aEpisode 26: You cannot be serious
第 26 集: 你不是认真的吧！

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.

听力挑战：

Mr Socrates 要什么样的房间？

上期答案：

住在这个酒店每晚的价格是多少?
答案: ￡100