Customer:Room attendant,could you come here,please? C:Yes.Could you come into the bathroom?The water in the toilet is running over and water is leaking form the shower nozzle.What's wrong? C:Could you come and have a look at the panel on the bedside table?I think there must be something wrong with it because almost all lamps do not work. C:There's something more.The color TV in this room does not give clear pictures. C:Thank you. 6
6 Customer: Room attendant, could you come here, please? C: Yes. Could you come into the bathroom? The water in the toilet is running over and water is leaking form the shower nozzle. What’s wrong? C: Could you come and have a look at the panel on the bedside table? I think there must be something wrong with it because almost all lamps do not work. C: There’s something more. The color TV in this room does not give clear pictures. C: Thank you
Dialogue 2:Complaining of Service complair:V.抱怨，投诉（常和to,a bout,orof连用） We complained to the police about the noise from the bar. Customer:Could I see the manager please?I have 酒吧的声音太大，我们向警方投诉。 a complaint. She complained to me about his bad manner. Manager:Can I help you,madam? 她向我抱怨他不礼貌。 C:Yes.Did you have this room checked before we You have nothing to complain of,do you? moved in?There's not a scrap of lavatory 你没有什么不满吧？ paper and the toilet doesn't flush properly,the fush:V.1)(水等)奔流，涌出 water doesn't run away in the shower and I would like an extra pillow.What have you to The stream was flushing after the heavy rain. say to that? 大雨过后小河水奔流。 M:I'm extremely sorry to hear that.I'll attend to it Pull the chain and the water flushes. right away.The housekeeper should check 拉一下链子，（马桶）的水就会涌出冲洗。 every room before new guests move in. 2)(脸颊等)变红，涨红 C:One doesn't expect this sort of thing in a well- The boy flushed when he spoke to the beautiful girl. run hotel. 那男孩和漂亮的女孩说话时，脸忽然变红。 M:No,madam.I do apologize.It's unusual.We do The child's cheeks were flushed with fever. try to check the rooms as thoroughly as possible.Just one pillow,was it?Is there 那小孩的脸由于发烧而变红。 anything else? attend to:1)从事，料理，努力做 C: Well,your thermostatically controlled air I have an urgent matter to attend to. conditioning doesn't seem to be working too 我一件重要的事情要料理。 well,It's as hot as hell up there. You must attend to your work. M:I'll adjust the regulator for you and I think 你必须专心于你的工作。 you'll find it a little cooler in a short time.I'll also send someone along right away to look at 2)接待，招待 the toilet and shower. Are you being attended to,sir? 有人招呼您吗，先生？（店员对客人的招呼语）
7 Dialogue 2:Complaining of Service Customer: Could I see the manager please? I have a complaint. Manager:Can I help you, madam? C: Yes. Did you have this room checked before we moved in? There’s not a scrap of lavatory paper and the toilet doesn’t flush properly, the water doesn’t run away in the shower and I would like an extra pillow. What have you to say to that? M:I’m extremely sorry to hear that. I’ll attend to it right away. The housekeeper should check every room before new guests move in. C: One doesn’t expect this sort of thing in a wellrun hotel. M: No, madam. I do apologize. It’s unusual. We do try to check the rooms as thoroughly as possible. Just one pillow, was it? Is there anything else? C: Well, your thermostatically controlled air conditioning doesn’t seem to be working too well.It’s as hot as hell up there. M: I’ll adjust the regulator for you and I think you’ll find it a little cooler in a short time. I’ll also send someone along right away to look at the toilet and shower. complain: v. 抱怨，投诉(常和to ,about, or of 连用) We complainedto the police about the noise from the bar. 