Please don’t blame yourself.

　　That’s OK. Forget it.

　　4. apologizing for changing future plans

　　I’m terribly sorry about this but I don’t think I’ll be able to …

　　I hope this doesn’t put you out too much, but I’m afraid I won’t be able to …

　　You know I said I’d …well I’m afraid… I can’t now.

　　 抱怨

　　1.

　　A: Hello, this is ××of the Oriental Trading Company. I’d like to speak to the office manager.

　　B: Hold the line, please. I’ll see if Miss Green is in… Go ahead, Miss Green can take your call.

　　A: Hello, Miss Green, this is ××of the Oriental Trading Company. I’m afraid I have to make a serious complaint.

　　B: Hello, Mr. ××. What seems to be the trouble?

　　A: I’ve been flying Air China for nearly six years, Miss Green, and I must say that I have always been very satisfied with the service, but last Saturday something happened which was inexcusable.

　　B: Can you give me the details, Mr. ××

　　A: yes. I was scheduled on Flight 543 from Beijing to Sidney …..

　　B: I see. I’m very sorry to hear that, Mr.××.i can assure you that such things don’t happen very often.

　　A: I hope not. What do you intend to do about this，Miss Green?

　　B: I’ll look into the matter for you, and talk to the person responsible for this mistake.

　　A: All right, then.

　　B: Thanks for calling, Mr. ××. If you have any further questions about ××, don’t hesitate to contact me direct.

　　A: I’ll do that, thank you. Good-bye.

　　B: good-bye.

　　2.

　　A: Yes, sir? Can I help you?

　　B: Well…I bought this camera a month go and there seems to be something wrong with it.

　　A: well, sir, I’m afraid there isn’t much we can do about it actually…

　　B: How come you say that? The guarantee covers for a year.

　　A: Did you bring the receipt with you, sir?

　　B: yes, here you are.

　　A: In that case, I suggest you leave it with us and we’ll see what we can do.

　　以下是常用的句型：

　　1. making a complaint

　　I’m sorry to have to say this, but…

　　2. accepting a complaint

　　Oh, I am sorry about that.

　　I can’t tell you how sorry I am.

　　I’m so sorry, I didn’t realize.

　　I just don’t know what to say.

　　3. delaying a complaint

　　I suggest you leave it with us and we’ll see what can be done / what we can do.

　　I’m afraid the manager isn’t in at the moment. Could you call back later?

　　4. rejecting a complaint

　　Well, I’m afraid there’s nothing we can do about it actually.

　　Well, I’m afraid there isn’t much we can do about it actually.