Revision复习情景1取款机无法正常出钞，客户银行卡上的余额却相应减少，客户感到不满或焦虑，你向客户解释其资金安全性并取得客户的理解。1）WhentheCardisStuckDialog1DutyManager:MCustomer:CExampleone:M:Excuseme,whatcanIdoforyou?C:Hi,mycreditcardis（stuck）intheATM,couldyouhelpmegetitout?M:YourcardisstuckinwhichATM?Andwhen?C:Lastnightintheoneoutsidethisbranch.M:OK,wouldyoupleaseshowmeyourpassportandyourATMreceipt?C:Hereyouare.M:Iwillhandleit,pleasewaitamoment.C:OK.M:Isthisyourcard?C:Right,it’smine.M:Signyournamehereplease.OK,hereisyourcardand（passport）.C:Thankyouverymuch.M:You’rewelcome.Goodbye.C:Goodbye.Exampletwo:M:Hello,canIhelpyou?C:Hi,mycardwasretained（保持；保留）intheATMoutside.Canyouhelpme?M:Letmeseewhattheproblemis.Iwillcalltheauthorization（授权）center,pleasewaitforawhile.C:OK.M:(Amomentlater)Sorrysir,thereissomeproblemwiththiscard,andourbankhaveto（keepitforawhile）.C:Whatistheproblem?M:Iamafraidthisistheorderfromthe（authorizationcenter）,whichhascontactedyourcardissuingorganization.（发卡机构）C:Fine,ifIwon’twithdrawwiththiscard.Couldyoureturnthecardtome?M:Sorrysir.Cardswithsuspicious（值得怀疑的）transactionsshouldbekeptbythebankandatthedisposal（处理，处置）oftheissuingbankaccordingtothecommonpractice（惯例）ofinternationalcreditcardorganization.（国际信用卡机构）Your（cooperation）willbeappreciated.C:OK.ItseemsthatIhavenochoice.M:Wouldyoupleaseshowmeyourpassport?C:Hereyouare.M:Pleasesignhere.Thankyou.Pleasecontactyour（issuingbank）ifyouwouldliketoknowmoreaboutthismatter.M:Iwill.Thankyou.Good-bye.C:Good-bye.情景2客户的信用卡被ATM机吞掉了，你向客户耐心解释并及时有效处理问题。WhentheATMisNotWorkingProbablyDialog1M:Goodmorning,Sir,whatcanIdoforyou?C:Ohyes,whenIwastryingto(withdrawsomemoneyfrom)thatATMjustnow,nomoneycameoutandthemachineonlyreturnedmethecardandthis(receipt),whatshouldIdonow?M:Don’tworryplease!Letmecheckitforyouimmediately.(Afterlookingatthereceipt)Oh,Isee,itisbecauseyour(withdrawaltransactionjustfailed)forsomereason.Youseetheword“REJECTED”（拒绝）printedhere?C:Really?Letmetakealook.Ohyes,youareright.Iwastoohurriedtoreaditcarefully.I’msorryforit.