英语培训讲义

上海华敏物业管理有限公司1英语培训讲义培训对象：物业管理中心（处）客服部一、常用基本词汇部分：华敏·翰尊国际HuaminEmpirePlaza华敏世纪广场HuaminCenturySquare物业管理中心（处）propertymanagementcentre(office)大厦、幢、楼tower/building小区residentialarea(lot)延安西路Yan’anRoadWest楼层floor一楼thefirstfloor二楼thesecondfloor三楼thethirdfloor地下一层：basement1地下二层:basement2左left；右right;中middle;数字表达：1one;2two;3three;4four;5five;6six;7seven;8eight;9nine;10ten;11eleven;12twelve;13thirteen;14fourteen;15fifteen;16sixteen;17seventeen;18eighteen;19nineteen;20twenty;百hundred;千thousand;客户customer业主owner租户tenant第一业主/租户thefirstowner/tenant上任业主/租户thelastowner/tenant员工staff保安部securitydepartment安保人员securitypersonnel上海华敏物业管理有限公司2客服部customerservicedepartment客服人员servicestaff工程部engineeringdepartment先生Mr.（+姓）、Sir（统称）小姐Miss.（+姓）女士Ms.（+姓）、madam（统称）经理manager管理处主任director卫生间washingroom/toilet电梯elevator/lift楼梯stair货梯goodslift客梯guestslift自动扶梯escalator停车场parkingarea地下车库undergroundgarage车位parkinglot邮局postoffice办公室office家、房间house前台thereceptiondeskThefrontdesk会所club餐厅restaurant物业管理费managementservicefee电费chargesforpower帐单bill租金rental转租sublease找零smallchange合同/公约contract/agreement有偿服务paidservice保洁服务cleaningservice现金cash支票check发票invoice收据receipt伪钞forgedbanknote投诉complaint签收sign(v.)signature(n.)打印/复印print/copier二次装修thesecondfitting-up上海华敏物业管理有限公司3空调air-condition灯light,lamp水管waterpipe龙头cock天花板ceiling门禁dooralarm灯泡bulb二、常用基本短语和句型（一）问候语早上（下午、晚上）好，先生/夫人您好！（初次见面）很高兴见到您您好吗？我很好，谢谢，您呢？欢迎到我们大厦/小区祝您过得愉快！（二）答谢谢谢您（非常感谢）谢谢您的建议/信息/帮助/配合谢谢，您真客气。Goodmorning/afternoon/evening,sir/madamHowdoyoudo?Gladtomeetyou./Nicetomeetyou.Howareyou?Fine,thanks.Andyou?WelcometoourTower/Residentiallot.Haveagoodtime!Thankyou(verymuch)Thankyouforyouradvice/information/help/supportIt’sverykindofyou.上海华敏物业管理有限公司4不用谢很高兴为您服务乐意为您效劳没什么/没问题（三）道歉很抱歉对不起（用于打搅别人时）很抱歉，那是我的错。对不起，让您久等了。对不起，打扰您了。很抱歉告诉您...我为此道歉没关系算了吧（四）征询我能帮您什么？/有什么能为您效劳的？请稍等一下Youarewelcome./Notatall.It’smypleasure./Withpleasure.I’matyourservice.Noproblem.I’msorry.Excuseme.I’msorry.It’smyfault.Sorrytohavekeptyouwaiting.Sorrytointerruptyou.I’msorrytosay...Iapologizeforthis.That’sallright.Let’sforgetit.MayIhelpyou?/WhatcanIdoforyou?/IsthereanythingIcandoforyou?Justamoment,please.上海华敏物业管理有限公司5请问您要拜访哪家公司/户？麻烦您登记一下麻烦您能不能再说一遍？（五）指路上楼/下楼在三楼。对不起，请问盥洗室/电梯在哪儿？请这边走往左/右转沿此路直走就在那在那个角落（六）提醒请走好！请当心！请注意安全！请别遗忘您的东西。别担心。放心好了。请勿吸烟Whichunitdoyouwanttovisit?Pleasehavearegistration.Pardon,please.Goupstairs/downstairs.It’sonthethirdfloor.Excuseme,whereisthewashingroom/elevator?Thisway,please.Turnleft/right.Goalong/gostraight.Overthere.Onthecorner.Mindyourstep!Pleasebecareful./Takecare.Pleasedon’tleaveanythingbehind.Don’tworry.Takeiteasy.Pleasedon’tsmokehere.