英语听力精选进阶版 15120（在线收听）

English at Work 

Episode 26: You cannot be serious! 

(Language for complaining) 

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!   

(Ph on e  ri n g s)  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:   J ust sort it, quickly. Oh golly golly g osh. 

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 you r  cool and politely tell t he 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.  (Di a l l i n g  p h on e a n d   ri n g i n g )  

Receptionist:    Hello. Royal Imperial Hotel.  

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

Receptionist:  Really? About what exactly? 

Anna:  Your hotel…  W ell, 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:  B ut the room just didn’t meet his expectations …  h ello? 

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 ol d Denise. I can tell she’s done this  before but will talking to the 

m anager 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. 

  Listening Challenge  

What type of hotel room did Mr Socrates really want?  

Answer: a twin room