bbc english at work episode 26: you cannot be serious!
bbc白领工作英语第 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。你帮他订了五星级的酒店，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. 服务质量明显不够标准。 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, 祝你投诉成功！
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。