酒吧的声音太大，我们向警方投诉。 She complainedto me about his bad manner. 她向我抱怨他不礼貌。 You have nothing to complain of, do you? 你没有什么不满吧？ flush: v. 1) (水等)奔流，涌出 The streamwasflushing after the heavy rain. 大雨过后小河水奔流。 Pull the chain and the water flushes. 拉一下链子，（马桶）的水就会涌出冲洗。 2) (脸颊等)变红，涨红 The boy flushed when he spoke to the beautiful girl. 那男孩和漂亮的女孩说话时，脸忽然变红。 The child’s cheeks were flushed with fever. 那小孩的脸由于发烧而变红。 attend to: 1) 从事，料理，努力做 I have an urgent matter to attend to. 我一件重要的事情要料理。 You must attend to your work. 你必须专心于你的工作。 2) 接待，招待 Are you being attended to, sir? 有人招呼您吗，先生？(店员对客人的招呼语)
Dialogue 2:Complaining of Service 投诉服务 Customer:Could I see the manager please?I have a complaint. 客人：我能见经理吗？我有意见。 Manager:Can I help you,madam? 经理我能帮助您吗，夫人？ C:Yes.Did you have this room checked before we 客：是的。在我们住进来以前你们检查房间了吗？ moved in?There's not a scrap of lavatory paper 一张手纸都没有，并且抽水马桶不正常冲洗， and the toilet doesn't flush properly,the water 淋浴龙头里的水总流不完，我还缺一个枕头， doesn't run away in the shower and I would like 对此你怎么解释呢？ an extra pillow.What have you to say to that? 经：很抱歉有这种事，我马上处理。客房服务员 M:I'm extremely sorry to hear that.I'll attend to it right away.The housekeeper should check every 在新客人住进以前应该检查每个房间。 room before new guests move in. 客：在一个经营良好的酒店不该发生这种事情。 C:One doesn't expect this sort of thing in a well-run 经：是的，夫人。我向您道款。这是很偶然的。 hotel 我们尽可能全面检查房间。仅要一个枕头？ M:No,madam.I do apologize.It's unusual.We do 还要别的吗？ try to check the rooms as thoroughly as possible. 客：噢，你们的恒温控制温度调节器好像工作情 Just one pillow,was it?Is there anything else? 况不太好。那儿热得像个地狱。 C: Well,your thermostatically controlled air 经：我将为您调整调节器，我认为在短时间内就 conditioning doesn't seem to be working too well. It's as hot as hell up there. 会凉下来。我将立刻派人去看看马桶和淋浴 M:I'll adjust the regulator for you and I think you'll 器。 find it a little cooler in a short time.I'll also send someone along right away to look at the toilet and shower. 8
8 Dialogue 2:Complaining of Service Customer: Could I see the manager please? I have a complaint. Manager:Can I help you, madam? C: Yes. Did you have this room checked before we moved in? There’s not a scrap of lavatory paper and the toilet doesn’t flush properly, the water doesn’t run away in the shower and I would like an extra pillow. What have you to say to that? M: I’m extremely sorry to hear that. I’ll attend to it right away. The housekeeper should check every room before new guests move in. C: One doesn’t expect this sort of thing in a well-run hotel. M: No, madam. I do apologize. It’s unusual. We do try to check the rooms as thoroughly as possible. Just one pillow, wasit? Is there anything else? C: Well, your thermostatically controlled air conditioning doesn’t seem to be working too well. It’s as hot as hell up there. M: I’ll adjust the regulator for you and I think you’ll find it a little cooler in a short time. I’ll also send someone along right away to look at the toilet and shower. 投诉服务 客人:我能见经理吗？我有意见。 经理:我能帮助您吗，夫人？ 客: 是的。在我们住进来以前你们检查房间了吗？ 一张手纸都没有，并且抽水马桶不正常冲洗， 淋浴龙头里的水总流不完，我还缺一个枕头， 对此你怎么解释呢？ 经: 很抱歉有这种事，我马上处理。客房服务员 在新客人住进以前应该检查每个房间。 客:在一个经营良好的酒店不该发生这种事情。 经: 是的，夫人。我向您道歉。这是很偶然的。 我们尽可能全面检查房间。仅要一个枕头？ 还要别的吗？ 客: 噢，你们的恒温控制温度调节器好像工作情 况不太好。那儿热得像个地狱。 经: 我将为您调整调节器，我认为在短时间内就 会凉下来。我将立刻派人去看看马桶和淋浴 器
