conyour claim because the goods were in perfect condition when the goods were loaded.dition when the goods were loaded.

JudyJudy ：： What should we do now?What should we do now? SandySandy ：： We suggest that you approach the insurWe suggest that you approach the insur

ance company for settlement as the shortage occance company for settlement as the shortage occurred in transit.urred in transit.

JudyJudy ：： Which evidence do we provide?Which evidence do we provide?


SandySandy ：： The full original set of ocean bills The full original set of ocean bills of lading, original policy and the original coof lading, original policy and the original commercial invoice.mmercial invoice.

JudyJudy ：： Thanks a lot, bye.Thanks a lot, bye.SandySandy ：： Bye.Bye.


NotesNotes

11 ．． We regret tell you that the goods you seWe regret tell you that the goods you sent us are not in conformity with the terms ont us are not in conformity with the terms of the contract.f the contract. 我们遗憾地通知你，你交付的货物与合我们遗憾地通知你，你交付的货物与合同规定不符。同规定不符。


22 ．． We regret being unable to accept your cWe regret being unable to accept your claim because the goods were in perfect colaim because the goods were in perfect condition when the goods were loaded.ndition when the goods were loaded.

非常遗憾我们不能接受你的索赔，因为非常遗憾我们不能接受你的索赔，因为装货时货物状态完好。装货时货物状态完好。


33 ．． We suggest that you approach the insurWe suggest that you approach the insurance company for settlement as the shortaance company for settlement as the shortage occurred in transit. ge occurred in transit.

由于货物短量发生在运输途中，我们建由于货物短量发生在运输途中，我们建议你找保险公司解决问题。议你找保险公司解决问题。


ExercisesExercises

Ⅰ Ⅰ Oral Practice: practice the above Oral Practice: practice the above dialogue with your partner until you dialogue with your partner until you can learn the lines by heart.can learn the lines by heart.


Ⅱ Ⅱ Team work: make up a dialogue accorTeam work: make up a dialogue according to the following situation and practding to the following situation and practice it with your partner.ice it with your partner.

SituationSituation ：： Today is the deliver time. Kitty still has Today is the deliver time. Kitty still has

not received the toy she ordered on the wenot received the toy she ordered on the website. She is making a call to customer serbsite. She is making a call to customer service department.vice department.


TipsTips ：：1. I’m afraid I have a complaint to make.1. I’m afraid I have a complaint to make.2. I’m afraid I have got a complaint about…2. I’m afraid I have got a complaint about…3. The last thing we want to do is to postpone the 3. The last thing we want to do is to postpone the

delivery date.delivery date.4. I must apologize to you for…4. I must apologize to you for…5. We again apologize for causing your inconveni5. We again apologize for causing your inconveni

ence.ence.6. I assure you it won’t happen again.6. I assure you it won’t happen again.7. We’ll make a thorough investigation.7. We’ll make a thorough investigation.8. It’s nothing serious, I hope.8. It’s nothing serious, I hope.


Ⅵ Ⅵ Fill in the blanks with the words in the foFill in the blanks with the words in the following box.llowing box.

（（ Miss Chen, a staff member in the deliverMiss Chen, a staff member in the delivery department of Air Logistics Co., Ltd, is y department of Air Logistics Co., Ltd, is making a call to a customer, Mr. Zhangmaking a call to a customer, Mr. Zhang ））


comment complain feedback hesitate beyondpleased satisfy bother considerate arrive

ZhangZhang ：： Hello. This is Peter Zhang. Who’s that, Hello. This is Peter Zhang. Who’s that, please?please?

ChenChen ：： Hello. Mr. Zhang. It’s really nice to hear Hello. Mr. Zhang. It’s really nice to hear you. This is Kitty Chen from Air Logistics Co., Ltyou. This is Kitty Chen from Air Logistics Co., Ltd. I remember that you ________ to us about oud. I remember that you ________ to us about our delivery yesterday. Is that right?r delivery yesterday. Is that right?

ZhangZhang ：： Yes, you are right.Yes, you are right. ChenChen ：： Mr. Zhang, I’m calling you today just to Mr. Zhang, I’m calling you today just to

see if everything is OK now with your washing-msee if everything is OK now with your washing-machine. I wish I were not ________ you too mucachine. I wish I were not ________ you too much.h.

Dialogue 2 Making a ComplaintDialogue 2 Making a Complaint

bothered

complained

ZhangZhang ：： Oh, no, not at all.Oh, no, not at all. ChenChen ：： Mr. Zhang, is your washing-machine woMr. Zhang, is your washing-machine wo

rking properly now?rking properly now? ZhangZhang ：： Yes, it is.Yes, it is. ChenChen ：： Are you _________ with its performancAre you _________ with its performanc

e now, Mr. Zhang?e now, Mr. Zhang? ZhangZhang ：： Yes, I am.Yes, I am. ChenChen ：： By the way, I’d like to know how soon oBy the way, I’d like to know how soon o

ur delivery man reached your house after you caur delivery man reached your house after you called us.lled us.


Satisfied

ZhangZhang ：： He ________ half an hour after I make He ________ half an hour after I make the call, which was actually ________ my expectthe call, which was actually ________ my expectation,ation,

ChenChen ：： Was he polite and careful?Was he polite and careful? ZhangZhang ：： Yes. He was very careful and _______Yes. He was very careful and _______

_. He even helped me to clean the floor after he _. He even helped me to clean the floor after he finished his job.finished his job.

