PartⅢ Passage
Handing Complaints
I work at a subway station.Today，I dealt with two complaints.The first passenger complained about the air-conditioning on board.He said it was so hot on the train that everyone was drenched in sweat.I felt sorry about it，and I told him an upgrading project was underway，and hopefully we would have a cooler train in two weeks.The second complaint was made by two college students from London.They complained about the accessibility of the subway station.They found it inconvenient for disabled people to take the subway.I took their complaints seriously，and I think we need to make the metro more accessible to everyone and increase the number of step-free stations，where passengers can get from street to platform level without using stairs or escalators，for the convenience of wheelchair users.
Tips
Do not argue with a guest who is complaining.Assume he or she is correct，because the guest may be right.
Always listen with attention to what the guest is complaining about.
Try to put yourself in the guest's place.How would you feel?
Never raise your voice or yell at the guest.
By objective and get all of the facts.
Show the guest you are concerned about the situation.
When the guest is correct，tell him or her that you will go to work on correcting the situation at once.
New Words and Expressions
处理投诉
我在地铁站工作。今天，我处理了两起投诉。第一起是乘客抱怨列车上的空调。他说列车上空调太热，每个人都被汗水湿透了。对此，我感到很抱歉。我告诉他，空调系统正在升级，列车有望在两周后会凉爽一些。第二起投诉是来自于伦敦的两个大学生。他们抱怨的是地铁站的可达性。他们发现残疾人乘地铁出行很不方便。我认真对待他们投诉的问题，而且我认为我们需要增加非步行车站的数量，乘客可以直接从街道到达站台层，而不用通过楼梯或电梯，这样能提高地铁站对每个人的可达性，特别是方便轮椅使用者。
温馨提示：
不要和正在投诉的客人争论。假定他（她）是对的，因为有可能客人就是对的。
总是注意听乘客投诉的内容。
试着换位思考，你会有什么感受？
面对乘客时，永远不要提高你的声音或大喊大叫。
要客观并且保证了解全部事实。
明确告诉乘客你所关注的问题。
如果乘客是对的，告诉他或她你会马上处理相应的问题。