Are you good at complaining?
你擅长投诉吗？
Hello, this is 6 Minute English. I'm Sam.
大家好，这里是六分钟英语，我是萨姆。
And I'm Rob.
我是罗伯。
Are good at complaining, Rob?
罗伯，你擅长投诉吗？
Of course not. I’m British!
当然不。我是英国人！
I never complain, even when I get terrible service.
我从不投诉，即使我得到很差的服务。
It’s just too embarrassing.
那太尴尬了。
Well, you might be in a minority now as it seems we British are complaining more than we used to.
好吧，你现在可能是少数，因为我们英国人似乎比以前投诉得多了。
We’ll look at this topic a little more after this week’s quiz question.
在本周的小测验之后我们会进一步讨论这个话题。
The oldest recorded complaint is on a stone tablet in the British Museum.
被记录下来的最久远的投诉是在大英博物馆的一块石碑上。
It’s nearly 4000 years old.
它有近4000年的历史。
What was the complaint about?
投诉的内容是什么？
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?
a)在市场上买到的山羊数量不正确，b)所供应铜条的质量，还是c)没有支付宴会账单？
What do you think, Rob?
你觉得呢，罗伯？
I’m just going to guess at the goats.
我猜是跟山羊有关。
Someone bought a load of goats and fewer were delivered than were bought.
有人买了许多的山羊，送来的比买下的少。
That sounds good, but it’s just a guess.
听起来不错，但这只是个猜测。
OK. Well, I will reveal the answer later in the programme, and don’t complain if you get it wrong!
好的。稍后我将在节目中揭晓答案，如果你答错了不要投诉啊！
You and Yours is a BBC radio programme about consumer affairs.
You and Yours是BBC广播一个关于消费者事宜的节目。
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.
在最近的一期节目中，他们与客户服务协会的贾尔斯·霍克讨论了投诉与客户服务方面的话题。
He talks about different sectors.
他谈到了不同行业。
A sector is a particular area of business.
行业是一个特定的商业领域。
Which sectors does he say have most problems when it comes to keeping the complaining customer satisfied?
当谈到令投诉的客户满意方面时，他说哪些行业的问题最多？
The sectors that probably have more problems than the UK average are public services, telecommunications, transport and service sector.
问题可能超过英国平均水平的行业是公共服务、电信、交通和服务行业。
And there are probably some inherent challenges within those sectors - they may have more impact on a day-to-day basis.
这些行业可能存在一些固有的挑战——它们可能对日常生活有更大的影响。
Those sectors which are performing well … travel is performing well, retail is performing well, leisure appears to be performing well.
那些经营良好的行业……旅游业经营良好，零售业经营良好，娱乐产业经营良好。
So, which sectors are not keeping the customer satisfied?
所以哪些行业没有让客户满意呢？
He says that public services, telecoms, transport and the service sector have most problems.
他说公共服务、电信、交通和服务业面临的问题最多。
And he says that these sectors may have inherent challenges.
而且他说这些行业可能存在固有挑战。
What does he mean by that?
他那么说是什么意思？
Well, some sectors, by their nature, are more complicated and more likely to cause problems for customers.
嗯，有些行业从本质上说就比较复杂，更容易给客户带来麻烦。
Public services, for example, often don’t have enough money or enough staff.
例如，公共服务常常没有足够的资金或足够的员工。
Telecommunications systems, such as your internet connection, are very complicated and sometimes go wrong.
电信系统，比如你的网络连接，是非常复杂的，有时会出错。
Bad weather can affect transport, and so on.
坏天气会影响交通等等。
So an inherent problem is a problem that is part of the nature of the thing itself.
所以固有的问题是事物本质的一部分。
So, those sectors are not performing well.
因此，这些行业经营不善。
We usually think of the word perform when we are talking about actors or musicians,
当我们谈论演员或音乐家时，我们通常会想到“表演”这个词，
but in a business sense to perform well or badly means to be successful or not,
但在商业意义上，“经营得好”或“经营得不好”意味着成功或失败。
and, according to Giles Hawke, travel and retail are performing well in terms of customer service.
而且根据贾尔斯·霍克的说法，旅行业和零售业在客户服务方面经营良好。
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·霍克继续谈到人们实际上是如何投诉的，但是现代方法取代了传统的信件投诉或电话投诉吗？
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,
我们仍看到超过58%的投诉是电话投诉或信件投诉，你知道的，以更传统的方法进行投诉仍占主导地位，
but we are seeing social media rise, although it’s still a very small part of how people complain,
但我们看到社交媒体兴起，尽管仍是小部分的人以这种方式投诉，
and it tends to be used as an escalation point if people aren’t getting what they want dealt with in the first instance.
如果人们一开始没有得到想要的处理，它往往会被用作事件升级点。
So, are people using modern methods more than traditional ones?
所以人们使用现代方法投诉比使用传统方法投诉多吗？
Actually, no.
事实上，不是。
He says that phoning or writing a letter are still dominant.
他说，打电话或写信投诉仍占主导地位。
This means they are still the main, most used methods for making a complaint.
这指的是它们仍然是主要的，最常用的投诉方法。
Where people are turning to social media is if their complaint is not dealt with.
人们转向社交媒体的原因是他们的投诉没有得到处理。
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.
解决某事指的是对它进行处理、修正——如果你投诉却没得到处理，那么人们就会转向社交媒体作为一种升级形式。
When you escalate a complaint, you take it to a higher level.
当你把投诉升级时，你会把它提升到一个更高的等级。
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.
把你的投诉放到社交媒体上意味着会有更多的人看到它，这可能会促进公司处理投诉。
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.
好的，在我们收到任何投诉之前，让我们揭晓问题答案然后复习一下今天的词汇。那个问题是关于一个有4000年历史的投诉。
Was the complaint about:
投诉的内容是：
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.
a)在市场上买到的山羊数量不正确。b)所供应铜条的质量，还是c)没有支付宴会账单？
Rob, what did you say?
你说是什么，罗伯？
I went for a). I went for the goats.
我选了a)。我选了山羊那个选项。
Sorry! It was actually a complaint about the quality of copper ingots or bars that were supplied.
很遗憾！它实际上是对所供应铜锭或铜条质量的投诉。
If you knew that, very well done.
如果你知道的话，那你做得很好。
If you guessed right, also, very well done.
如果你猜对了，也很好。
No shame to get that one wrong.
答错了也并不丢脸。
And no complaints from me!
我不会投诉的！
OK. Right, now to vocabulary.
好的。现在词汇部分。
We had sectors, which are particular areas of business in the economy.
我们学了“行业”，这是经济中的特殊商业领域。
Something that is inherent is a natural part of something.
固有的事物是事物的自然组成部分。
It’s usually used to describe a problem or risk that is an unavoidable part of something.
它通常用来描述一个问题或风险是某事物不可避免的部分。
How successful a company is can be describe as how well it’s performing.
一个公司的成功程度可以用它的经营情况来描述。
And if something is dominant, it means it is the strongest or most used.
如果某物占主导地位，意思是它是最强的或使用最多的。
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.
如果一家公司不处理或试图解决一个问题，客户可能会在社交媒体上将投诉带到下一个等级，这意味着升级。
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!
再见！
Bye!
拜！
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