[Music]
making
complaints
situation one asking the neighbor not
to make noise hi
excuse me your music is so loud
can you keep it down i have to go to
work at 6 00 am tomorrow
my music is fine it's my birthday party
if you don't turn it down i will call
security
go ahead you're being selfish
i will call them right away
is this the building security yes
what can i help you with i'm sharon
i'm a resident of this building i live
on the 16th floor and i want to report a
problem
yes can you be more specific
my neighbor is playing music so loud
okay calm down madam what are your
neighbors names in their house number
i don't know her name but her house
number is 1602
had you spoken to her about this problem
yes and she said because it was her
birthday
but i have to get up early tomorrow
i understand our building policy doesn't
allow residents
to play music loudly i believe
other people who live on our floor feel
uncomfortable too
yes madam don't worry i will make a
report and i will get there myself to
talk to her
your problem will be solved very soon
that would be nice
thank you so much it's my duty madam
good night
you too
situation 2 complaining about internet
services
hello abc internet customer service i'm
derek how
can i help you with it hi i want to
register a complaint
about my internet service i'm sorry to
hear that
what has been the problem my connection
has been repeatedly dropping out and
when it is connected
the speeds are very slow which has never
happened before
can you be more specific about this
problem
well we cannot use the internet for
texting
or using google may i ask if you have
paid the bill
we have paid the bills since we received
the mail
well we have been receiving many reports
about the internet speed lately
because our company is understaffed due
to kovid
i see i wonder if you can send people to
come over and help to check
can i have your client number please
yes my client number is 7654005
okay i'll get a technician to come to
your house and take a look
and hopefully can speed up the internet
soon
how much does it cost no ma'am
it is still within the warranty period
so there is no charge at all
can they install a new cable for me
please because mine is old
i can see what i can do ma'am because
installing cables can take time and i'm
not sure if we can do it tomorrow
okay how soon can they come out
i can get someone out there between 8
a.m and 12 a.m tomorrow
will someone be at home at the time
yes i will be home ok our technician
will arrive sometime between 8 am and 12
am tomorrow
thank you i'll see them tomorrow
[Music]
situation 3 complaint about a defective
product
good morning i'm wendy what can i help
you with
hi sorry to bother you but i'm afraid i
have a problem with one of your products
i'm sorry to hear that can you tell me
which product
and what's happened so i bought this
beautiful yellow dress yesterday but
when i got home i found out that the
armpit is torn
i see do you have the price tag or the
receipt
no but i just bought it yesterday at
your store
we always say that the customers have to
carefully check the
products before deciding to buy
i didn't examine it carefully but can i
return it or exchange it for a new one
i'm afraid there isn't much we can do
about it because you don't have the
receipt
this is a lovely dress but i can't wear
it like this
i'd like to speak to the manager please
hi i'm john the manager what can i help
you with
i want to exchange this dress that i
bought here yesterday but i don't have
the receipt
our policy doesn't allow the customers
to return or exchange the products
without the receipt
but i have checked the security camera
and i saw you were here yesterday
so you may exchange for a new one
thank you so much i'm so sorry
this will never happen again have a good
day you too
situation 4 complaint at the restaurant
hi excuse me are you the restaurant
manager
yes i'm nick what can i help you with
i'm afraid there is a slight problem
with the service in this restaurant
oh what is it about your waiters and
waitresses are apparently ignoring
us we waited so long for the menu and no
one came
well i'm really sorry to hear that we
are committed to giving better service
than that
can i take your order now can i have two
pasta and pizzas please
sure
excuse me i have been waiting for 30
minutes where is our food
i'm sorry i will be right back with your
order
this is unacceptable it's sunday so our
restaurant is crowded
but it's not an excuse for bad service
i understand can i offer you a 10
discount as an apology
thank you i hope this problem will never
occur again
