جدی میگویی؟

You cannot be serious!

Narrator

Welcome back to Tip Top Trading where everyone seems a bit flustered.

Paul

…and we really need the best biscuits there are.

Denise

Yes, and I’ve made sure there’s tea and coffee… Paul

…and the carpets?

Denise

Uh?

Paul

…have they been cleaned.

Denise

Don’t panic Paul, all taken care of.

Narrator

You see, the big boss from America, Mr Socrates, is in town and everything must be just right. What’s he like Anna?

Anna

Well, so far he seems OK. A bit bossy, quite short and… a bit smelly!

Narrator

Well, he did just fly in from the States. But you booked him into a good hotel so hopefully he’s had a chance to clean up.

Anna

I hope so! Oh, I had better get that. Hello? Ah hello Mr Socrates, did you sleep well? Oh! I see… I see… erm… well… oh, I don’t know… Tom said it was five-star… well… OK… goodb- Oh, he’s hung up.

Paul

Everything OK Anna? You look a bit pale.

Anna

It was Mr Socrates. He’s not happy.

Paul

Golly gosh, oh dear. What’s the matter?

Anna

It’s his hotel room. He doesn’t like it. The bed’s too soft, too small and it’s a single room not a twin room.

Paul

Oh yes, he likes to have two beds in the room for some reason.

Anna

But Tom said he only likes a single bed in the room.

Paul

Really? Oh no, he insists on a twin – something to do with business partners he says. Anything else?

Anna

Yes. He says he wanted freshly squeezed orange juice for breakfast, not the stuff out of a carton.

Denise

Anything else?! A view of Mount Everest perhaps?

Paul

Yes, thank you Denise. Well, we really must sort this out. We can’t afford to upset Mr Socrates. Now Anna, you chose this hotel, I really think you need to sort out this mess.

Anna

It was Tom’s suggestion…

Paul

Just sort it, quickly. Oh golly gosh, golly gosh.

Narrator

Uh oh Anna. Time to do some complaining. What are you going to say?

Anna

Oh… I don’t know. I’m not very good at complaining.

Narrator

Well, Anna. Keep your cool and politely tell the hotel why you’re not happy. You could say: I’m very disappointed with your service.

The standard of service is not good enough.

The room I booked did not meet my expectations Good luck Anna!

Anna

OK. Here goes.

Receptionist

Hello. Royal Imperial Hotel.

Anna

Erm… hello… I want to… I want to complain.

Receptionist

Really? About what exactly?

Anna

Your hotel… Well, I mean, a room I booked for my boss. Room 101. I’m very disappointed with your service.

Receptionist

And why’s that then?

Anna

Well, the room isn’t like the one I booked. It’s just not good enough.

Receptionist

Hmm. Let’s have a look at the booking… well your boss got a bed… and breakfast too… a continental breakfast in fact.

Anna

But the room just didn’t meet his expectations… hello?

Denise

Give me the phone Anna, I’ll deal with this. Now hello Miss…?

Receptionist

Miss Fit.

Denise

Miss Fit? This is the office assis- I mean Manager here. This isn’t good enough. My colleague has made it quite clear that the room did not meet our requirements and I would like you to resolve this matter as quickly as possible or I will have to cancel our reservation.

Receptionist

Sadly, we have no other twin rooms available and anyway… Denise

Alright, I’d like to speak to your manager please. Really!

Narrator

Good old Denise. I can tell she’s done this before but will talking to the manager really sort things out? Let’s remind ourselves of some of the phrases you can use when you need to complain: I’m very disappointed with your service.

The standard of service is not good enough.

The room I booked did not meet my expectations.

And to get things sorted you could say: I would like this matter resolved as quickly as possible.

Or:

I would like to cancel my reservation and get a full refund.

Let’s see if Denise has sorted things out?

Paul

So have you managed to sort out Mr Socrates?

Denise

Oh yes, Anna’s got him a new room.

Paul

Thanks Anna, I’ll let him know. And what about the orange juice?

Anna

Errr…

Denise

Freshly squeezed, every morning!

Paul

Oh golly gosh, that reminds me, we need some here in the office. He’s going to be here any minute and he says he’s got some important news for us.