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  • Sam: Hello, this is 6 Minute English.

  • I'm Sam.

  • Rob: And I'm Rob.

  • Sam: Are good at complaining, Rob?

  • Rob: Of course not. I'm British! I never

  • complain, even when I get terrible service.

  • It's just

  • too embarrassing.

  • Sam: Well, you might be

  • in a minority now as it seems

  • we British are complaining more

  • than we used to. We'll look at this topic

  • a little more after

  • this week's quiz question.

  • The oldest recorded complaint is on

  • a stone tablet in the British Museum.

  • It's nearly

  • 4000 years old.

  • What was the complaint about?

  • a) An incorrect number of goats that were

  • delivered after being bought at market.

  • b) The quality of copper bars

  • that were supplied, or c) The

  • non-payment of a bill for a banquet.

  • What do you think, Rob?

  • Rob: I'm just going to guess at the goats.

  • Someone bought a load

  • of goats and fewer were

  • delivered than were bought.

  • That sounds good, but it's just a guess.

  • Sam: OK. Well, I will reveal the answer

  • later in the programme, and

  • don't complain if you

  • get it wrong! You and Yours is

  • a BBC radio programme about

  • consumer affairs. On a recent

  • programme they discussed

  • the topic of complaining and customer

  • service with Giles Hawke from

  • an organisation called the Institute

  • of Customer Service.

  • He talks about different sectors.

  • A sector is a particular area of business.

  • Which sectors does he say

  • have most problems

  • when it comes to keeping

  • the complaining customer satisfied?

  • Giles Hawke: The sectors that probably

  • have more problems than

  • the UK average are public

  • services, telecommunications, transport

  • and service sector. And there are

  • probably some

  • inherent challenges within those

  • sectors - they may have more impact

  • on a day-to-day basis.

  • Those sectors which are performing

  • well - travel is performing well,

  • retail is performing well,

  • leisure appears to be performing well.

  • Sam: So, which sectors are not keeping

  • the customer satisfied?

  • Rob: He says that public services,

  • telecoms, transport and

  • the service sector have most problems.

  • Sam: And he says that these sectors

  • may have inherent challenges.

  • What does he mean by that?

  • Rob: Well, some sectors, by their nature,

  • are more complicated and

  • more likely to cause

  • problems for customers.

  • Public services, for example, often

  • don't have enough money or

  • enough staff. Telecommunications

  • systems, such as your internet

  • connection, are very

  • complicated and sometimes go wrong.

  • Bad weather can affect transport,

  • and so on. So an inherent

  • problem is a problem that is part of

  • the nature of the thing itself.

  • Sam: So, those sectors are not

  • performing well. We usually think

  • of the word perform when we are

  • talking about actors or musicians,

  • but in a business sense to perform well or

  • badly means to be successful or not, and,

  • according to Giles Hawke, travel and retail

  • are performing well in terms

  • of customer service.

  • Giles Hawke goes on

  • to talk about how people

  • are actually making their complaints,

  • but are modern methods taking over

  • from the traditional

  • letter or phone call?

  • Giles Hawke: We still see over 58% of

  • complaints are made by phone

  • or by letter so, you know,

  • the more traditional methods of making

  • a complaint are still dominant,

  • but we are seeing social

  • media rise, although it's still a very small

  • part of how people complain

  • and it tends to be used as

  • an escalation point if people aren't

  • getting what they want

  • dealt with in the first instance.

  • Sam: So, are people using

  • modern methods more

  • than traditional ones?

  • Rob: Actually, no. He says that phoning

  • or writing a letter are still dominant. This

  • means they are still the main, most

  • used methods for making a complaint.

  • Sam: Where people are turning to

  • social media is if their complaint

  • is not dealt with. To deal with

  • something means to sort it, to fix

  • it - and if you complain and it's not dealt

  • with, then, he says, people turn to social

  • media as a form of escalation.

  • Rob: When you escalate a complaint,

  • you take it to a higher level.

  • Putting your complaint

  • on social media means that a lot more

  • people are going to see it

  • and it might encourage

  • a company to deal with the complaint.

  • Sam: Right, well before we receive

  • any complaints, let's review

  • today's vocabulary after the

  • answer to the question which was about

  • a 4000-year-old complaint.

  • Was the complaint about:

  • a) An incorrect number of goats that were

  • delivered after being bought at market.

  • b) The quality of copper bars that

  • were supplied, or c) The non-payment

  • of a bill for a banquet.

  • Rob, what did you say?

  • Rob: I went for a). I went for the goats.

  • Sam: Sorry! It was actually a complaint

  • about the quality of copper ingots or bars that

  • were supplied. If you knew that, very well

  • done. If you guessed right, also, very well

  • done. No shame to get that one wrong.

  • Rob: And no complaints from me!

  • Sam: OK. Right, now vocabulary.

  • We had sectors, which are particular

  • areas of business in

  • the economy.

  • Rob: Something that is inherent is

  • a natural part of something.

  • It's usually used to describe

  • a problem or risk that is

  • an unavoidable part of something.

  • Sam: How successful a company is

  • can be describe as how well it's

  • performing. And if something

  • is dominant, it means it is

  • the strongest or most used.

  • Rob: And if a company doesn't deal with,

  • or try to fix a problem,

  • the customer might take

  • the complaint to the next level on social

  • media, which would mean an escalation.

  • Sam: Thank you, Rob. That's all from

  • 6 Minute English this time.

  • Do join us again soon and

  • don't forget to check us out online.

  • Bye bye!

  • Rob: Bye!

Sam: Hello, this is 6 Minute English.

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B1 中級

你擅長抱怨嗎?聽聽6分鐘英語 (Are you good at complaining? Listen to 6 Minute English)

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    林宜悉 發佈於 2021 年 01 月 14 日
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