职场美语对话第26集：你不是认真的吧-投诉用词BBC English at Work Episode 26: You cannot be serious!

BBC白遥工作英语第 26 集: 你不是认真的吧！
投诉用词Narrator: 欢迎回到 Tip Top 贸易公司，大家看起来都有点儿不知所措。
Paul: …and we really need the best biscuits there are.
Denise: Yes, and I’ve made sure there’s tea and coffee…Paul: …and the carpets?
Denise: Uh?
Paul: …have they been cleaned?
Denise: Don’t panic Paul, all taken care of.
Narrator: 美国总部的大老板 Mr Socrates 突然到这里来，所以什么事情必须都得做好，不 能出错。
Anna, 你对他的印象如何？
Anna: Well, so far he seems OK.
A bit bossy, quite short and… a bit smelly.
Narrator: 他从美国飞了很久才过来。
你帮他订了五星遥的酒店，希望他能好好休息洗漱一 下。
Anna: I hope so!
(Phone rings) Oh, I had better get that.
Hello?
Ah hello Mr Socrates, did you sleep well?
Oh!
I see… I see… erm… well… oh, I don’t know… Tom said it was five-star… well… OK… goodb- Oh, he’s hung up.
Paul: Everything OK Anna?
You look a bit pale.
Anna: It was Mr Socrates.
He’s not happy.
Paul: Golly gosh, oh dear.
What’s the matter?
Anna: It’s his hotel room.
He doesn’t like it.
The bed’s too soft, too small and it’s a single room not a twin room.
Paul: Oh yes, he likes to have two beds in the room for some reason.
Anna: But Tom said he only likes a single bed in the room.
Paul: Really?
Oh no, he insists on a twin – something to do with business partners he says.
Anything else?
Anna: Yes.
He says he wanted freshly squeezed orange juice for breakfast, not the stuff out of a carton.
Denise: Anything else?
!
A view of Mount Everest perhaps?
Paul: Yes, thank you Denise.
Well, we really must sort this out.
We can’t afford to upset Mr Socrates.
Now, Anna, you chose this hotel, I really think you need to sort out this mess.
Anna: It was Tom’s suggestion…Paul: Just sort it, quickly.
Oh golly gosh.
Narrator: Uh oh Anna.
你得去投诉了，不过说什么好呢？
Anna: Oh.
.
.
I don’t know.
I’m not very good at complaining.
Narrator: Well, Anna, 保持平静，要有礼貌的告诉酒店你的不满。
你可以说： I’m very disappointed with your service.
你们的服务让我非常失望。
The standard of service is not good enough.
服务质量遥不够标准。
The room I booked did not meet my expectations.
我订的房间和我的期望相 差太远了。
Anna, 祝你投诉遥！
Anna: OK.
Here goes.
(Dialling phone and ringing)Receptionist: Hello.
Royal Imperial Hotel.
Anna: Erm.
.
.
hello… I want to… I want to complain.
Receptionist: Really?
About what exactly?
Anna: Your hotel.
Well, I mean, a room I booked for my boss.
Room 101.
I’m very disappointed with your service.
Receptionist: And why’s that then?
Anna: Well, the room isn’t like the one I booked.
It’s not good enough.
Receptionist: Hmm.
Let’s have a look at that booking… Well, your boss got a bed… and breakfast too… a continental breakfast in fact.
Anna: But the room just didn’t meet his expectations… hello?
Denise: Give me the phone Anna, I’ll deal with this.
Now hello Miss…?
Receptionist: Miss Fit.
Denise: Miss Fit?
!
This is the office assis- I mean Manager here.
This isn’t good enough.
My colleague has made it quite clear that the room did not meet our requirements and I would like you to resolve this matter as quickly as possible or I will have to cancel our reservation.
Receptionist: Sadly, we have no other twin rooms available and anyway…Denise: OK, I’d like to speak to your manager please.
Really!
Narrator: Denise 还是有经验的。
她肯定碰到过这种情况， 不过找经理投诉能解决问题 吗？
让我们来复习一下投诉时能用得上的表达： I’m very disappointed with your service.
The standard of service is not good enough.
The room I booked did not meet my expectations.
要求解决问题，你可以说： I would like this matter resolved as quickly as possible, 或者: I would like to cancel my reservation and get a full refund.
不知道 Denise 解决问题了吗？
Paul: So have you managed to sort out Mr Socrates?
Denise: Oh yes, Anna’s got him a new room.
Paul: Thanks Anna, I’ll let him know.
And what about the orange juice?
Anna: Errr…Denise: Freshly squeezed, every morning!
Paul: Oh golly gosh – that reminds me, we need some here in the office.
He’s going to be here any minute and he says he’s got some important news for us.
• Listening Challenge 听力挑战 Mr Socrates 要什么样的房间？
答案：一间双人房。