對服務不滿意，如何用英語投訴？
In English complaining can be problematic, particularly in British English where we are very concerned with being polite and not offending anybody. I know it sounds silly, but it’s true, even when complaining we want to be as polite as possible and not make people angry!
在英語中抱怨是有問題的，特別是在英國英語中，我們非常注重禮貌，不冒犯任何人。我知道這聽起來很傻，但這是真的，即使在抱怨的時候，我們也希望儘可能有禮貌，不要惹人生氣！
Complaining is an art!
投訴是一門藝術！
So, here we are going to examine a few different situations when complaints would be necessary and also the vocabulary that would be needed to complain correctly.
因此，在這裏，我們將研究一些不同的情況，當投訴是必要的，也需要的詞彙，投訴正確。
Before we start…
在我們開始之前…
Vocabulary for complaining
投訴的詞彙
Getting Attention
引起注意
Excuse me…
對不起...
Pardon me…
抱歉...
I have a complaint…
我有個投訴…
Sorry to bother you but…
很抱歉打擾你，但是…
I’m sorry to say…
我很抱歉地説…
Expressing opinion
表達觀點
I’m afraid there’s a problem…
恐怕有個問題…
I’m angry about…
我很生氣…
I’m really not happy…
我真的不高興…
There’s a slight problem with…
有個小問題…
Making the complaint
做投訴
I would like/I want…
我想要...
to lodge a complaint
提出申訴
to make a complaint
做投訴
to report an issue
報告問題
to give you some feedback
給你一些反饋
to inform you
通知你
Let’s start!!
讓我們開始吧！！！
Complaining in a Restaurant
餐廳投訴
In a restaurant there can be a lot of things to complain about.
在餐館裏有很多事情可以抱怨。
Possible reasons to complain in a restaurant
在餐館抱怨的可能原因
Dirty cutlery: when your knife and fork or eating utensils are not clean or healthy to use.
髒餐具：當你的刀叉或餐具不乾淨或不健康時使用。
Cold food: When your food has not been cooked for the correct aMount of time and is cold.
冷食：當你的食物在正確的時間內沒有煮熟並且是冷的。
Uncooked and dangerous food: When your food could damage your health and maybe even kill you!
生的和危險的食物：當你的食物可能損害你的健康，甚至可能殺死你！
A long waiting time: When you have to wait hours for your food.
漫長的等待時間：當你必須等上幾個小時才能得到食物的時候。
Bad service: If the people that work in the restaurant are rude or unfriendly to you.
糟糕的服務：如果在餐館工作的人對你粗魯或不友好。
So how do you complain about these issues without drawing too much attention from other customers in the restaurant?
那麼，如何在不引起餐廳其他顧客太多注意的情況下投訴這些問題呢？
Let’s look at a practice dialogue:
讓我們來看看練習對話：
CUSTOMER: EXCUSE ME!
顧客：對不起！
It’s important to be polite and say excuse me rather than saying Come here! or clicking your fingers. The last two are extremely impolite.
很重要的是要有禮貌地説對不起，而不是説過來！或者用手指敲擊。最後兩個是非常不禮貌的。
Even saying Excuse me, waiter Is seen as impolite because you are implying that because he/she is a waiter/waitress, they are not as important as you. It’s better to just say excuse me when the waiter/waitress is near the table.
即使説對不起，服務員也會被認為是不禮貌的，因為你是在暗示，因為他/她是服務員，所以他們沒有你重要。服務員/女服務員在桌子旁邊時，最好説聲對不起。
WAITER: YES SIR, HOW CAN I HELP YOU?
服務員：是的，先生，有什麼需要幫忙的嗎？
CUSTOMER: I DON’T WANT TO MAKE A SCENE BUT THERE’S A FLY IN MY SOUP.
顧客：我不想吵架，但我湯裏有隻蒼蠅。
When you say I don’t want to make a scene it means that you don’t want to attract the attention of people around you and make them look at the table. We do this because the fly in the soup is probably not the fault of the waiter, but if you start shouting at him then he will be embarrassed in front of all the other customers.
