英语听力

听力入门英语演讲VOA慢速英语美文听力教程英语新闻名校课程听力节目影视听力英语视频

BBC: 如果遇到服务不满意 你擅长投诉吗?

kira86 于2020-08-26发布
增大字体 减小字体
本期BBC六分钟英语听力的话题是——投诉。如果服务行业的服务很差,你会投诉吗?
    小E英语欢迎您,请点击播放按钮开始播放……

Are you good at complaining?

你擅长投诉吗?

Sam: Hello, this is 6 Minute English. I'm Sam.

哈喽,这里是6分钟英语我是山姆。

Rob: And I'm Rob.

我是罗布。

Sam: Are good at complaining, Rob?

你擅长投诉吗,罗布?

Rob: Of course not. I'm British! I never complain, even when I get terrible service. It's just too embarrassing.

当然不,我可是英国人!即使服务很差,我也从不投诉。这太尴尬了。

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?

好吧,你这样的现在是少数了,因为似乎现在的英国人比以前更会投诉了。我们先做这周的测试题,然后再来讨论这个问题。最古老的投诉记录在大英博物馆的一块石碑上。它有将近4000年的历史。上面投诉的内容是什么?a)在市场上购买的山羊数量不正确b)提供的铜棒的质量,c)宴会没有付账。你觉得呢,罗布?

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.

我猜和山羊有关。某人买了一群山羊,但最终收到的数量少了。听起来合情合理,但这只是我的猜测。

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?

好的。我稍后会在节目中揭晓答案,如果你做错了可别投诉!《你和你的家庭成员》是英国广播公司关于消费者事务的节目。在最近的一个节目中,他们与来自客户服务协会的贾尔斯·霍克讨论了投诉和客户服务的话题。他谈到了不同的部门。一个部门是一个特定的业务领域。他说,在让投诉的客户满意方面,哪些行业问题最多?

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.

问题可能高于英国平均水平更多的行业是公共服务业、电信业、交通业和服务业。这些行业可能存在一些固有的挑战——它们可能对日常生活产生更大的影响。那些表现良好的行业…旅游业表现良好,零售业表现良好,休闲业似乎也表现良好。

Sam: So, which sectors are not keeping the customer satisfied?

那么,哪些行业没有让客户满意呢?

Rob: He says that public services, telecoms, transport and the service sector have most problems.

他表示,问题最多的是公共服务业、电信业、交通业和服务业。

Sam: And he says that these sectors may have inherent challenges. What does he mean by that?

他还表示这些行业存在固有挑战。这句话怎么理解?

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.

有些行业,就其性质而言,更复杂,更有可能给客户带来麻烦。例如,公共服务部门往往没有足够的资金或人手。电信系统,如互联网连接,是非常复杂的,有时会出问题。坏天气会影响交通,等等。所以inherent problem是指事物本身的一部分本质问题。

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.

因此,这些行业的表现并不好。当我们谈到演员或音乐家时,我们通常会想到“表演”这个词,但在商业意义上,“表演好”或“表演坏”意味着“成功”或“失败”。根据贾尔斯·霍克的说法,旅游业和零售业在客户服务方面表现良好。

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?

贾尔斯·霍克接着继续谈到了人们投诉的方式,但是传统的写信或打电话投诉正被现代的方式取代吗?

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.

我们仍然看到超过58%的投诉是电话或信件的方式,所以说更传统的投诉方法仍占主导地位,尽管仍然只有一小部分人通过社交媒体投诉,但我们能看到它正在兴起,并且如果人们一开始没有达到诉求的效果,都倾向于使用这种方式进行升级。

Sam: So, are people using modern methods more than traditional ones?

那么,使用现代投诉方式的人比使用传统方式投诉的人更多吗?

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.

实际上并非如此。他表示写信或打电话投诉的人仍然占多数。换句话说,这两种方式仍然是投诉的最常用的主要方式。

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.

如果人们的投诉没有得到处理,他们会转向社交媒体。To deal with something指的是处理某事,解决某事——然后他表示如果投诉没有得到处理,人们会转向社交媒体升级投诉。

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.

升级投诉指的是升级事态。将投诉发在社交媒体上意味着很多人能看到,这能促使企业处理投诉。

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?

好的,在我们受到投诉之前,我们来复习一下今天学的单词。但我们先来看看4000年前的投诉问题的答案。投诉的内容是:a)在市场上购买的山羊数量不正确;b)提供的铜棒的质量;c)宴会没有付账。你觉得呢,罗布?

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

我之前选的是a,有关山羊的。

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.

抱歉!实际上是关于提供的铜棒质量的投诉。如果你做对了,那很棒,如果你猜对了也很棒。如果做错了也不丢脸。

Rob: And no complaints from me!

我也没有投诉!

Sam: OK. Right, now vocabulary. We had sectors,which are particular areas of business in the economy.

好的。我们现在来复习词汇。我们谈到了sectors,指的是经济中特定的商业领域。

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.

Something that is inherent指的是事物本身的一部分,通常用来描述某事不可避免的问题或风险。

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.

我们用表现的好坏来描述一个公司是否成功。something is dominant指的是最强的或最常用的。

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.

如果一个公司不处理或解决问题,客户可能会转向社交媒体进行投诉升级,也就是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!

谢谢,罗布。今天的节目就到这。下期节目再见,记得在网上搜索我们哦。拜拜!

Rob: Bye!

拜!

 1 2 下一页

分享到

微信订阅

听力节目排行