Bob给一家软件公司客户服务热线打电话，接电话的是Gloria. 大家注意听客户服务一上来该怎样说。

Gloria: Good afternoon and thank you forcalling GlobalCom's customer hotline. My name is Gloria...how can I be ofassistance?

Bob: Hi Gloria. My name is Bob Johnson andI'm calling from New York. My company ordered six packs of Pro 7 designsoftware from your firm, but it has now been a week past the date the itemswere expected to arrive!

G: Okay sir...do you have the tracking numberwe sent you by e-mail when you first made the order?

B: Yes I do, and I also have the ordernumber. The tracking number is S-317 and the original order number was 81635K.

Gloria 接起电话先自我介绍，然后问How can I be of assistance? 有什么可以为您效劳的。原来是Bob的公司订购了一批软件本来应该一个星期以前到，但是到现在还不见踪影。Gloria向Bob索取订货时收到的tracking number跟单号码。Bob把订货号码order number和跟单号码都告诉了Gloria.

G: Okay, please wait one second while I tryto find your order. Alright, I found your order number. Let me confirm theitems with you here again: your order was for six packs of Pro 7 designsoftware, correct?

B: Yes, that's correct.

G: Well, it says here that the order wascanceled. The items were scheduled to be shipped, but for some reason, alast-minute notation indicates the customer asked to cancel.

B: Well, I'm the customer and I certainlydidn't ask to cancel. These software packets are very important to our company.We were scheduled to begin operations of a new design department, but becausethe items haven't arrived, I've got 10 designers sitting around with nothing todo!

Gloria查询后发现，The order was canceled. 订货取消了。Bob表示不可能，他向Gloria抱怨说，公司新的设计部就等着这批软件开工，如今可好，软件没按时到，害得十个设计师干待着没事干。Gloria 说：

G: I apologize for the mix-up, sir. Wouldyou like me to reschedule a shipping date?

B: Yes, but I think there really should besome form of compensation for this error. I was reading the fine print in yourcustomer contract and it says that if items don't arrive within the scheduledtime compensation will be paid.

G: Yes, normally that would be the case,but because the items were canceled we can't be held liable.

B: I don't mean to sound rude, Gloria, butthe order was not canceled. Can you produce any evidence to indicate that wesent a message asking for a cancellation?

Gloria对订单出了误会表示抱歉，在这里，mix-up是误会，混乱的意思。Bob觉得，订购的软件没按时到，商家应该赔偿，这在the fine printin the customer contract 购货合同上写得明明白白。Gloria辩解说，一般情况下是这样，Normallythat would be the case. 但是订单被取消，就不是他们的责任了，We can't be held liable. be held liable 是被要求负责的意思。Bob据理力争，让Gloria拿出证据来，证明订单确实是Bob所在公司要求取消的。Gloria 能拿得出来证据吗？我们下次继续听。