當你説我不想製造一個場面，這意味着你不想吸引周圍人的注意力，讓他們看桌子。我們這樣做是因為湯裏的蒼蠅可能不是服務員的錯，但如果你開始對他大喊大叫，那麼他就會在所有其他顧客面前尷尬。
You can also say I hate to make a fuss as it means the same thing.
你也可以説我討厭大驚小怪，因為這意味着同樣的事情。
WAITER: I AM TERRIBLY SORRY! I WILL TAKE THE SOUP BACK TO THE KITCHEN AND GET YOU ANOTHER ONE.
服務員：非常抱歉！我會把湯帶回廚房再給你拿一份。
CUSTOMER: THANK YOU VERY MUCH.
顧客：非常感謝。
Now usually it is as simple as this, but if the waiter/waitress is rude and doesn’t respond to your polite complaint, don’t worry! Stay calm!
現在通常都是這樣簡單，但是如果服務生/女服務員粗魯無禮，沒有迴應你的禮貌投訴，別擔心！保持冷靜！
Here are some phrases for more extreme situations:
以下是一些更極端情況的短語：
I’d like to speak to a manager, please.
我想和經理談談。
This means that the waiter/waitress will have to go and get their manager to speak to you and deal with your complaint more professionally. It is the manager’s job to make sure that everything goes smoothly, so he/she may well be more receptive to your complaint.
這意味着服務生/女服務員必須去讓他們的經理和你談話，更專業地處理你的投訴。經理的工作是確保一切順利進行，因此他/她很可能更容易接受你的投訴。
I’m sorry, but this is unacceptable!
對不起，這是不能接受的！
A bit more extreme, this is something you can say if nobody is listening to your complaint or if they don’t believe your complaint! This is extremely rare but possible!
更極端的是，如果沒有人聽你的抱怨，或者他們不相信你的抱怨，你可以這樣説！這是非常罕見的，但有可能！
This food is not fit for a dog!
這種食物不適合狗吃！
CAUTION: This is very extreme, but if you are angry with the food that you have been offered but the manager disagrees with you, you can say this to show just how disappointed you are.
注意：這是非常極端的，但是如果你對提供給你的食物感到憤怒，但是經理不同意你的意見，你可以這樣説來表明你有多失望。
The phrase means that it would be bad to give the food to dogs, let alone humans!
這句話的意思是，把食物給狗吃是不好的，更不用説給人類了！
Another variation is: I wouldn’t feed this to my dog.
另一個變化是：我不會把這個餵給我的狗。
Complaining on the Phone
電話投訴
Everyone’s favourite job, complaining over the phone.
每個人最喜歡的工作，在電話裏抱怨。
Possible reasons to complain over the phone
在電話裏抱怨的可能原因
A faulty product
劣質產品
Poor customer service
很差的客户服務
You need an extended explanation about an issue.
你需要對一個問題作詳細的解釋。
It can be a good idea to complain over the phone as you get to speak to a real human (normally) and they can talk to you about an issue with more details than a leaflet or a computer programme, for example.
當你和一個真正的人（通常）交談時，在電話裏抱怨是個好主意，他們可以和你談論一個比傳單或電腦程序更詳細的問題。
However, this can also be very difficult as you are usually talking to staff that are trained to deal with complaints. Sometimes they don’t want to help you!
然而，這也可能是非常困難的，因為你通常是與受過處理投訴培訓的員工交談。有時候他們不想幫你！
The good thing about complaining over the phone is that the staff member usually has a vague script that they follow, so you can predict what they are going to say and prepare your responses appropriately.
在電話裏抱怨的好處是，工作人員通常會有一個模稜兩可的腳本，這樣你就可以預測他們要説什麼，並適當地準備你的回答。
When you complain in English over the phone, it might be a good idea to take some notes before you call. That way you will be ready for anything and you will be able to achieve the best outcome!
當你在電話裏用英語抱怨的時候，最好在打電話之前做些筆記。這樣你就可以為任何事情做好準備，你就能取得最好的結果！
It’s important to speak clearly and with purpose on the phone, take a look at this practice dialogue:
重要的是要在電話中清楚地、有目的地説出來，看看這個練習對話：
STAFF: HELLO! AND HOW MAY I HELP YOU TODAY?
