The Cold Coffee Complaint
IntermediateCafe
A regular customer politely complains to the cafe manager about a thirty-minute wait and coffee that arrived cold. The manager apologizes and offers to make things right.
L
LiW
WeiL
您好，请问您是这里的经理吗？
nín hǎo, qǐng wèn nín shì zhèlǐ de jīnglǐ ma?
Hello, excuse me, are you the manager here?
W
是的，我是这家店的经理，请问有什么可以帮您？
shì de, wǒ shì zhè jiā diàn de jīnglǐ, qǐng wèn yǒu shénme kěyǐ bāng nín?
Yes, I'm the manager of this shop. May I ask what I can help you with?
L
我是这儿的常客，不过今天想跟您反映一个小问题。
wǒ shì zhèr de chángkè, búguò jīntiān xiǎng gēn nín fǎnyìng yí ge xiǎo wèntí.
I'm a regular here, but today I'd like to raise a small issue with you.
W
当然可以，您请说，我一定认真听。
dāngrán kěyǐ, nín qǐng shuō, wǒ yídìng rènzhēn tīng.
Of course, please go ahead—I'll listen carefully.
L
我半个小时前点了一杯拿铁，结果等了三十多分钟才拿到。
wǒ bàn ge xiǎoshí qián diǎn le yì bēi nátiě, jiéguǒ děng le sānshí duō fēnzhōng cái ná dào.
I ordered a latte half an hour ago, but ended up waiting over thirty minutes to get it.
W
真是抱歉，让您等了这么久，实在不好意思。
zhēn shì bàoqiàn, ràng nín děng le zhème jiǔ, shízài bù hǎoyìsi.
I'm really sorry to have kept you waiting so long—I sincerely apologize.
L
而且更糟的是，咖啡端上来的时候已经凉了。
érqiě gèng zāo de shì, kāfēi duān shànglái de shíhou yǐjīng liáng le.
And what's worse, by the time the coffee was brought over, it had already gone cold.
W
这确实是我们的失误，今天客人特别多，后厨可能有点忙不过来。
zhè quèshí shì wǒmen de shīwù, jīntiān kèrén tèbié duō, hòuchú kěnéng yǒudiǎn máng bù guòlái.
This is indeed our mistake. We had a lot of customers today, and the kitchen may have been a bit overwhelmed.
L
我理解你们忙，但花了钱却喝到凉咖啡，心里总归有点不舒服。
wǒ lǐjiě nǐmen máng, dàn huā le qián què hē dào liáng kāfēi, xīnlǐ zǒngguī yǒudiǎn bù shūfu.
I understand you're busy, but paying money only to drink cold coffee still leaves me feeling a bit put out.
W
您说得完全对。这样吧，我马上给您重新做一杯热的，好吗？
nín shuō de wánquán duì. zhèyàng ba, wǒ mǎshàng gěi nín chóngxīn zuò yì bēi rè de, hǎo ma?
You're absolutely right. How about this—I'll make you a fresh hot one right away, okay?
L
那太好了，谢谢您这么通情达理，希望以后能快一点。
nà tài hǎo le, xièxie nín zhème tōng qíng dá lǐ, xīwàng yǐhòu néng kuài yìdiǎn.
That would be great. Thank you for being so understanding—I hope it can be faster next time.
W
一定！这杯算我请客，也谢谢您一直照顾我们的生意。
yídìng! zhè bēi suàn wǒ qǐngkè, yě xièxie nín yìzhí zhàogù wǒmen de shēngyì.
Absolutely! This cup is on me, and thank you for always supporting our business.