About This Lesson
Use Making a Polite Complaint at a Service Desk to practice Chinese conversation, pronunciation, vocabulary, grammar, and quizzes.
Dialogue
A
我想投诉一下昨天的服务。
Wǒ xiǎng tóusù yíxià zuótiān de fúwù. I would like to make a complaint about the service yesterday.
B
听到这个情况我很抱歉。您能告诉我发生了什么吗？
Tīngdào zhège qíngkuàng wǒ hěn bàoqiàn. Nín néng gàosu wǒ fāshēng le shénme ma? I am sorry to hear that. Could you tell me what happened?
A
确认预约后，我等了很长时间。
Quèrèn yùyuē hòu, wǒ děng le hěn cháng shíjiān. I waited a long time after my confirmed appointment.
B
当时应该有人解释这次延误。
Dāngshí yīnggāi yǒu rén jiěshì zhè cì yánwù. That delay should have been explained at the time.
A
我理解延误有时会发生，但没有人告诉我最新情况。
Wǒ lǐjiě yánwù yǒushí huì fāshēng, dàn méiyǒu rén gàosu wǒ zuìxīn qíngkuàng. I understand delays happen, but nobody gave me an update.
B
您等待的时候，我们本应该及时告知您情况。
Nín děngdài de shíhou, wǒmen běn yīnggāi jíshí gàozhī nín qíngkuàng. We should have kept you informed while you waited.
A
我不是故意为难您，但我本来期待能得到更好的服务。
Wǒ bú shì gùyì wéinán nín, dàn wǒ běnlái qīdài néng dédào gèng hǎo de fúwù. I am not trying to be difficult, but I expected better service.
B
我会请经理以书面形式回复您。
Wǒ huì qǐng jīnglǐ yǐ shūmiàn xíngshì huífù nín. I will ask the manager to respond in writing.
A
那会有帮助。我只是希望这个问题得到妥善处理。
Nà huì yǒu bāngzhù. Wǒ zhǐshì xīwàng zhège wèntí dédào tuǒshàn chǔlǐ. That would help. I just want the issue handled properly.
B
我去和经理谈谈，请您在这里等一下。
Wǒ qù hé jīnglǐ tántan, qǐng nín zài zhèlǐ děng yíxià. Please wait here while I speak with the manager.Word by Word
我
“我” means “I” or “me,” referring to the speaker in this dialogue. It is commonly placed before the action or feeling being described, as in “我想投诉一下”. In a service conversation, use it to state your own request, experience, or opinion.
想
“想” expresses wanting to do something; here it makes “我想投诉一下” a polite “I would like to make a complaint.” It is placed before the action, such as “想投诉”. Use this pattern when introducing a request without stating it too forcefully.
投诉
“投诉” means to make a complaint about a service or problem, as in “投诉一下昨天的服务”. It can be followed by the thing being complained about. Use it at a service desk when you need to report dissatisfaction formally.
一下
In “我想投诉一下昨天的服务”, “一下” softens the action and presents it as a brief or limited request. The parts “一” and “下” form this softening expression here rather than adding a literal count. It is useful when making a request sound less abrupt.
昨天
“昨天” means “yesterday,” identifying the day of the service in “昨天的服务”. It is placed before “的” and the noun it describes. Use it to specify that an event or service happened on the previous day.
的
Here “的” links “昨天” to “服务”, making “昨天的服务” mean “yesterday’s service.” It commonly follows a describing word or phrase before a noun. Use this pattern to show possession or a connection between the description and the noun.
服务
“服务” means “service,” referring here to the service received yesterday. In “昨天的服务”, it is the noun after the describing phrase. Use it when discussing the quality or delivery of help provided by a company or desk.
听到
“听到” means “hear” or “hear about,” as in “听到这个情况我很抱歉”. It introduces information that the listener has learned and reacts to. Use it when responding sympathetically to someone’s report.
这个
“这个” means “this” and points to the situation just mentioned in “这个情况”. It comes directly before the noun it identifies. Use it when referring to a specific matter that is present in the conversation.