工作人員：您好！今天我能為您做些什麼？
CUSTOMER: HELLO, I WOULD LIKE TO PLACE A COMPLAINT PLEASE.
顧客：你好，我想投訴。
Stay calm! Remember that the staff could cut you off (put the phone down to stop the phone call) at any moment if you are impolite.
Saying I would like to place a complaint means that you say what you need to say without being aggressive or angry with the member of staff
保持冷靜！記住，如果你不禮貌的話，工作人員隨時可能切斷你的電話（放下電話以停止打電話）。如果説我想投訴，意味着你説了你需要説的話，而沒有對工作人員咄咄逼人或生氣。
STAFF: OKAY, AND CAN I ASK WHAT IS THE NATURE OF THE COMPLAINT (WHAT IS THE COMPLAINT ABOUT)?
工作人員：好的，請問投訴的性質是什麼（投訴的內容是什麼）？
CUSTOMER: I WANT TO REPORT A FAULTY PRODUCT, MY COMPUTER WON’T TURN ON AND I HAVE NO IDEA AS TO WHY.
顧客：我想報告一個有問題的產品，我的電腦不開，我也不知道為什麼。
STAFF: OKAY, I’M SORRY TO HEAR THAT! I WILL DO MY BEST TO HELP YOU WITH THAT.
工作人員：好的，聽到這個我很難過！我會盡力幫你的。
CUSTOMER: THANK YOU.
顧客：謝謝。
Again, normally you will be able to achieve what you need by being polite and following the instructions from the staff member but for all those frustrating times that you need to be more forceful.
同樣，通常情況下，你可以通過禮貌和遵循工作人員的指示來達到你的要求，但在那些令人沮喪的時刻，你需要更加有力。
Here are some helpful phrases:
以下是一些有用的短語：
I am not happy at all with this service.
我對這種服務一點也不滿意。
This is pretty self-explanatory but it is a strong way of saying that you’re unhappy without being rude and causing the member of staff to cut you off (end the phone call) or put the phone down (end the phone call) on you.
這是一個很好的解釋，但這是一種很強的方式來表達你的不滿，而不是粗魯無禮，並導致員工切斷你的電話（結束電話）或放下電話（結束電話）對你。
Please don’t put me on hold!
請不要耽擱我！
This is the most annoying part of the phone complaints process!
這是電話投訴過程中最煩人的部分！
To be put on hold is when the member of staff says something like one moment please and then you have to wait for them to come back whilst listening to music that is probably not very good!
等待是當員工説了類似的話，然後你必須等待他們回來，同時聽音樂，這可能不是很好！
This is one of the worst things ever! It’s even worse if you don’t have much time or if the phone call is costing a lot of money!
這是有史以來最糟糕的事情之一！如果你沒有太多時間，或者打電話花了很多錢，情況就更糟了！
Please, you’re not listening to me at all!
拜託，你根本不聽我的！
If the staff member doesn’t understand either you or your complaint, it can be very frustrating. This is quite direct, so be careful not to use it too much!
如果工作人員不理解你或你的抱怨，這可能是非常令人沮喪的。這很直接，所以小心不要用太多！
You sound like a broken record!
你聽起來像張破唱片！
This is the most aggressive one and it’s something you can say to people in everyday speech as well. Now, picture a broken record or more specifically think about the sound that it makes.
這是最具攻擊性的一個，你也可以在日常演講中對人們説。現在，想象一張破唱片，或者更具體地想想它發出的聲音。
When a record is broken, the needle will get stuck and the sound will keep playing over and over and over again. This is where the saying comes from! In this case, it means that someone keeps saying the same thing.
當一張唱片壞了，針頭會卡住，聲音會一遍又一遍地播放。這就是諺語的由來！在這種情況下，這意味着有人一直在説同樣的話。
Over the phone, maybe the dialogue would sound something like this:
在電話裏，也許對話聽起來像這樣：
STAFF: I’M SORRY SIR, BUT MY RECORDS SHOW YOU ARE NOT THE OWNER OF THIS COMPUTER. I CAN’T HELP YOU.
職員：對不起，先生，我的記錄顯示你不是這台電腦的主人。我幫不了你。
CUSTOMER: I AM THE OWNER! I BOUGHT IT YESTERDAY AND IT’S BRAND NEW!
