英语投诉有其特殊的语域:对事实要坚定,对人要温和。把握好这个平衡,通常就能得到你想要的结果。购物词汇本身——尺码、试衣间、小票——是另一套内容。
开场
先表明接下来要说的是投诉:对方需要一点时间转换角色。
- Excuse me, I've got a bit of a problem with this.
- Sorry, but I think there's been a mistake.
- I bought this yesterday and unfortunately it doesn't work.
这里的 Sorry 并不表示你有错。它是一个缓和词,英语使用者投诉时经常用它。
陈述问题
描述物品,而不是人。
✅ It's faulty. / It doesn't work. / There's a hole in it. ✅ This isn't what I ordered. ✅ I've been charged twice. ❌ You sold me a broken thing.(指责对方)
语法可以替你完成这项工作:被动语态或以 it 作主语,都能把"人"从句子里去掉。I was charged twice · It arrived damaged · There seems to be a fault。
说清楚你想要什么
只投诉不提要求,不过是发泄情绪。要说清楚你希望的结果。
- I'd like a refund, please.
- Could I exchange it?
- Could you replace it?
- I'd like to speak to the manager, please.
Refund 是退款。Exchange 是换成别的商品。Replace 是换成同款的新商品。
有分量的措辞
有些说法能表明你清楚自己的立场,并明显改变对方的反应:
- It's faulty.(不只是"不喜欢"——这才是关键词)
- It's not fit for purpose.
- It's still under warranty.
- I bought it less than 30 days ago.
- What's your returns policy?
- This doesn't affect my statutory rights.(英国)
对商店而言,这个区别很重要:faulty(有瑕疵)意味着商品本身有问题,你有权要求处理;changed my mind(改变主意)则只能依靠商店的善意。
在餐厅
- Excuse me, I ordered the chicken, not the fish.
- This is cold, I'm afraid.
- Could we have a different table? This one's a bit draughty.
- I think there's a mistake on the bill.
- I'm sorry, but I did say no nuts — I'm allergic.
要在用餐过程中提出,而不是事后。等菜都吃完了才在收银台投诉,分量几乎为零。
网购
- My order hasn't arrived. · It's three days late.
- I've received the wrong item.
- It arrived damaged.
- Could you send me a return label?
- How long does the refund take?
- I'd like to cancel my order.
准备好:订单号、日期;如果商品损坏,还要准备照片。
书面投诉
书面投诉遵循一个固定的四段式结构:
I ordered a kettle on 3 May (order 481-2290). It arrived on the 7th, but the lid is cracked.
I've attached a photo.
I'd like a replacement, or a refund if that's not possible.
Could you let me know by Friday?
事实、证据、期望的结果、期限。不需要愤怒——具体本身就有说服力。
礼貌地升级
如果第一次得到的答复是"不行":
- Is there anything you can do?
- Could I speak to someone else?
- What's your returns policy?
- I'd like to make a formal complaint.
语气全程保持平稳。在英语里,施加压力靠的是具体和坚持,而不是音量——在英国商店里提高嗓门,通常意味着这场交涉已经输了。
对方会问你什么
- Have you got the receipt?
- Do you have the original packaging?
- When did you buy it?
- Was it like that when you bought it?
对人温和,对事实坚定。 水壶不是店员做的。把怒气发泄在他身上,只会把一个本可解决的问题变成一场你注定会输的冲突;而平静具体的陈述——日期、缺陷、你想要什么——才能给他一个可以着手处理的方向,也让他愿意帮忙。
一次成功的退货
A: Hi, sorry — I bought this last week and unfortunately it's stopped working.
B: Oh dear. Have you got the receipt?
A: I have, here. It's faulty rather than anything I've done — it wouldn't switch on this morning.
B: I can exchange it or refund it, whichever you prefer.
A: A refund, please. Thank you for sorting it out.
Sorry 是缓和词,faulty 是关键词,加上清楚的要求和结尾的致谢。
自测
下面的测验考查这些措辞和升级投诉的方式。