ChenChen ：： Thank you very much for your _______Thank you very much for your _________, Mr. Zhang. I hope you will be ______ with ou__, Mr. Zhang. I hope you will be ______ with our service and we appreciate your _________. r service and we appreciate your _________.

Dialogue Making a ComplaintDialogue Making a Complaintarrived

beyond

considerate

feedbackpleasedcomment

ZhangZhang ：： Thank you.Thank you.ChenChen ：： Please don’t ________ to call us iPlease don’t ________ to call us i

f there is any question. Goodbye.f there is any question. Goodbye.ZhangZhang ：： Goodbye.Goodbye.


hesitate

Unit 4Unit 4

Terms of shipment in the Terms of shipment in the transportation contractⅡtransportation contractⅡ

Words & ExpressionsWords & Expressions

Interpret V.Interpret V. 翻译，口译翻译，口译 Exclude V.Exclude V. 不包括不包括 Prompt adj. Prompt adj. 即刻即刻

V.V. 引起，激起引起，激起 Disregard V.Disregard V. 忽略忽略 Expiry date Expiry date 失效日期失效日期 Presentation of document Presentation of document 交交单单 Manifest n. Manifest n. 载货清单，舱单载货清单，舱单 Shipping note Shipping note 托运单托运单 Delivery order Delivery order 提货单提货单 Mate’s receipt Mate’s receipt 大副收据大副收据 Evidence n.Evidence n. 证据证据

Receipt of goods Receipt of goods 货物收据货物收据 Document of title Document of title 物权凭证物权凭证 Endorsement n.Endorsement n. 背书背书 Non-negotiable Non-negotiable 不可转让的，副不可转让的，副本的本的 Identification n.Identification n.身份身份 Surcharge n.Surcharge n. 附加费用附加费用 Rebate n.Rebate n.回扣，折扣回扣，折扣 Port authorities Port authorities 港务局港务局 Shipping space Shipping space 舱位舱位 Commitment n. Commitment n. 保证，承诺保证，承诺 Acknowledgement Acknowledgement （（ ofof ）） n.n. 承承认，确认认，确认 Subsequently adv. Subsequently adv. 继…之后继…之后

QuestionsQuestions

1.1. What is “on or about” meaning?What is “on or about” meaning?2.2. What’s a clear and flexible way to What’s a clear and flexible way to

stipulate the time for shipping?stipulate the time for shipping?3.3. What are the main functions of a bill of What are the main functions of a bill of

lading?lading?4.4. What are the major types of document?What are the major types of document?

ExercisesExercises

礼貌用语礼貌用语 1.1.下班回家，你按着电梯门等别人进入。他们下班回家，你按着电梯门等别人进入。他们说说 "Thank you""Thank you" 。你该怎么回答？。你该怎么回答？ 2.2.如果你碰巧在地铁碰到某人，你该怎么说呢？如果你碰巧在地铁碰到某人，你该怎么说呢？ 3.3. 你的朋友告诉你她昨晚遇到一个非常“你的朋友告诉你她昨晚遇到一个非常“ rude”rude”的男人。她是什么意思？的男人。她是什么意思？ 4.4.当你第一次遇到一个人时你会怎么说？当你第一次遇到一个人时你会怎么说？ 5.5.午餐时，你的一位同事说你的老板非常的午餐时，你的一位同事说你的老板非常的 "self-"self-

centered"centered" 。她是什么意思？。她是什么意思？

"You're welcome"

"Excuse me"

那个男人很不礼貌

"Nice to meet you"

你的老板只考虑他自己

礼貌用语礼貌用语 6.6. 你把手机忘在了出租车里。出租汽车公司打电话告诉你你把手机忘在了出租车里。出租汽车公司打电话告诉你他们捡到了你的手机而且他们会给你送过来。当那个人拿他们捡到了你的手机而且他们会给你送过来。当那个人拿着你的手机出现时，你非常感谢他。他回答到着你的手机出现时，你非常感谢他。他回答到 "my pleasur"my pleasur

e"e" 。他在说什么？。他在说什么？ 7.7. 你的同事告诉你今天看上去很漂亮。这种评论称作什么？你的同事告诉你今天看上去很漂亮。这种评论称作什么？ 8.8. 你的朋友总是谈论他的女朋友如何的“你的朋友总是谈论他的女朋友如何的“ considerate”considerate” ？？他是什么意思？他是什么意思？ 9.9. 你听到新闻上说一次民意调查显示最近选上的一名政客你听到新闻上说一次民意调查显示最近选上的一名政客被普遍认为非常的“被普遍认为非常的“ proper”proper” 。“。“ proper”proper” 是什么意思？是什么意思？ 10.10. 一个非常礼貌的人常使用“一个非常礼貌的人常使用“ euphemisms”euphemisms” 来谈论敏感来谈论敏感话题。“话题。“ euphemisms”euphemisms” 是什么？是什么？

他说不客气"a compliment"

她总是想到其他人使用非常正式的礼节，正统的

在不冒犯别人前提下说令人不愉快话题的方式，委婉的说法

国际货代物流英语 Week 5. Text 2 How to Improve Customer Service Level New Words and Phrases...

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Transcript of 国际货代物流英语 Week 5. Text 2 How to Improve Customer Service Level New Words and Phrases...