顧客：我是店主！我昨天買的，它是全新的！
STAFF: WELL I’M SORRY SIR, BUT MY COMPUTER SAYS YOU ARE NOT THE OWNER OF THIS COMPUTER. THERE’S NOTHING I CAN DO!
職員：對不起，先生，我的電腦説你不是這台電腦的主人。我無能為力！
CUSTOMER: YOU SOUND LIKE A BROKEN RECORD! YOU’RE NOT HELPING ME AT ALL!
顧客：你聽起來像張破唱片！你一點也幫不了我！
Again, be careful with this one!
再説一次，這個用着要小心！
Complaining in shops
商店投訴
Here we will use the example of a clothes shop, because it is a place that lots of people visit! This is similar to complaining in restaurants.
這裏我們將以一家服裝店為例，因為它是很多人蔘觀的地方！這類似於餐館裏的抱怨。
Because it is a public place you don’t want to make too much noise and cause a scene (the same as make a fuss) so it is important to be polite and hopefully you will get what you want at the end of it all.
因為這是一個公共場所，你不想製造太多的噪音和引起一個場面（同樣是大驚小怪），所以禮貌是很重要的，希望你會得到你想要的一切。
Also, remember that a lot of staff members want to help you so there is no point in shouting at them and making them feel angry towards you!
另外，記住很多員工都想幫你，所以對他們大喊大叫，讓他們對你生氣是沒有意義的！
Possible reasons to complain in a shop
在商店投訴的可能原因
Faulty product
假貨
Poor service
惡劣的服務態度
A pricing error (something costs more than it should do)
定價錯誤（有些東西比它應該做的要貴）
Here is an example dialogue:
下面是一個對話示例：
CUSTOMER: EXCUSE ME, I WOULD LIKE TO LODGE A COMPLAINT.
顧客：對不起，我想投訴。
SHOP ASSISTANT: OKAY, WHAT IS IT REGARDING? (WHAT IS IT ABOUT?)
店員：好的，這是關於什麼的？（這是關於什麼的？）
CUSTOMER: I HAVE BEEN WAITING AT THE FITTING ROOMS FOR ABOUT 15 MINUTES AND I HAVEN’T BEEN SERVED (NOBODY HAS HELPED ME).
顧客：我在試衣間等了大約15分鐘，還沒人招待我（沒人幫我）。
SHOP ASSISTANT: WELL I AM REALLY SORRY TO HEAR THAT. WE ARE COMMITTED TO GIVING BETTER SERVICE THAN THAT. I WILL REPORT YOUR INCIDENT.
店員：我真的很抱歉聽到這個消息。我們致力於提供更好的服務。我會報告你的事件。
CUSTOMER: THANK YOU.
顧客：謝謝。
Hopefully that will be it! If you need more phrases then we’ve got you covered:
希望就是這樣！如果你需要更多的短語，我們會為你提供：
I’d like to speak to a manager, please.
我想和經理談談。
The same as above in the restaurant, if you need to speak to someone in a more senior position, just ask!
同樣在餐廳，如果你需要找一個更高職位的人談話，儘管問！
I don’t feel like a valued customer here.
我覺得在這裏我不是一個有價值的顧客。
This is a good thing to say as businesses should want to make all of their customers feel like valued customers and treat them well.
這是一個很好的説法，因為企業應該讓所有的客户都覺得自己是有價值的客户，並善待他們。
I want a refund/I would like a refund
我想要退款
You say this if you want the business to give you your money back for what you have purchased or paid for.
如果你想讓公司把你買的或付的錢還給你，你就這麼説。
Normally, after complaining you will be offered a refund by the business, but if they don’t offer it to you then you can use this phrase. This one can also be used in restaurants amongst others.
通常，在抱怨之後，公司會給你退款，但如果他們不給你退款，你可以用這個短語。這個也可以用在餐館裏。
Complaining in a letter
在信中抱怨
This is an important method. It’s also something that can be highly effective if you write it correctly.
這是一個重要的方法。如果你寫得正確的話，這也是非常有效的。
With a letter, we have the chance to prepare (a bit like complaining over the phone) but in this case we can check the grammar and read the text a few times just to be sure.
