甜品店柜台:拿错了坚果过敏客人的单,道歉、重做、给补偿
点「看一看」,Claire 和 Ben 就在这里把这一场演一遍;轮到你开口的 3 个地方会停下来,给你看要说的意思和三种说法。
AI角色、对话和声音都由 AI 生成,只用于练习。
这一场在哪里,发生了什么?
周日下午三点,伦敦一家小甜品店的点单柜台,店里客人不少
你是这家甜品店的柜台店员。客人 Claire 点的是不含坚果的柠檬挞和燕麦奶拿铁,你却端给她榛子巧克力蛋糕和普通牛奶拿铁。她对坚果过敏,差点吃下去,现在和朋友 Ben 一起回到柜台来找你。
和谁对话?
- Claire
- 英国口音。客人,对坚果过敏,有点生气但还算克制
- Ben
- 英国口音。Claire 的朋友,帮她说话,赶火车所以催快一点
你要做到什么?
当面诚恳道歉,确认她没吃,马上换成不含坚果的柠檬挞;说清燕麦奶拿铁重做要多久、会亲自送过去;两样今天免单,再送一张下次用的免费饮品券。
这一场轮到你开口 3 次:
- 道歉换餐
- 重做咖啡
- 给补偿
全文:这一场怎么说?
中英对照,不用注册。每一句都能点「听」,录音就是 App 里这一场的录音,只有角色的台词。轮到你的地方,写着你想说的意思、三种说法和值得记住的说法:能说清是短句,先保证对方听懂;自然是同事平时会说的;高密度更紧凑、信息更多。
Excuse me? This isn't what I ordered. I asked for the lemon tart and an oat milk latte.
不好意思?这不是我点的。我点的是柠檬挞和燕麦奶拿铁。
听懂:lemon tart 柠檬挞 · oat milk latte 燕麦奶拿铁
That's a chocolate hazelnut cake. She's allergic to nuts. She'd already picked up her fork.
这是榛子巧克力蛋糕。她对坚果过敏,叉子都已经拿起来了。
听懂:hazelnut 榛子 · allergic to nuts 对坚果过敏
I really can't have anything with nuts in it. So what happens now?
我真的一点坚果都不能碰。那现在怎么办?
听懂:can't have anything with nuts in it 任何含坚果的东西都不能吃
轮到你:道歉换餐
诚恳道歉、承认是自己拿错单,确认她没吃,马上换成单独存放、不含坚果的柠檬挞。
你想说的意思:真的很抱歉,是我把单子拿错了,您没吃吧?马上给您换柠檬挞,它是单独放的,不含坚果。
- 能说清I'm so sorry. I mixed up the orders. Did you eat any? I'll get your lemon tart now. It's stored separately. It has no nuts.
- 自然I'm really sorry, I mixed up the orders. You didn't eat any, did you? I'll swap it for the lemon tart right away. It's stored separately, so there are no nuts.
- 高密度I'm so sorry, that's completely my fault, I mixed up the orders. You didn't have any, did you? Let me swap it for the lemon tart right away. It's stored separately, so it's totally nut-free.
| 值得记住的说法 | 中文 |
|---|---|
| I mixed up the orders | 我把单子弄混了主动认错,比 There was a mistake 更有担当 |
| swap it for … | 把它换成……店里换东西最常用的说法 |
| stored separately | 单独存放说过敏原安全时很关键 |
No, luckily I didn't take a bite. Thanks for sorting that out.
没有,幸好还没咬下去。谢谢你处理。
听懂:take a bite 咬一口 · sorting that out 把这事处理好
And the coffee? That's normal milk, isn't it? We've got a train at half four.
那咖啡呢?那是普通牛奶的吧?我们四点半还要赶火车。
听懂:normal milk 普通牛奶 · half four 四点半(英式说法)
轮到你:重做咖啡
说明燕麦奶拿铁马上重做、大约要等多久,做好后亲自送到他们桌上。
你想说的意思:燕麦奶拿铁我马上重做,大约 5 分钟,做好了我亲自送到您桌上。
- 能说清Yes, sorry. I'll remake the oat milk latte. It takes about five minutes. I'll bring it to your table.
