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…?

銷售員：早晨。你好嗎？
顧客：Mandy在嗎？
銷售員：啊，不好意思，Man...dy？哪一位？
顧客：Mandy Wong。
銷售員：噢！ Mandy Wong。很抱歉，她已經……
顧客：已經怎樣？
銷售員：Mandy已離開了我們的水療中心。你想預約我們的新美容師Cindy嗎？她經驗豐富，而且她已經……
顧客：聽著， Mandy還是Cindy也沒關係。我試過新的激光治療，但沒有用。這令人非常沮喪！
銷售員：小姐，真的非常抱歉。請問可以告訴我你的名字和會員號碼嗎？
顧客：這是甚麼意思？你想向我推銷另一種產品嗎？
銷售員：小姐……若我沒有你的資料，我是沒法幫你的。麻煩你了。
顧客：好。我的名字是Annie Lewis，我繳付了20次脫毛療程的費用。
銷售員：明白。讓我輸入你的資料。Annie… L-e ...
顧客：Lewis，L-e-w-i-s。
銷售員：明白。謝謝，Lewis小姐。對，根據我們的記錄，你購買了20次的療程。
顧客：但它們沒有用，我已說過！
銷售員：很抱歉，Lewis小姐。讓我查看你的記錄。你已進行了14次的療程。所以，你的意思是甚麼？你指全部都沒用？
顧客：我最初接受的一款激光很見效，但在我第11次療程時轉換到另一款激光，就再沒有效。
銷售員：明白。但是我們的記錄顯示你要求新的療程並簽署了更改協議。
顧客：雖然我簽了協議，但關鍵是我的毛髮在2週後再生長，在之前的2個月是沒有任何毛髮的！
銷售員：我明白，Lewis小姐。但有一點你需要理解，療程未必對每個人都有效，效果因人而異。看，在你簽了的合同上有明確列明的。
顧客：我當然明白，但情況也不應變差，所以我在兩次療程後，轉用了另一款激光。
銷售員：我認為這就是問題了，Lewis小姐。建議的做法是選用相同療程一段較長的時間，這樣才能看見效果。如果你不斷轉換療程，你的皮膚就無法適應……
顧客：那麼我現在應該怎樣？停止所有治療嗎？
銷售員：Lewis小姐，你需要的是對你有用的療程。最初幾次的療程都讓你滿意的，不是嗎？
顧客：可以這樣說。
銷售員：如果我們讓你用半價以第一種激光重做第11至第14次的療程。你認為怎樣？
顧客：好吧，這樣較好。那麼我需要付多少錢？
銷售員：讓我看看，50％的折扣，你只需要付$480。
顧客：還有，我不想每次都見一名新的美容師。
銷售員：沒問題，Lewis小姐。如果我親自跟進你的個案，並確保你每次都由同一位顧問提供服務，這樣好嗎？
顧客：那樣就好！
銷售員：非常感謝你，Lewis小姐。你能否簽署這份新合同，並且提交……