Sales representative:Good morning. How are you?
Customer:Is Mandy here?
Sales representative:Um, sorry, Man...dy? You mean…
Customer:Mandy Wong.
Sales representative:Oh, Mandy Wong. Um, I'm sorry, but she's already…
Customer:Already what?
Sales representative:Oh, Mandy's already left our spa. Um, would you like us to set up an appointment for you with our new beautician, Cindy? She's very experienced and she is already…
Customer:Listen, I don't care if it is Mandy or Cindy. I've tried a new laser treatment and it doesn't work. This is extremely frustrating!
Sales representative:I'm terribly sorry about that, madam. Um, perhaps, would you tell me your name or your membership number?
Customer:What now? Are you trying to sell me another product or something?
Sales representative:Um...madam. I can't really help you if I don't have your information. Please.
Customer:Okay. My name is Annie Lewis. I have paid for 20 treatments of body hair removal.
Sales representative:I see. Let me input your details. Annie L-e…
Customer:Lewis. L-E-W-I-S.
Sales representative:Got it. Thanks, Miss Lewis. Right, according to our records, you have purchased 20 treatments.
Customer:And they don't work. I've told you!
Sales representative:I do apologise, Miss Lewis. Let me check your records. You've already had 14 treatments. So… what exactly do you mean? You mean you haven't had any results?
Customer:I was initially getting good results with one type of laser. Then when I switched to another type of laser for my 11th visit, it no longer worked.
Sales representative:Um. Yes, however, our records show you asked for the new treatment and signed a switching agreement.
Customer:Although I signed the agreement, the point is all my hair grew back 2 weeks later and it hadn’t been there for 2 months!
Sales representative:I realise that, Miss Lewis. But one thing you have to understand is the treatments don't work on everybody and the results can vary a lot. See, it's written clearly here on the service agreement that you've signed.
Customer:Of course I understand that. However it shouldn't make things worse! I switched to another type of laser after trying two treatments…
Sales representative:I think that’s the problem, Miss Lewis. It is advisable to stick to the same treatment long enough to see results. If you keep trying new treatments, your skin can’t adapt…
Customer:So what can I do now? Stop doing any treatment?
Sales representative:Miss Lewis, all you need is a treatment that's beneficial to you. You were quite happy with your first few treatments, weren’t you?
Customer:Well, you could say that.
Sales representative:So, if we let you re-do the 11th to 14th treatments with the first type of laser at half-price. What would you think?
Customer:Well, I suppose that's better. How much would I have to pay then?
Sales representative:Let me see. 50% off, so that's only $480.
Customer:One more thing, I don't want to see a new beautician every time.
Sales representative:No problem, Miss Lewis. How about if I follow up your case personally and make sure that you are served by the same consultant every time?
Customer:That would be terrific!
Sales representative:Thank you very much, Miss Lewis. Would you mind signing this new contract and handing it over…?

销售员：早上好。你好吗？
顾客：Mandy在吗？
销售员：啊，不好意思，Man...dy？哪一位？
顾客：Mandy Wong。
销售员：噢！ Mandy Wong。很抱歉，她已经……
顾客：已经怎样？
销售员：Mandy已离开了我们的水疗中心。你想预约我们的新美容师Cindy吗？她经验丰富，而且她已经……
顾客：听着，Mandy还是Cindy也没关系。我试过新的激光治疗，但没有用。这令人非常沮丧！
销售员：小姐，真的非常抱歉。请问可以告诉我你的名字和会员号码吗？
顾客：这是什么意思？你想向我推销另一种产品吗？
销售员：小姐……若我没有你的资料，我是没法帮你的。麻烦你了。
顾客：好。我的名字是Annie Lewis，我缴付了20次脱毛疗程的费用。
销售员：明白。让我输入你的数据。Annie… L-e ...
顾客：Lewis，L-e-w-i-s。
销售员：明白。谢谢，Lewis小姐。对，根据我们的记录，你购买了20次的疗程。
顾客：但它们没有用，我已说过！
销售员：很抱歉，Lewis小姐。让我查看你的记录。你已进行了14次的疗程。所以，你的意思是什么？你指全部都没用？
顾客：我最初接受的一款激光很见效，但在我第11次疗程时转换到另一款激光，就再没有效。
销售员：明白。但是我们的记录显示你要求新的疗程并签署了更改协议。
顾客：虽然我签了协议，但关键是我的毛发在2周后再生长，在之前的2个月是没有任何毛发的！
销售员：我明白，Lewis小姐。但有一点你需要理解，疗程未必对每个人都有效，效果因人而异。在你签了的合同上有明确列明的。
顾客：我当然明白，但情况也不应该变差，所以我在两次疗程后，转用了另一款激光。
销售员：我认为这就是问题了，Lewis小姐。建议的做法是选用相同疗程一段较长的时间，这样才能看见效果。如果你不断转换疗程，你的皮肤就无法适应……
顾客：那么我现在应该怎样？停止所有治疗吗？
销售员：Lewis小姐，你需要的是对你有用的疗程。最初几次的疗程都让你满意的，不是吗？
顾客：可以这样说。
销售员：如果我们让你用半价以第一种激光重做第11至第14次的疗程。你认为怎样？
顾客：好吧，这样较好。那么我需要付多少钱？
销售员：让我看看，50％的折扣，你只需要付$480。
顾客：还有，我不想每次都看到一名新的美容师。
销售员：没问题，Lewis小姐。如果我亲自跟进你的个案，并确保你每次都由同一位顾问提供服务，这样可以吗？
顾客：那样就好！
销售员：非常感谢你，Lewis小姐。你能否签署这份新合同，并且提交……