情况
“情况” means “situation” or “circumstances,” referring to the customer’s reported problem in “这个情况”. It often follows a demonstrative such as “这个”. Use it when discussing the details or state of an incident.
很
“很” adds a high degree to “抱歉” in “很抱歉”, expressing a strong apology. It is placed before the adjective or descriptive word. Use this pattern when responding politely to bad news or inconvenience.
抱歉
“抱歉” means “sorry” and expresses an apology in “我很抱歉”. It is used here after hearing about the customer’s problem. Use it in polite service or personal conversations when acknowledging inconvenience or regret.
您
“您” means “you” in a polite or respectful way, as in “您能告诉我”. It is used for the customer in this formal service interaction. Use it when addressing a customer, client, or another person who deserves respectful treatment.
能
“能” expresses ability or possibility; in “您能告诉我吗”, it makes a polite request meaning “Could you tell me?” It comes before the requested action. Use “能 + action” when asking whether someone can do something.
告诉
“告诉” means “tell” or “let someone know,” as in “告诉我发生了什么”. It is commonly followed by the person receiving the information and then the information itself. Use the pattern “告诉 + person + information” when asking someone to explain an event.
发生
“发生” means “happen” or “occur,” referring to the event in “发生了什么”. It is used to ask about an incident whose details are not yet known. Use it when asking what took place in a situation.
了
In “发生了什么”, “了” marks the event as having occurred, so the question asks what happened. It follows “发生” in this question. Use it when referring to an event that has taken place or a resulting change.
什么
“什么” means “what” and asks for the unidentified event in “发生了什么”. It appears after “发生了” in this question pattern. Use it when asking for missing information about an action or event.
吗
“吗” turns the preceding statement into a yes-or-no question, as in “您能告诉我发生了什么吗”. It is placed at the end of the question. Use it when asking whether the listener can or will do something.
确认
“确认” means “confirm,” and here it describes the appointment in “确认预约”. It identifies the appointment as one that had been confirmed. Use it before an appointment or other arrangement when referring to its confirmed status.
预约
“预约” means “appointment” in “我的确认预约” context, referring to the scheduled service arrangement. In this dialogue it is part of “确认预约后”, before the time relation marked by “后”. Use it when discussing a scheduled visit or service booking.
后
“后” means “after” in “确认预约后”, placing the waiting event after the confirmed appointment. It follows the event or time expression that comes first. Use the pattern “event or time + 后” to say what happens afterward.
等
“等” means “wait,” describing the customer’s action in “我等了很长时间”. It is followed by the duration “很长时间” here. Use it when saying that someone remains in a place until service or an event occurs.
长
“长” means “long” in “很长时间”, describing the duration of the wait. It comes before the noun “时间”. Use it before a duration noun when emphasizing that something lasted a long time.
时间
“时间” means “time,” and in “很长时间” it refers to the duration of the waiting. It is modified by “很长” in this dialogue. Use it with a describing phrase to state how long an action or delay lasted.
当时
“当时” means “at that time,” referring to the period when the delay occurred. It places the expected explanation in that earlier situation. Use it when contrasting what should have happened then with what is being discussed now.
应该
“应该” means “should” or “be supposed to,” as in “应该有人解释”. It expresses an expected or proper action. Use it before the person or action that was expected in a service or responsibility discussion.
有
In “应该有人解释”, “有” means “there is” or “there are,” introducing the existence of a person who should explain. It is followed by “人” and then the action “解释”. Use “有 + person or thing” to say that someone or something exists or is available.
人
“人” means “person” or “people,” and in “有人解释” it refers to someone who should have provided an explanation. It follows “有” in this existence pattern. Use it when referring to an unspecified person.
解释
“解释” means “explain,” referring here to explaining the delay. It follows the person introduced by “有人”. Use it when someone needs to make a situation, reason, or problem clear.
这次
“这次” means “this time” or “this instance,” pointing to the particular delay being discussed in “这次延误”. It comes before the noun it identifies. Use it to distinguish the current occurrence from other similar events.
延误
“延误” means “delay,” referring to the service delay in “这次延误”. It is the problem that should have been explained. Use it in formal discussions of delayed services, appointments, or arrangements.
