01
“I'm sorry about that — tell me what happened.”
非常抱歉——请告诉我发生了什么。
Say it like this
Lower your pitch and slow right down. SORRY-a-BOUT-that, then a real pause.
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Shift 3 · 9 min
Complaints & recovery
处理投诉与补救
Absorb the complaint, fix it fast, and keep the guest on your side.
0/5
02
“That's my mistake. May I take this back and have a new one cooked for you?”
这是我的失误。我可以把这份拿走，为您重做一份吗？
Say it like this
mis-TAKE. Keep the second half gentle and rising: …COOKED for you?
03
“It'll be about ten minutes. Can I bring you something in the meantime?”
大约十分钟。这期间我可以先给您上点什么吗？
Say it like this
'in the meantime' = in-tha-MEEN-time. Steady, no apology tone here.
04
“I've taken it off the bill. Thank you for being patient with us tonight.”
这道菜我已经从账单里去掉了。谢谢您今晚的耐心。
Say it like this
'taken it off' links: TAY-k'n-it-OFF. PAY-shunt. End warm and falling.
05
“The food wasn't what you expected — I'm sorry. I'll get the manager for you now.”
这道菜不是您预期的样子——很抱歉。我马上帮您叫经理来。
Say it like this
'wasn't what you' links: WOZ-'nt-wot-chu. Then a clear pause before 'I'm sorry'.