甜品店柜台:拿错了坚果过敏客人的单,道歉、重做、给补偿

甜品店柜台Claire · 英国口音 Ben · 英国口音

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。

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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:

  1. 道歉换餐
  2. 重做咖啡
  3. 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。

Claire

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

Ben

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

Claire

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
Claire

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

Ben

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
Ben

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

Claire

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
Claire

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

Ben

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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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。
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2026-11-01 更新。发现错误,写信到 hello@kaikouqian.com。

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