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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."