Dialogue 2:Complaining of Service Customer:Could I see the manager please?I have a complaint. Manager:Can I help you,madam? C:Yes.Did you have this room checked before we moved in?There's not a scrap of lavatory paper and the toilet doesn't flush properly,the water doesn't run away in the shower and I would like an extra pillow.What have you to say to that? M:I'm extremely sorry to hear that.I'll attend to it right away.The housekeeper should check every room before new guests move in. C:One doesn't expect this sort of thing in a well-run hotel. M:No,madam.I do apologize.It's unusual.We do try to check the rooms as thoroughly as possible.Just one pillow,was it?Is there anything else? C:Well,your thermostatically controlled air conditioning doesn't seem to be working too well.It's as hot as hell up there. M:I'll adjust the regulator for you and I think you'll find it a little cooler in a short time.I'll also send someone along right away to look at the toilet and shower. 9
9 Dialogue 2: Complaining of Service Customer: Could I see the manager please? I have a complaint. Manager: Can I help you, madam? C: Yes. Did you have this room checked before we moved in? There’s not a scrap of lavatory paper and the toilet doesn’t flush properly, the water doesn’t run away in the shower and I would like an extra pillow. What have you to say to that? M: I’m extremely sorry to hear that. I’ll attend to it right away. The housekeeper should check every room before new guests move in. C: One doesn’t expect this sort of thing in a well-run hotel. M: No, madam. I do apologize. It’s unusual. We do try to check the rooms as thoroughly as possible. Just one pillow, was it? Is there anything else? C: Well, your thermostatically controlled air conditioning doesn’t seem to be working too well. It’s as hot as hell up there. M: I’ll adjust the regulator for you and I think you’ll find it a little cooler in a short time. I’ll also send someone along right away to look at the toilet and shower
Dialogue 2:Complaining of Service Customer:Could I see the manager please?I have a complaint. Manager:Can I help you,madam? C:Yes.Did you have this room checked before we moved in?There's not a scrap of lavatory paper and the toilet doesn't flush properly,the water doesn't run away in the shower and I would like an extra pillow.What have you to say to that? M:I'm extremely sorry to hear that.I'll attend to it right away.The housekeeper should check every room before new guests move in. C:One doesn't expect this sort of thing in a well-run hotel. M:No,madam.I do apologize.It's unusual.We do try to check the rooms as thoroughly as possible.Just one pillow,was it?Is there anything else? C:Well,your thermostatically controlled air conditioning doesn't seem to be working too well.It's as hot as hell up there. M:I'll adjust the regulator for you and I think you'll find it a little cooler in a short time.I'll also send someone along right away to look at the toilet and shower 10
10 Dialogue 2: Complaining of Service Customer: Could I see the manager please? I have a complaint. Manager: Can I help you, madam? C: Yes. Did you have this room checked before we moved in? There’s not a scrap of lavatory paper and the toilet doesn’t flush properly, the water doesn’t run away in the shower and I would like an extra pillow. What have you to say to that? M: I’m extremely sorry to hear that. I’ll attend to it right away. The housekeeper should check every room before new guests move in. C: One doesn’t expect this sort of thing in a well-run hotel. M: No, madam. I do apologize. It’s unusual. We do try to check the rooms as thoroughly as possible. Just one pillow, was it? Is there anything else? C: Well, your thermostatically controlled air conditioning doesn’t seem to be working too well. It’s as hot as hell up there. M: I’ll adjust the regulator for you and I think you’ll find it a little cooler in a short time. I’ll also send someone along right away to look at the toilet and shower