- 自然Yes, I'll remake the oat milk latte now. Give me about five minutes, and I'll bring it over to your table myself.
- 高密度I'll remake the oat milk latte straight away. Give me about five minutes, and I'll bring it over to your table myself, so you don't have to wait here.
| 值得记住的说法 | 中文 |
|---|---|
| remake … | 重做……做错单时常说 remake your drink |
| Give me about five minutes | 给我大概五分钟比 Please wait 更主动、更口语 |
| bring it over to your table myself | 我亲自送到您桌上myself 显得有诚意 |
Right, okay. That should still work for us.
行,好吧。这样我们应该还来得及。
听懂:That should still work for us 这样我们还来得及
Honestly, though, I nearly ate that cake. That's quite scary for me. It really shouldn't happen.
不过说实话,我差点就吃了那块蛋糕。这对我来说挺吓人的。真的不该发生。
听懂:quite scary 挺吓人的 · It really shouldn't happen 这种事真不该发生
轮到你:给补偿
认同她的感受,再次道歉;告诉她这两样今天免单,再送一张下次用的免费饮品券。
你想说的意思:您说得对,真的很抱歉。这两样今天免单,再送您一张下次用的免费饮品券。
- 能说清You're right, I'm sorry. These two are on the house today. Here's a voucher for a free drink, for next time.
- 自然You're right, and I'm really sorry. Both items are on the house today, and here's a voucher for a free drink on your next visit.
- 高密度You're absolutely right, and I'm really sorry. Both items are on the house today, and please take this voucher for a free drink on your next visit.
| 值得记住的说法 | 中文 |
|---|---|
| on the house | 免费、店里请客餐厅咖啡店常用,比 free 更客气 |
| a voucher for a free drink | 一张免费饮品券 |
| on your next visit | 您下次来的时候比 next time 更正式、更像店员说的话 |
That's kind, thank you. Just please double-check allergy orders from now on.
你们挺好的,谢谢。只是以后过敏的单子请多核对一下。
听懂:double-check 再核对一遍 · allergy orders 有过敏要求的单子
Cheers. We'll grab that table by the window, then.
谢了。那我们就坐窗边那张桌子。
听懂:Cheers 谢了(英式口语) · grab that table 占那张桌子
没听清、卡住时怎么接?
这一场准备的救场的话:没听清、一时想不起词,先用一句接住,再想内容。
| 英文 | 中文 |
|---|---|
| Sorry, could you say that again? | 抱歉,能再说一遍吗 |
| Let me check that for you right now. | 我马上帮您确认一下 |
| Give me one second, please. | 请稍等一下 |
| Just to make sure, you didn't eat any? | 确认一下,您没吃吧? |
在开口前练这一场
读过一遍,再开口说一遍:在开口前打开这一场,Claire 和 Ben 用各自的口音说话,轮到你时停下来等你开口,不限时间;想不起来,提示先给首字母,再给英文说法,最后才给中文。
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还可以练哪些场景?
- 奶茶店柜台:帮第一次来的客人点单,推荐招牌英国、尼日利亚口音
- 酒店早餐厅:客人嫌咖啡凉,道歉、换热的、送补偿英国、爱尔兰口音
- 酒店前台:海景房超订,道歉、给方案、办好入住德国口音
- 中餐馆:客人投诉牛肉面太咸,道歉处理并请经理补偿加拿大、菲律宾口音
- 伦敦餐厅:问清客人的花生过敏,去后厨确认能吃的菜英国、西班牙口音
- 酒店前台夜班:安抚晚到的客人,换房并给补偿美国口音
这页是怎么写的?
- 内容来源
- 开口前 App 里的练习场景「甜品店柜台:拿错了坚果过敏客人的单,道歉、重做、给补偿」:情境、角色、全文、三种说法和救场的话都是 App 里的原文,录音是 App 里这一场的录音。人名和情节是虚构的。
- AI 的使用
- 角色、对话和声音都由 AI 生成。
- 更新记录
- 2026-11-01 更新。发现错误,写信到 hello@kaikouqian.com。