客户投诉

 　　Feifei: Hello! I’m Feifei and this is 6 Minute English, with me is Neil. How are you Neil?

　　Neil: Ah… tell you what, I’m going to write a very strong letter to the train company - it took 4 hours to get to work today.
　　Feifei: I know, it took me ages yesterday as well.
　　Neil: Well, it’s a good thing we’re looking at complaining in today’s programme! Whether you’re making a complaint or you’re dealing 1 with an unhappy customer, we’ll be looking at useful language and also some dos and don’ts, but first I have a question for you Feifei -
　　Feifei: Go on then…
　　Neil: What do you think more people complain about? Is it transport or shopping?
　　Feifei: Based on what we just talked about, I’d go for transport.
　　Neil: Well, according to the UK website HowtoComplain.com, almost 17% of customer complaints in the UK are about transport and travel, compared with the shopping and retail 2 sector 3 which receives about 25% of complaints. So Feifei you were absolutely wrong about that one, I’m afraid.
　　Feifei: That can’t be true!
　　Neil: Now, if you want to complain about something in English, it always helps to know the right thing to say. And if I’m not mistaken -
　　Neil/ FF: It’s Business Betty!
　　BB: Hello!
　　Feifei: Hello Business Betty, can you give us some tips on complaining in English?
　　BB: Of course! Whether you’re complaining or dealing with a complaint, it’s important to be polite, calm and clear. Let’s look at the customer’s complaint first. Imagine you own a clothes shop and you’re unhappy about some t-shirts you’ve just bought. You’re talking to the supplier about it. First of all, be clear that you have a complaint. Say "I’m afraid I’ve got a complaint."
　　Feifei: I’m afraid I’ve got a complaint.
　　BB: Or you can say "Actually, there’s a problem."
　　Feifei: Actually, there’s a problem.
　　BB: Well done Feifei. Next, state exactly what the problem is. What’s the problem, Feifei?
　　Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.
　　BB: Next, say how you want the problem to be fixed 4.
　　Feifei: Can you get the right ones over to us by the end of the week?
　　BB: Good! Try saying that one another way:
　　Feifei: Look, I really need the blue t-shirts as soon as possible.
　　BB: Well done Feifei. And remember to be polite!
　　Feifei: I will. Thanks for your help, Betty.
　　BB: You’re welcome.
　　Feifei: Neil, I feel a role-play coming on.
　　Neil: So do I. Of course, today it’s my turn to be the boss.
　　Feifei: But I’m afraid there isn’t a boss in this role-play…
　　Neil: Awwwww….typical!
　　Feifei: But you can be the customer service representative if you like. I’m a client 5 who isn’t happy with your company’s service, and you have to deal with my complaint. Okay?
　　Neil: OK I think I’ll be good at that. Shall we start?
　　Feifei: Let’s go!
　　Role-play
　　Feifei: Ring ring, ring ring…
　　Neil: Hello?
　　Feifei: Good morning, my name is Feifei from Feifei’s Fashions and I’m afraid I’ve got a complaint.
　　Neil: Oh yeah? You are not the only one.
　　Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.
　　Neil: Oh yeah? It happens all the time, that’s life eh…
　　Feifei: Look, I really need the blue t-shirts as soon as possible.
　　Neil: Hmm yeah, OK I’ll tell someone, alright? Bye!
　　Feifei: Err 6, just a minute - Hello? Hello!
　　Neil: Ooh that was good. How was it for you?
　　Feifei: Hmmm… well, I think we need to ask Business Betty for some feedback 7.
　　Neil: OK - Business Betty, how did we do??
　　BB: Well. Feifei - you were great and you did everything I told you. But Neil: we need to work on your customer service skills. When a customer has a complaint, take it seriously! Find out what the problem is:
　　Neil: I see, what exactly is the problem?
　　BB: If there is a problem, apologise.
　　Neil: I’m so sorry about that.
　　BB: Investigate the problem.
　　Neil: Let me check your order.
　　BB: Say what you’re doing to solve the problem.
　　Neil: I’ll get the correct order sent to you by the end of today.
　　BB: And be polite!
　　Neil: Thanks for calling.
　　BB: So, Neil, do you think that will help?
　　Neil: I think that should do nicely. Thanks Betty.
　　BB: You’re welcome. And if there’s nothing else, I’ll be leaving now. Bye!
　　Neil / FF: Bye!
　　Neil: Shall we have another go at the role-play?
　　Feifei: I think we, or should I say you, need to.
　　Role-play
　　Feifei: Ring ring, ring ring…
　　Neil: Hello?
　　Feifei: Good morning, I’m calling from Feifei’s fashions and I’m afraid I’ve got a complaint.
　　Neil: I see, what exactly is the problem?
　　Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.
　　Neil: I’m so sorry about that. Let me check your order.
　　Feifei: Look, I need the blue t-shirts as soon as possible.
　　Neil: Yes of course, I’ll get the correct order sent to you by the end of today.
　　Feifei: Thanks for your help.
　　Neil: Thank you for calling.
　　Neil: And that’s the end of today’s role-play!
　　Feifei: That was better: I think I even believe you might send me the right t-shirts this time.
　　Neil: Of course I will. Anyway, it wasn’t my fault, somebody else sent the wrong
　　t-shirts, I never ever get anything wrong, you know that…
　　Feifei: That’s it for today Neil! But we’ll be back soon, and we hope you don’t feel like complaining about that! Join us again for more 6 Minute English! Bye!
　　Neil: Stop your moaning 8, bye!




点击收听单词发音  






1
dealing

  
 


n.经商方法，待人态度


参考例句：





This store has an excellent reputation for fair dealing.该商店因买卖公道而享有极高的声誉。
His fair dealing earned our confidence.他的诚实的行为获得我们的信任。












2
retail

  
 


v./n.零售；adv.以零售价格


参考例句：





In this shop they retail tobacco and sweets.这家铺子零售香烟和糖果。
These shoes retail at 10 yuan a pair.这些鞋子零卖10元一双。












3
sector

  
 


n.部门，部分；防御地段，防区；扇形


参考例句：





The export sector will aid the economic recovery. 出口产业将促进经济复苏。
The enemy have attacked the British sector.敌人已进攻英国防区。












4
fixed

  
 


adj.固定的，不变的，准备好的；(计算机)固定的


参考例句：





Have you two fixed on a date for the wedding yet?你们俩选定婚期了吗？
Once the aim is fixed,we should not change it arbitrarily.目标一旦确定，我们就不应该随意改变。












5
client

  
 


n.委托人，当事人，顾客


参考例句：





She can't come to the telephone;she's serving a client.她不能来接电话，她正在接待一位顾客。
The lawyer produced a clever defence of his client.律师机智地为委托人辩护。












6
err

  
 


vi.犯错误，出差错


参考例句：





He did not err by a hair's breadth in his calculation.他的计算结果一丝不差。
The arrows err not from their aim.箭无虚发。












7
feedback

  
 


n.回授，反馈，反应


参考例句：





I was getting great feedback from my boss.老板对我的评价很高。
You need feedback to monitor progress.你需要利用反馈信息来监控进展。












8
moaning

  
 


v.呻吟，悲叹( moan的现在分词 )；抱怨；发出萧萧声


参考例句：





They were moaning over the death of their father. 他们正在哀悼他们的父亲。 来自《简明英汉词典》
She's always moaning that she has too much work to do. 她总是抱怨她有太多的事要做。 来自《简明英汉词典》