難堪的窘境
Dear all,
致各位同仁：
This memo responds to the points raised by Joanne Lim in the memo dated August 24, with the subject: Guidelines on Customer Service.
這則備忘錄是針對林喬安於8月24日提出的要點（其標題為「客服指導原則」）作出回應。
raise(v.)表達;提出raise doubts=表達疑慮date(v.)註明日期
I agree with each of the points regarding protocol on answering calls from customers.
我認同接聽客服電話的相關規程，
protocol(n.)禮節;公約;規程;協定diplomatic protocol=外交禮儀greenhouse gases protocol=減少溫室氣體排放的公約
They are all valid guidelines that will indeed help to improve our service.
這些的要點確實有助於提升客服水平。
valid(adj.)有根據的;令人信服的;合理的;確鑿的
With that in mind, I would like to make some additions to the points stated in the guidelines.
不過，除了指導原則上註明的要點，我想另外補充幾個注意事項。
addition(n.)添加(的人事物);增加
First of all, we need proper handling of eventualities in which we receive complaints or criticism.
首先，我們得針對客訴或批評等事件制定應對機制。
handling(n.)應對或處理(方式)eventuality(n.)可能發生的事或結果(尤指不愉快的)criticism(n.)批評
While some of the comments can be scarcely constructive, try to dig deeper into the issue customers have raised without stooping to the abrasive language they tend to use.
儘管有些評論不具建設性，但請試著深入了解顧客提出的問題，過程中不必向他們慣用的惡語低頭屈膝。
scarcely(adv.)幾乎不constructive(adj.)具有建設性的dig deep into sth.=深入挖掘或探究stoop to=卑鄙或淪落到…地步abrasive(adj.)無禮的;不友善的
Handling complaints with care is important as we should seek to soothe our irate customers and provide help.
小心謹慎地處理客訴是很重要的，因為我們應該設法安撫顧客惱怒的情緒並提供協助。
soothe(v.)安撫;緩解irate(adj.)非常憤怒的
You might be curious as to what prompted them to make those comments.
你或許想知道是什麼原因促使他們做出那樣的評論，
as to=aboutprompt sb. to do sth.=促使某人做某事
This is where “May I ask why that is?” comes in handy.
這時候「我能否了解為何您會這麼想」這句話便能派上用場，
come in handy=有用的;派上用場
Ask for additional feedback so as to identify customer needs and take positive steps.
你得進一步詢問反饋釐清顧客需求才能採取積極作為。
feedback(n.)回饋意見so as to=in order toidentify(v.)辨別;辨認
In addition, never respond with “I’m so sorry, I’m new,” or “Sorry, I’ve never been asked that before,” as well as any variant of these phrases.
此外，請勿回覆「對不起，我是新來的」或是「抱歉，沒人問過我這個問題」以及其他類似的句子。
variant(n.)變體;變形;變種
Not knowing the answer to a question is a difficult scenario for anyone to be in.
不知道問題的答案對任何人而言都是難堪的窘境。
scenario(n.)設想的情境worst-case scenario=最糟的情況
Instead, you can keep the focus on what can be done to get the question answered.
你不妨把焦點放在如何為顧客解答疑惑。
focus(n.)焦點
It would be a smart move to use phrases like “Great question. I’ll find that out for you.”
說「這是個好問題，我會為您查詢」才是明智的做法。
Thank you for your attention to this matter. Let’s continue to work together to move this company forward.
感謝各位留意此事。讓我們一同繼續努力，推動公司向前邁進。
move sth. forward=把…往前移動move the date forward=把日期提早
Regards,
致上問候
Edward Harris
愛德華·哈里斯