遇到不滿意的事情和對待需要投訴時，禮貌地說比較奏效。而且有趣的是，你可能先要說SORRY，再提出你的投訴，這樣顯得很有教養和禮貌，你的問題才會得到更圓滿的解決。 

    比如，在商店里，收款員找錯了錢，你可以說：

　"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."

　在酒店里房間的調溫器壞了："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."

　失竊了："I"m afraid I have to make a complaint. Some money has gone missing from my hotel room."

　房間沒有整理："I"m afraid there"s a slight problem with my room - the bed hasn"t been made."

　當人們發現自己錯了而道歉，一般都會說SORRY，然后再提出把事情做好的解決辦法。

　比如對應上面對調溫器的投訴："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.