English Wednesday lesson. Now it is no surprise that dealing with complaints in

《自信說英文》的課程。現今不管用任何語言，處理抱怨

any language is really awful. It is uncomfortable, it's stressful.

都是很令人畏懼的。這是非常不舒服且壓力很大的

No one likes talking to an angry customer or someone who's upset. Last

沒有人喜歡和氣憤的顧客或是傷心的人說話

week in our Confident English lesson we focused on how to make a complaint when

上禮拜我們在《自信說英文》的課程有探討當你發生某件事

something happens to you and you're upset. You want to fix it. But we also

使你很沮喪時該如何抱怨。你想要修正它，但我們也

need to understand the other side -- what to do when someone makes a complaint to

需要理解對方的立場 -- 當某人投訴你時你會怎麼做？

you. Maybe your job is to fix problems and handle customer complaints. Or maybe

也許你的工作是修正問題和處理顧客的投訴

something happens with your neighbor and they're kind of angry at you and they

或是你的鄰居發生某事，然後他們對你很不滿

come to you with a complaint. What do you do to keep that relationship with your

並且找上你抱怨。為了與你的鄰居保持良好關係，你要怎麼做？

neighbor? Or what do you do to keep a client so that they don't leave you for

或是為了留住客戶，以防他們離開去其他公司，你要怎麼做？

another company? That is what we're going to focus on in today's lesson.

這就是我們今天要在課程裡探討的主題

Okay so today is all about how to respond to complaints the right way in

所以今天我們要了解如何用英文且正確的方式去回應抱怨

English. And we're going to focus on four simple steps that you can use and follow.

我們會聚焦在四個簡單的步驟，你可以遵循使用這些步驟在生活上

And I'll help you with the language that you should use -- language that native

然後我會教你應該使用的語言 -- 本地人

speakers use every day to handle complaints in the best way. We're going

每天使用的語言去處理抱怨最好的方式

to focus on how to listen, apologize, take action, and then follow up.

我們將會探討如何去傾聽、道歉、採取行動，還有後續行動

But let's get a little bit more in depth with each one. Now the first step is to

但是讓我們在更深入了解每一個步驟。現在，第一步是「傾聽」

listen. Listen to the person making a complaint and that seems easy right? But

傾聽他們抱怨看似很簡單？

did you know that in English we actually have sounds and words that we use to

但是在英文裡我們確實必須發出聲音或說話

show that we're listening? In some cultures it's perfectly normal to stay a

代表我們有在聽，在一些文化中，當傾聽他人說話時要

hundred percent silent when you're listening to someone but not in English.

保持百分之百的安靜，這是最好且常見的，但不適用於英文

Here are a couple of things that you can do to effectively show that you're

這裡有幾件事情你可以有效地表達

really listening, that you really care about the complaint. You'll often hear

你真的有在聽他們說話，而且你很在意他們抱怨的內容。

native speakers make sounds like mm-hmm, I see,

你常常聽到英文母語者會發出語助詞像是 mm-hmm (恩 ... ), I see (我知道了 ... ),

yeah. All of those little sounds mm-hmm,

yeah (你說的沒錯)，這些語助詞 mm-hmm (恩 ... ),

yeah, I see those sounds indicate that we're listening to you or listening to

yeah (你說的沒錯), I see (我知道了 ... ) 這些聲音表達出我們正在聽你說話

another person. And if those sounds or words are new for you, if they sound a

或是聽另一個人說話。然後如果那些語助詞對你來說很陌生，如果它們聽起來

little silly, practice using them on your own. You can practice when you're by

有點奇怪，自己要多練習使用這些語助詞。你可以自己與自己練習

yourself but those are really important, especially if you're talking to a native

那些語助詞真的很重要，尤其是當你和英文母語者說話時

speaker to show that you're listening. Now since we're talking about responding

這可以表示你有在聽他們說話。現在因為我們在講有關回應

to a complaint, you can use those sounds and words to

抱怨的方法，你可以用這些語助詞

show that you're listening and then you can also use a few questions to help

表示你正在傾聽，然後你也可以用一些問題去幫助

clarify the situation or make sure that you understand it. And again, this shows

你釐清狀況和確保了解整個抱怨的內容。再說一次，這可以

that you really care, that you really want to understand the problem. For

表示你真的很在意且想要了解問題

example you can say something like, "Could you tell me a little bit more about what

舉個例子，你可以說「可以請你告訴我關於這件事更多的細節嗎？」

happened?" Or "Could you tell me exactly what happened?" And finally, "Let me see if

或是「可以請你告訴我事情是怎麼發生的嗎？」，最後再說「讓我確認

I understand this correctly..." and then you would summarize what you understand

我是否正確地了解整件事情發生 ... 」然後你要關於這個問題

about the problem. Now that you've listened and you understand the problem,

做總結。既然你已經傾聽也了解問題

the next important step is to apologize. this can be the hardest step because

下一個重要的步驟就是「道歉」，這可能是最難的一步，

maybe you don't think anything is really wrong, maybe you don't really understand

因為你也許不認為你真的有任何錯，也許你不能真正地理解問題

the problem but this is also what your customer, what your neighbor or someone

但這確實也是你的顧客、你的鄰居或是被冒犯的人

who is offended wants the most -- they want an apology. So here are a few

最想要的 -- 他們想要得到一個道歉，所以這裡有

common ways that native speakers apologize when something's wrong: "I'm

些常見的用法，當事情不對時，英文母語者抱歉會說

really sorry this happened to you." "I'm terribly sorry.