理解
“理解” means “understand,” as in “我理解延误有时会发生”. It shows that the speaker accepts that delays can occur while still raising a complaint. Use it before a situation or statement that you acknowledge.
有时
“有时” means “sometimes,” indicating that delays occur on some occasions in “延误有时会发生”. It comes before the action or event it qualifies. Use it when describing something that happens occasionally rather than every time.
会
In “延误有时会发生”, “会” indicates that the event may or can occur. It is placed before “发生”. Use “会 + action” when describing a possible or naturally occurring event.
但
“但” means “but” and introduces the contrasting complaint in “但没有人告诉我最新情况”. It connects an understanding of delays with dissatisfaction about the lack of information. Use it to mark a clear contrast between two points.
没有
In “没有人告诉我”, “没有” means that there was no person who provided the information. It comes before “人” to form “nobody”. Use it before a person or thing when saying that someone or something was absent or did not exist in the relevant situation.
最新
“最新” means “latest” or “most up-to-date,” referring to current information in “最新情况”. It comes before the information noun it describes. Use “最新 + information noun” when asking for or discussing the most current status.
等待
“等待” means “wait” or “await,” as in “您等待的时候”. It introduces the period during which the customer was waiting. Use it before “的时候” to describe what is happening during a waiting period.
时候
“时候” means “time” or “when” in “您等待的时候”, forming a time clause meaning “while you waited”. It follows the action that identifies the period. Use “action + 的时候” to say when or while something happens.
我们
“我们” means “we” or “us,” referring to the service staff or organization in “我们本应该及时告知您情况”. It is placed before the action the group was responsible for. Use it to speak for yourself together with colleagues or an organization.
本
In “本应该”, “本” contributes the sense that something was originally or properly supposed to happen. The full expression says that the staff should have informed the customer but did not. Use it with “应该” when emphasizing an unfulfilled expected responsibility.
及时
“及时” means “promptly” or “in time,” describing how the staff should have informed the customer in “及时告知”. It comes before the action “告知”. Use it when stressing that information or help should be provided without an unnecessary delay.
告知
“告知” means “inform” or “let someone know,” as in “告知您情况”. It is followed by the person receiving the information and the information itself. Use the pattern “告知 + person + information” in formal service or administrative communication.
不是
“不是” means “am not” or “is not,” and in “我不是故意为难您” it denies that the speaker has a certain intention. It comes before the phrase being denied. Use it to clarify that an action or attitude is not what you intend.
故意
“故意” means “deliberately” or “on purpose,” describing intention in “故意为难您”. It modifies the action that the speaker denies intending to do. Use it when explaining whether an action was intentional.
为难
“为难” means “make things difficult for someone,” referring here to making the service worker uncomfortable or difficultly placed. In “为难您”, the person affected follows the action. Use it when reassuring someone that a complaint is not intended as a personal attack.
本来
“本来” means “originally” or “actually,” and in “我本来期待” shows what the speaker had expected from the service. It introduces an expectation that is relevant to the present complaint. Use it before an expectation or intended situation when the actual result was different.
期待
“期待” means “expect” or “look forward to,” and here it describes the service the speaker had hoped to receive. It is followed by the expected result in “期待能得到更好的服务”. Use it when stating a reasonable hope about a future or received result.
得到
“得到” means “get” or “receive,” referring to receiving better service in “得到更好的服务”. It is followed by the thing received. Use it before an outcome, service, answer, or other result that someone obtains.
更好
“更好” means “better,” describing the service the speaker expected in “更好的服务”. It comes before the noun it modifies. Use it to compare the expected quality with the quality that was actually experienced.
请
In “请经理以书面形式回复您”, “请” means to ask or request someone to do something; it is not simply the standalone “please” before a listener. It is followed by the person being asked and the requested action. Use the pattern “请 + person + action” for polite requests.
经理
“经理” means “manager,” the person who is asked to respond in the dialogue. It follows “请” in “请经理”. Use it when referring to the person responsible for managing a service or organization.
