基于《懂你英语》：Level 4 Unit 3 Part 4 Dialog-Hotel Complaint
今天的主题是：Complaint the Right Way to Get Results 投诉有门
There two things we're going to cover are:
1.how to make complaints.
如何投诉
2.how to respond to complains.
如何应对投诉
Part 1：如何投诉
1.1 face to face or on the phone
当面投诉或者电话投诉
投诉要找对人：
To make complaints,you need to talk to the right person.
If you are going to miss a flight,and you yell at a random flight attendant,it will only compound the situation.
To compound something means to make something bad even worse.
Take some time to think of who can offer you help and where to find them.
投诉要早：
The sooner you complain,the better your chances are for a satisfactory result.
钱财问题要及时解决：
Especially in cases with billing disputes,you have to complain within a reasonable time to get a settlement.
The refund policy of many stores allows you to return items within seven days.
问题的严重性要阐明：
We're really tired and we would like to get some rest as soon as possible.
Both of our kids have asthma,so the smell of smoke can cause breathing problems.
陈诉问题时，要管理好情绪：
Bbe calm,have good body language and be patient.
get steamed up = 爆发
It will do no good to let your emotions get in the way.
注意肢体语言：
Mind your body language.
Even if you are talking to the person on the phone,posture matters,because your emtions can be influenced by your posture and gestures.
耐心等待解决方案：
Ppatiently wait for a solution.
A settlement takes time to be put into place.
It only strengthens our enemies if we still opt for the friendly approach.
"Opt for something" = 选择
For example:
I opted for an aisle seat when I made my flight reservation.
对欺软怕硬的人，要直奔主题：
Get straight to the point instead of playing nice.
问题解决后，别忘了表达感谢：
Thanks,I really appreciate your help.
1.2 书面投诉
The other way to make a complaint is to write the issue down.
1.将细节罗列清楚
First,you need to write down your concerns in detail.
You need to state two things clearly-what exactly your problem is and what you want done.
The person reading your letter may not be responsible for your problem. But they could be helpful in resolving it.
2.如有相关证明，可以提供：
If you have any relevant documents,include copies of htem.
You may have notes from conversations you've had with company managment.
For example:
Please find attached the file we discussed,along with a copy of the product's guarantee and Information regarding the serial number.
信的最后不要忘了表示感谢：
Don't forget to show your gratitude at the very end of your complaint letter.
If sending a letter to the comany doesn't resove the problem,consider getting in touch with a human rights group.
社交媒体也是一种投诉的途径：
If your problem still remains unsolved,you can post it on social media.
Try to contact the company before using this method since the impact could be huge.
For instance,many travel services provider Ctrips has have been secretly charging extra for bookings.
sneaky = 鬼鬼祟祟
For example:
"Bundled charges" is a sneaky practice of the online platform to charge extra by default in the booking process.
Part 2：如何应对投诉
Step 1:Smile.
Whether it's online or on the phone,keep smilling because the person can feel your smile. This will help them relax and listen to what you have to say much easier.
The hotel staff member is being polite and understanding.
Step 2:Write down the complaints and show your empathy.
Taking notes shows respect and your empathy can be shown by repeating the complaints.
角色转换第一步：表示理解
First,express your understanding.
Yes,I understand your concern.
角色转换的第二步：重复对方说的话
Second,repeat the person's words.
Step 3:Explain to the person in a gentle tone.
In many issues,people don't get the settlement they want. You may have difficulty resolving the complaint.
Step 4:Offer solutions.
After the person finishes talking and calms down,try to offer more than one solution. Don't make the person feel that he or she has no other choices.
解决不了的问题，让领导出面：
If you'll excuse me,I'll speak with my manager.
最后给对方一个承诺一个时间：
It's best to guarantee a resolution within a certain time period.
Step 5:Send gratitude.
The same rule applies to the one responding to the complaints as well. As the one who's responsible for taking care of the problem,you shoud apologize again and express your gratitude.
表达感谢的三步骤：
1.Express your gratitude and apologize.
2.Show your willingness to offer further assistance.
3.Send your best wishes.
However,sometimes people make complaints which are invalid.
Even if you'r not responsible for the problem,you still need to be patient. And show your understanding after carefully explaining the situation to the person.
Seek to understand the person.
In this case,the person knows that you can't be of any help but it does not help relieve their frustration or anger. So it's best that your try to understand the person sincerely.