有了一封信，我們就有機會準備（有點像在電話裏抱怨），但在這種情況下，我們可以檢查語法，並讀幾遍課文，以防萬一。
There are a few key phrases to be remembered here:
這裏有幾個關鍵短語需要記住：
I am writing to inform you
我寫信通知你
This is a good way to be polite but direct about an issue or problem. More simply it would be, I’m writing to tell you about… But in this case it is better to use more developed language.
這是一個很好的禮貌的方式，但直接對一個問題或問題。更簡單的説，我寫這封信是想告訴你……但在這種情況下，最好使用更成熟的語言。
I am/was extremely upset/disappointed/offended because…
我非常難過/失望/生氣，因為…
This expresses how you feel about the problem. Using strong words like offended or extremely as opposed to I am not happy will get a better response and make more of an impact.
這表達了你對這個問題的看法。用冒犯或極端的措辭來表達我的不滿，會得到更好的迴應，產生更大的影響。
There seems to be an issue/problem with
好像有個問題
Using seems to be is a good idea because you might be wrong about the problem, or you may not understand the situation as well as you think. If you say seems to be it means that you are open to the possibility of being wrong. You just want an honest explanation.
使用似乎是一個好主意，因為你可能在這個問題上錯了，或者你可能沒有想象中那麼瞭解情況。如果你説似乎是，那就意味着你有可能犯錯。你只需要一個誠實的解釋。
Here is a really good template for an English complaint letter:
這裏有一個非常好的英文投訴信模板：
DEAR SIR/MADAM
尊敬的先生/女士
MY NAME IS _______ AND I AM WRITING TO INFORM YOU THAT THERE SEEMS TO BE A PROBLEM/ISSUE WITH ________ . I AM/WAS EXTREMELY DISAPPOINTED/VERY UPSET/OFFENDED BECAUSE _____________ . I WOULD REALLY APPRECIATE IT IF YOU COULD EXPLAIN TO ME WHY THIS ISSUE OCCURRED AND WHAT YOU MIGHT DO TO RECTIFY THE SITUATION. I HATE TO MAKE A FUSS, BUT I FEEL IT’S NECESSARY TO DRAW THIS TO YOUR ATTENTION. I AWAIT YOUR CONSIDERED RESPONSE.
我的名字是，我寫信告訴你，好像有問題。我非常失望/非常沮喪/生氣，因為。如果你能向我解釋為什麼會發生這個問題，以及你可以做些什麼來糾正這種情況，我將非常感激。我不想大驚小怪，但我覺得有必要引起你的注意。我等待你深思熟慮的答覆。
YOURS SINCERELY,
謹上，Make your letter as detailed as possible!
把你的信寫得儘可能詳細！
You want to make sure that the other person fully understands the problem and the way it has changed your life.
你要確保對方完全理解這個問題以及它改變你生活的方式。
Complaining in a relationship
戀愛中的抱怨
Probably the most difficult complaint of all! This is how to complain to your partner about a problem!
可能是最難的抱怨了！這就是如何向你的伴侶抱怨一個問題！
Now, of course things will be very delicate here, one wrong word can be catastrophic.
現在，這裏的事情當然會很微妙，一個錯誤的詞可能是災難性的。
Be careful…
小心使用...
Perhaps you are having an argument, perhaps something is unfair but whatever it is it probably isn’t worth losing your partner for it!
也許你在爭吵，也許有些事情不公平，但不管是什麼，都不值得為此失去你的伴侶！
Useful Phrases for this include:
有用的短語包括：
I feel like you’re not listening to me. Please, just hear me out (listen to me). Let’s compromise (find a solution we both like). Let’s just take a minute and think. Let’s work this out (find a solution). We need to talk about something
我覺得你不聽我的。請聽我説完（聽我説）。讓我們妥協（找到我們都喜歡的解決方案）。讓我們花點時間想想。我們來解決這個問題。我們得談談
Check out the dialogue:
查看對話：
A: LOVE, WE NEED TO TALK ABOUT SOMETHING.
A：親愛的，我們需要談談。
B: WHAT IS IT?
B：什麼事？
A: I’M REALLY UNHAPPY THAT YOU DIDN’T COME TO MY GRANDMA’S BIRTHDAY PARTY.