以
In “以书面形式”, “以” means “by” or “in,” introducing the form or manner used for the response. It is followed by “书面形式”. Use “以 + form or method” when specifying how something is carried out.
书面
“书面” means “written” or “in writing,” and here it describes the form of the manager’s response. It combines with “形式” in “书面形式”. Use it when distinguishing written communication from spoken communication.
形式
“形式” means “form” or “format,” referring here to the format of the response in “书面形式”. It follows “书面” to specify a written format. Use it after a method or medium description when stating the form something takes.
回复
“回复” means “reply” or “respond,” referring to the manager’s written answer to the complaint. It follows the person being asked in “请经理……回复您”. Use it when someone answers a message, request, or complaint.
那
“那” means “that” in “那会有帮助”, referring to the proposed written response. It points back to something just mentioned rather than introducing a new object. Use it to acknowledge or evaluate a previous suggestion.
帮助
“帮助” means “help,” and in “那会有帮助” it refers to the proposed response being useful to resolve the situation. It follows “会” in this statement. Use it when saying that an action, explanation, or arrangement will be useful.
只是
“只是” means “just” or “only,” limiting the speaker’s demand in “我只是希望”. It makes the complaint sound focused and moderate. Use “只是 + hope or request” when explaining that you are asking for one basic outcome.
希望
“希望” means “hope” or “wish,” introducing the outcome the speaker wants in “希望这个问题得到妥善处理”. It is followed by a clause describing the desired result. Use “希望 + clause” to state a polite expectation or request.
问题
“问题” means “issue” or “problem,” referring to the service complaint in “这个问题”. It is the matter that should receive proper handling. Use it when referring to a difficulty that needs attention or resolution.
妥善
“妥善” means “properly” or “appropriately,” describing the desired way to handle the issue in “妥善处理”. It comes before the action “处理”. Use it in formal contexts when emphasizing careful and suitable handling of a problem.
处理
“处理” means “handle” or “deal with,” and here it describes resolving the issue in “问题得到妥善处理”. It follows the manner word “妥善”. Use it after a problem or matter when discussing how it should be dealt with.
去
In “我去和经理谈谈”, “去” means “go,” introducing the speaker’s movement to speak with the manager. It comes before “和经理谈谈”. Use it before an action when saying that someone is going somewhere to do it.
和
In “和经理谈谈”, “和” means “with,” identifying the person the speaker will talk to. It is placed before “经理”. Use the pattern “和 + person + action” when describing an action done together with or directed toward another person.
谈谈
“谈谈” means “talk” or “discuss briefly” in “和经理谈谈”. The repeated form presents the conversation as a limited or approachable action. Use it when saying that you will have a short discussion about a matter.
在
“在” means “at” or “in,” and in “在这里等一下” identifies the place where the customer should wait. It comes before the location “这里”. Use “在 + place” to state where someone is or should remain.
这里
“这里” means “here,” referring to the current place at the service desk in “请您在这里等一下”. It follows “在” to form the location phrase. Use it when directing someone to remain in or move to the speaker’s current place.
Grammar Points
及时/妥善 + 动词
我们会及时妥善处理问题。
Wǒmen huì jíshí tuǒshàn chǔlǐ wèntí.We will handle the issue promptly and properly.
Chinese adverbs such as 及时 and 妥善 usually come before the verb they modify.
期待 + 名词
期待您的回复。
Qīdài nín de huífù.We look forward to your response.
期待 can be followed directly by a noun, such as 回复, to express expectation.
Chinese Vocabulary
抱歉
adj
bàoqiàn
sorry
当时
adv
dāngshí
at the time
等待
verb
děngdài
to wait
发生
verb
fāshēng
to happen
服务
noun
fúwù
service
解释
verb
jiěshì
to explain
理解
verb
lǐjiě
to understand
情况
noun
qíngkuàng
situation
确认
verb
quèrèn
to confirm
投诉
verb
tóusù
to complain
延误
noun
yánwù
delay
预约
noun
yùyuē
appointment
Quiz
Spelling
Tap the letters to spell the word.
appointment
Show Answer
预约to explain
Show Answer
解释to wait
Show Answer
等待delay