上海华敏物业管理有限公司6请勿停车请勿吐痰请勿搬动（七）告别再见等会儿见晚安明天见下周见再见，希望能再见到您。一路平安祝您旅途愉快！祝您好运！（八）祝贺祝贺您生日快乐新年快乐圣诞快乐节日快乐祝您成功Pleasedon’tparkhere.Pleasedon’tspithere.Pleasedon’tremove.Goodbye!SeeyoulaterGoodnightSeeyoutomorrow.Seeyounextweek.GoodbyeandhopetoseeyouagainHaveanicetrip!Wishyouapleasanttrip!Goodluck!CongratulationsHappybirthdayHappyNewYearMerryChristmasHaveaniceholiday!Wishyoueverysuccess!上海华敏物业管理有限公司7（九）电话用语（客户服务部）我找...我就是...我（您）能留个口信吗？请别挂断。对不起，他（她）现在不在。行，可以MayIspeakto...?Thisis...speaking.CanI（you）leaveamessage?Holdon,please.Sorry,he(she)isnotinhereatthemomentYes,ofcourse./Certainly三、常用情景对话1、前台电话受理报修（R:前台接待；C：客户）R:Goodmorning.ThisisHuaminProperty.CanIhelpyou?早上好，华敏物业，我能为您做什么？C:Goodmorning.Thereissomethingwrongwiththewaterpipeinmyroom.Itgetsclogged.IwonderwhatIshalldo?早上好，我家的水管堵塞了，我应该怎么办？R:Don’tbeworriedaboutthat,sir.I’llcallthemaintenancedepartmentatonceandaskthemtorepairitassoonaspossible.不用着急，先生。我会通知工程部尽快赶到您家/单元。C:Ok,anditisurgent.上海华敏物业管理有限公司8好的，不过这事情很紧急的。R:Canyougivemeyournameplease,sir?先生您贵姓？C:Bellow.B-E-L-L-O-W.R:Whichunitnumber?您是哪个单元的？C:UnitEonthefifthfloor,EastBuilding.东楼5ER:Well,MayIknowyourtelephonenumber?请您留个电话。C:52381010R:Letmeconfirmyourmessage.YouareMr.Bellow,at52381010,UnitEonthefifthfloor,eastBuilding.AmIcorrect?让我在重复一遍您的信息，Bellow先生，东楼5E，电话是52381010C:Yes,thenIwillwaitforthem.Thankyou.没错，那我就等着了。谢谢你。R:Mypleasure.Ihopeitwillbefinequickly.不用谢，我想很快就能解决的。2、前台接听电话场景（R:前台接待；C：客户）第一个场景：上海华敏物业管理有限公司9R:Hello.ThisisHuaminProperty.MayIhelp?您好，华敏物业，我能为您做什么？C:Hello,thisisJohnSmith.I'dliketospeaktoMr.David,please.您好，我是约翰·史密斯，我想找戴维先生。R:I'msorry,theextensionisbusyrightnow.Willyoutrythecalllater/Wouldyoumindholding?很抱歉，他的电话占线，你能等会儿打过来吗？/你能等待一下吗？C:No,thanks.I'llcallhimintenminutes.Bye.不用，谢谢了，我十分钟后打来，再见。R:Bye.再见第二个场景：R:Goodmorning.ThisisHuaminProperty.MayIhelpyou?早上好，华敏物业，我能帮您什么吗？C:Goodmorning.ThisisMr.Huang.I'dliketospeaktoMr.Paul,yourgeneralmanager,please.早上好，我是黄先生，我要找你们总经理波尔先生。R:Justamoment,Iwillputitthroughtohissecretary(………）请稍等，我为您转接到秘书处。第三个场景：R:Goodmorning.ThisisHuaminProperty.CanIhelpyou?上海华敏物业管理有限公司10早上好，华敏物业，我能帮您什么？C:Goodmorning.MayIspeaktoJohnSmith,please?早上好，我找约翰·史密斯。R:Justaminute,Iwilltransfertohisextension.I'msorry,buthe'soutoftheofficeatthemoment.请稍等，我为您转接。很抱歉，他现在不在办公室。C:Whendoyouthinkhe'llbeback?他什么时候回来？R:Ihavenoidea.我不是很清楚。C;Well,mayIleaveamessage.好吧，那我留个口信吧。R:Pleasedo.好，请说。C:Pleasegethimtocallmeassoonaspossibleat66362707andthat'sWangBingspeaking.我是王兵，请他回来后尽快打电话给我，电话号码66362707；R:Letmeconfirmy