遇到不滿意的事情和對待需要投訴時，禮貌地說比較奏效。而且有趣的是，你可能先要說SORRY，再提出你的投訴，這樣顯得很有教養(yǎng)和禮貌，你的問題才會得到更圓滿的解決。
比如，在商店里，收款員找錯了錢，你可以說： "Excuse me, I think you've given me the wrong change"或者 "Sorry, I think this change is wrong. I gave you $20, not $10."
在酒店里房間的調溫器壞了："Excuse me, but there's a problem with the heating in my room." "Sorry to bother you, but I think there's something wrong with the air-conditioning."
失竊了："I'm afraid I have to make a complaint. Some money has gone missing from my hotel room."
房間沒有整理："I'm afraid there's a slight problem with my room - the bed hasn't been made."
當人們發(fā)現(xiàn)自己錯了而道歉，一般都會說SORRY，然后再提出把事情做好的解決辦法。
比如對應上面對調溫器的投訴："Excuse me, but there's a problem with the heating."
或者 "I'm sorry - I'll get someone to check it for you."
或者 "Sorry to hear that - I'll send someone up."
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