「我很抱歉這樣的事情發生。」「我真的感到非常抱歉

We're going to fix this right away." "I understand why you're so frustrated and

我們會馬上改進。」「我能理解為什麼你這麼生氣

I'm really sorry." "I know this is a huge inconvenience and I'm really sorry about

我真的很抱歉」「我知道這對你造成非常的困擾，我真的對此感到很抱歉。」

that." And now that you've apologized it's time to take action. So depending on your

在你抱歉完後就是「採取行動」的時間了，所以依照

specific situation this might be providing a refund to a client or fixing

特定的情況給予客戶退費服務或是

something that's broken. Maybe you need to resolve a conflict and to take action

維修壞掉的商品，也許你需要化解衝突，為了採取行動

you can do two things: one you can say exactly what you're going to do

你可以做兩件事情：第一，你可以直接說名你會如何處理這件事情

for example, "I understand why you're frustrated. I'm sorry you're not happy.

舉個例子「我能理解你的不滿，我很抱歉讓你感到不開心

We'll give you a refund right away." And there is the action -- we will give you a

我們將會立即退費給您。」這就是一個行動 -- 我們將會立即退費給您

refund right away. Or we're going to schedule someone to come fix the problem

或是我們今天會安排某人去修理這個問題

today. We're going to schedule someone to come tomorrow to resolve the issue. Or

我們會安排某人明天去處理這個問題

you can simply say something like, "I'm going to fix the problem right away." "I'll

或是你可以簡單地說像是「我將會立即處理這個問題。」

get that fixed right away." Now the second option is to ask a question if you're

「我將會馬上處理。」現在第二個選擇是詢問，當你

not sure what the other person wants and this is more common when it's a personal

如果不確定對方要的是什麼時，你可以詢問，在私人關係中，這是最常見的

relationship. Again imagine that you've broken a fence that your neighbor built

再一次想像你弄壞了你鄰居的柵欄

or something negative happened and you don't know what they really want, you can

或是有一些不好的事情發生，然後你不知道他們真的想要什麼

just ask. For example you could say, "What can we do to fix this?" Or "What would you

你可以詢問，舉個例子，你可以說「我們該怎麼修理呢？」或是「你

like me to do to fix this?" And finally, after you have listened, apologized, and

希望我怎麼做呢？」最後，在你完成「傾聽」、「抱歉」和

taken action, you want to follow up. After you fixed the problem, resolved the

「採取行動」後，你必須有「後續動作」。在你修正好問題後，化解

conflict, replaced a product, or gave a refund, you want to make sure that your

衝突，更換新的產品或是退費補償，確保你的顧客、

customer, your friend, your neighbor is happy, that everything is ok. And to do

朋友或鄰居是開心的，一切都很好，為了達成這樣的結果

that you can simply send an email, make a phone call, go talk to your neighbor and

你可以簡單地寄電子郵件、打電話或是直接和你的鄰居說話

ask them something like: "Did everything work out okay for you?" Did everything

你可以說「一切都好嗎？」一切都好嗎？

work out okay for you? Are you happy with the solution? Is the new product working

你對這樣的解決方法滿意嗎？新產品是否運作正常？

okay for you? Are you satisfied with how we fixed this? Are you satisfied with how

你滿意我們的處理方式嗎？你對我們處理問題的方式滿意嗎？

we fixed the problem? And almost always when you ask those

當你詢問這些簡單的

simple follow-up questions your customer or your next-door neighbor feels so

後續問題時，你的顧客或是鄰居通常都會很開心

happy because you care. You cared enough to ask if everything is okay. And with

因為你真的有在乎他們，你夠在乎所以才會問他們是否一切都好

that you have four simple steps plus all the language that you need to respond to

你學會了這四個步驟，再加上你需要知道如何

complaints the right way in English. Now as always I do have more expressions

正確使用英文回應抱怨，我都會有更多語助詞介紹在線上課程上

that you can use in the online lesson, so review those expressions, add those to

你可以使用這些線上課程，複習那些語助詞，加上

your active vocabulary and I have a challenge question for you at the end.

生動的單字，在最後我還有一個挑戰性問題要問你

Thank you so much for joining me, I love having you here every Wednesday and I'll

謝謝你今天的參與，我喜歡每個星期三都看到你學習課程

see you next week for your Confident English lesson.

我們下週《自信說英文》再見