遇到不满意的事情和对待需要投诉时，礼貌地说比较奏效。而且有趣的是，你可能先要说SORRY，再提出你的投诉，这样显得很有教养和礼貌，你的问题才会得到更圆满的解决。　　比如，在商店里，收款员找错了钱，你可以说： "Excuse me, I think you've given me the wrong change" 或者 "Sorry, I think this change is wrong. I gave you $20, not $10." 　　在酒店里房间的调温器坏了："Excuse me, but there's a problem with the heating in my room." "Sorry to bother you, but I think there's something wrong with the air-conditioning." 　　失窃了: I'm afraid I have to make a complaint. Some money has gone missing from my hotel room." 　　房间没有整理："I'm afraid there's a slight problem with my room - the bed hasn't been made." 　　当人们发现自己错了而道歉，一般都会说SORRY，然后再提出把事情做好的解决办法。 　　比如对应上面对调温器的投诉："Excuse me, but there's a problem with the heating." 　　或者 "I'm sorry - I'll get someone to check it for you." 　　或者 "Sorry to hear that - I'll send someone up."

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