[Music]
situation five complaint about a
colleague
hi sir do you have time to talk
yes come in mike what do you want to
talk about
you sir before i begin i want you to
know that i'm not here to vent
i'm here to find a solution i need your
help
okay what is this about it's dave
he has a bad behavior when working with
the team
dave stinson yes don't get me wrong
he is good at his job but some of the
things he does
bring negative vibes to the office
last week and from your team mentioned
some kind of conflict
what happened he speaks extremely rudely
and irresponsibly
it's very unprofessional and it affects
other people
really can you be more specific
whenever he is mean to other people and
doesn't respect their opinions
i feel uncomfortable does this issue
happen a lot
this situation has come up several times
i respect dave and i love being part of
this team but i want to resolve this
before it turns into a bigger problem
[Music]
have you tried to talk to him i've tried
it but that didn't have
the effects i was hoping for
okay fill this form to report and
can you invite another member of your
team to come here and fill the form
then i will send it to human resources
i'm hoping that they might be willing to
offer some guidance
perhaps being in an outside mediator
conflict resolution specialist
i will see what i can do thank you for
your report
thank you sir i will come back to work
[Music]
situation six piper complained to her
boyfriend
because he was busy so he couldn't go to
her mother's birthday party
hey jason my mother's birthday is next
friday can you go with me
i'm afraid i have to work on friday
it's her 60th birthday and i haven't
been home for a long time
i know honey i will come and visit her
on the weekend
please just take a day off my mother is
excited to meet you
i'm sorry honey i have two important
meetings that day i can't come with you
but i already told her that you would
come
[Music]
you should have asked me first
i thought you would make time for me
when i need you
i'm sorry i have a lot of work to do
lately
i'm only free on weekends you always
work too much
because i want to have a promotion i
have a promising career
but can you spend more time with me i
feel lonely
i will invite her to come over and have
dinner on sunday to make it up to her
okay i will talk to her
thank you for understanding
[Music]
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{{
[音乐]
投诉
情况一请邻居
不要吵闹嗨
对不起你的音乐太大声了
能不能
小声点我明天早上 6 点要上班
我的音乐很好如果你不吵就是我的生日派对
不要拒绝，我会打电话给
保安，
去吧，你太自私了，
我会马上打电话给他们
这是大楼保安是的
，我能帮你什么，我是莎伦，
我是这栋大楼的居民，我住
在 16 号 楼，我想报告一个
问题
是的，你能说得更具体
一点吗？ 向她询问这个问题
是的，她说因为今天是她的
生日，
但我明天必须早起
我了解我们的建筑政策不允许
居民大声播放音乐 我相信
住在我们楼层的其他人
也会感到不舒服
是的，女士 别担心，我会的 ke a
report，我会亲自去那里
和她谈谈
你的问题很快就会得到解决
，那太好了，
非常感谢，这是我的职责，女士
晚安，
你也是
情况2抱怨互联网
服务
你好，abc 互联网客户服务，我是
derek 我该如何为
您提供帮助 您好，我想
注册一个
有关我的互联网服务的投诉，我很遗憾
听到
我的
连接反复掉线的问题，并且
连接
时速度非常慢，这有 以前从未
发生过
你能更具体地说明这个
问题吗我们不能使用互联网
发短信
或使用谷歌我可以问你
是否支付了账单自从我们收到邮件以来我们已经支付了账单
我们已经收到了很多
关于 最近的网速，
因为我们公司由于科维德而人手不足
r 是 7654005
好的，我会让技术人员到
你家看看
，希望能尽快加快互联网速度
他们可以为我安装一条新电缆
吗，因为我的电缆很旧，
我可以看到我能做什么，女士，因为
安装电缆需要时间，我
不确定我们明天是否可以做到，
好吧，他们多久能出来，
我可以 明天早上 8 点到 12 点之间派人出去 那个时候
有人在家吗
是的 我会回家 好的 我们的技术人员
将在明天早上 8 点到 12 点之间到达
谢谢你 我明天见
[音乐]
情况 3 关于有缺陷的
产品的投诉
早上好 我是温迪 有什么可以帮助
你的
嗨很抱歉打扰你但我担心
你的产品有问题
我很遗憾听到你能告诉我
哪种产品
和 发生了什么事，所以我昨天买了这件
漂亮的黄色连衣裙，但是
当我 回到家发现
腋窝裂开了
我看你有价格标签还是
收据
没有但我昨天刚在
你的商店买的
我们总是说顾客
在决定购买之前必须仔细检查产品
我没有 不仔细检查，但我可以
退货或换新
的吗？恐怕我们
无能为力，因为你没有
收据
这是一件可爱的衣服，但我不能
穿 像这样
我想和经理谈谈
你好我是经理约翰我能帮你什么
我想换掉我
昨天在这里买的这件衣服但我
没有收据
我们的政策不允许 客户
在没有收据的情况下退货或换货，
但我检查了安全摄像头
，我昨天看到你在这里，
所以你可以换一个新的
，非常感谢，我很抱歉
这种情况再也不会发生了 祝你好运
那天你也是
情况 4 在餐厅投诉
你好 请问是你 ou 餐厅
经理
是的，我是 nick 有什么可以帮助您
的 恐怕这家餐厅的服务有点小问题
哦，您的服务员是怎么回事，而且
女服务员显然无视
我们 我们等了很久才拿到菜单 没有
人
好我很遗憾听到
我们致力于提供比这更好的服务
我现在可以接受您的订单吗我可以要两个
意大利面和比萨饼请
原谅我已经等了 30
分钟我们的食物在哪里
很抱歉，我会尽快回复您的
订单
这是不可接受的，这是星期天，所以我们的
餐厅很拥挤，
但这不是服务不好的借口，
我明白我可以为您提供 10
折扣作为道歉，
谢谢，我希望这个问题永远不会发生
再次发生
[音乐]
情况五 投诉一位
同事
嗨，先生，您有时间谈谈吗？
是的，请进来，迈克
先生，在我开始之前，您想谈谈您，我想让您
知道，我不是来
发泄的。 我在这里寻找解决方案我 需要
帮助 从你的团队中提到
发生了某种冲突，他说话非常粗鲁
和不负责任，
这非常不专业，并且会影响
其他人，
真的，
当他对别人刻薄并且
不尊重他们的意见时，你能更具体一点吗？
我感到不舒服这样做 问题
经常发生这种情况已经出现好几次了
我尊重戴夫，我喜欢成为
这个团队的一员，但我想
在它变成一个更大的问题之前解决这个问题
但这并没有达到
我希望的效果，
可以填写此表格进行报告，
您能否邀请您
团队的其他成员来这里填写表格，
然后我会将其发送给人力资源部，
我希望 他们可能愿意
提供一些指导
或许是在外部调解员
冲突解决专家
我会看看我能做些什么 谢谢
你的报告
谢谢先生 我会回来工作
[音乐]
情况 6 吹笛者向她的男朋友抱怨，
因为他 很忙，所以他不能去参加
她母亲的生日派对
嘿，杰森，我母亲的生日是下
周五，你能和我一起去吗？
恐怕我周五要上班
，她 60 岁生日，我
好久没回家了
我知道亲爱的我周末会来看她
请假一天我妈妈很
高兴见到
你对不起亲爱的我那天有两个重要
会议我不能和你一起
但我已经告诉她了 你会
来
[音乐]
你应该先问我
我想你会
在我需要你的时候为
我腾出时间对不起我最近有很多工作要做
我只有周末才有空你总是
工作太多
因为我想升职我
有一个承诺 g事业，
但你能多陪我吗？我
感到孤独，
我会邀请她
周日过来吃晚饭，以弥补她
好，我会和她谈谈
谢谢你的理解
[音乐]
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