「不懂英文，消費成冤大頭？」達人傳授最有效消費者【抱怨】技巧，讓你每一分錢花得值得！（上）

有句話說，「顧客的抱怨是天使的聲音。」意思是透過顧客的抱怨來檢視並掃除服務的黑暗角落，然而並不是所有的顧客都喜歡抱怨，因為可能引起雙方的不愉快。但適當的抱怨是必要的行動，因為可以讓消費者得道應有的尊重與服務，也讓業者有改善與檢視的機會。本文藉由3大溝通重點，讓你學會用英語有效率的抱怨，順利脫離消費陷阱↓↓↓

• Table of Contents

  Toggle

  提出客訴一定要掌握的三大重點

1.State the problem.(提出問題 )

強調重點：Be specific and concise about your problem.（把問題簡潔明確表達出來）

2.Express your feelings.（表達感受）

強調重點：Let them know the inconvenience and dissatisfaction that have been
caused because of the poor service.（讓對方了解因為服務不好，對你造成的不便和不滿）

3.Tell them what you want.（訴諸行動）

強調重點：Tell them how you would like the problem to be resolved.（告訴對方你的解決方案）

重點整理

實用對話　狀況劇一

出差下榻的商務旅館，房間沒打掃乾淨( Bad hotel experience.)

A : My name is Grace. How may I help you?

您好，請問有什麼地方可以為您服務嗎？

B : This is John in room 301. I would like to complain about this
room. The room was untidy from the time I arrived. There is also
an empty beer bottle in the refrigerator. I am a frequent traveller,
and this has never happened to me before. This is ridiculous and
I need to transfer to a new room.

我是住在301房的John，我要抱怨這間房間。我進房後發現房間沒打掃乾淨，冰箱甚至有一瓶喝剩的啤酒。我常常旅遊，這種事從來沒發生過，請立刻幫我換一間新房間。

A : I am so sorry. I am sending someone to take care of it.

非常抱歉，我派人過去查看

5 minutes later 5分鐘後

A : Sorry. It is our fault. I will transfer you to a new room now. In order
to compensate the service, your room will also be upgraded.
Is there anything else I can do for you?

抱歉，是我們的疏忽。我會替您換間新房間。為了補償您，我們會自動幫您的房間升級。請問還有其他需要幫忙的地方嗎？

B : That’s all. Thank you.
€܄這樣就好，謝謝你

Tips

1.Be specific and concise when describing your problem.

抱怨力求闡述重點，文章簡潔

2.Even if you are angry, remain calm. People are more willing to help you if you are polite. 　

客訴時有禮貌，語氣冷靜。通常處理的人也會比較願意幫助您