我真的很不高興你沒來參加我奶奶的生日聚會。
B: REALLY? BUT YOU TOLD ME IT WAS FINE!
B：真的嗎？但你告訴我沒事！
A: PLEASE, JUST HEAR ME OUT.
請聽我説完。
B: OKAY.
好的。
A: I WOULD HAVE LOVED IT IF YOU HAD COME WITH ME AND IN FUTURE I WOULD LIKE YOU TO COME TO ALL MY FAMILY OCCASIONS.
A：如果你和我一起去，我會很喜歡的，將來我希望你能來參加我所有的家庭活動。
B: LET’S JUST TAKE A MINUTE TO THINK, WHAT IS THE POINT IN ME DOING THAT?
B：讓我們花點時間想想，我這樣做有什麼意義？
A: I FEEL LIKE YOU’RE NOT LISTENING TO ME! I ALWAYS WANT YOU TO BE WITH ME! COME ON, LET’S WORK THIS OUT. IT DOESN’T HAVE TO BE A BIG PROBLEM.
A：我覺得你沒在聽我説！我一直希望你和我在一起！來吧，我們來解決這個問題。這不一定是個大問題。
B: OKAY, LET’S COMPROMISE, I WILL TRY HARDER TO MAKE TIME FOR YOUR FAMILY EVENTS.
B：好吧，讓我們妥協吧，我會努力為你的家庭活動騰出時間。
Using the words we’ve mentioned, you can keep your relationship healthy and that will make you happy! Stay calm and use the vocabulary to make sure that you both get what you want.
用我們提到的話，你可以保持你的關係健康，這將使你快樂！保持冷靜，用詞彙來確保你們都得到了想要的。
Complaining in the workplace
在工作場所抱怨
This is another situation where you have to be calm. This is your job we’re talking about!
這是另一種你必須冷靜的情況。我們説的是你的工作！
Let’s try to communicate better. Take a deep breath. We are a team. We have to be professional
讓我們試着更好地交流。深呼吸。我們是一個團隊。我們必須專業
Here’s a dialogue to explain!
這裏有一段對話來闡明！
A: I WANT TO LODGE A COMPLAINT AGAINST MY MANAGER.
A：我想投訴我的經理。
B: OKAY, WHAT’S THE PROBLEM?
B：好吧，怎麼了？
A: I AM NOT HAPPY WITH THE WAY HE TALKS TO ME, HE IS SUCH AN IDIOT!
A：我對他跟我説話的方式不滿意，他真是個白痴！
B: OKAY, TAKE A DEEP BREATH, WE HAVE TO BE PROFESSIONAL.
B：好吧，深呼吸，我們得專業一點。
A: I’M SORRY BUT I FEEL BADLY TREATED.
A：我是索爾，但是我覺得受到了虐待。
B: IT’S ALRIGHT, BUT LET’S TRY TO COMMUNICATE BETTER TO SOLVE THE PROBLEM.
B：沒關係，不過我們還是儘量多溝通解決問題吧。
A: YES, I KNOW WE ARE A TEAM AND WE HAVE TO BE PROFESSIONAL.
A：是的，我知道我們是一個團隊，我們必須專業。
It’s important to put the focus onto solving problems rather than creating new ones. Especially in a place where you are being measured on performance! Be open to other people’s ideas and make sure you’re being reasonable.
把重點放在解決問題上而不是創造新問題上是很重要的。尤其是在一個你被衡量表現的地方！對別人的想法敞開心扉，確保自己是合理的。
So in summary…
總之
With complaints in English it’s important to:
對於英語投訴，重要的是：
Keep your cool and stay calm
保持冷靜
Use a lot of vocabulary, particularly adjectives to fully describe your situation.
使用大量的詞彙，特別是形容詞來全面描述你的處境。
Be polite! People will be more willing to help you if you use manners and treat them with respect. Remember it’s probably not their fault！So what do you think? Any complaints? Any issues?
禮貌點！如果你用禮貌和尊重的態度對待他們，人們會更願意幫助你。記住這可能不是他們的錯！那你覺得呢？有什麼抱怨嗎？有什麼問題嗎？
