Inglizcha shikoyat uch bo‘lakdan quriladi: muammo (I’m afraid there’s a problem with my room), fakt (The air conditioning isn’t working) va so‘rov (Could you send someone to fix it, please?). Avval yumshoq boshlaysiz, natija bo‘lmasa ohangni asta-sekin qat’iylashtirasiz: I’d like a refund → This isn’t acceptable → Could I speak to the manager, please? Yozma shikoyat esa I am writing to complain about… bilan boshlanadi.
Hozir ovoz chiqarib ayting: Excuse me, I’m afraid there’s a problem with my order. Bu gap restoranda ham, do‘konda ham, qo‘ng‘iroqda ham ishlaydi.
Muloyimdan qat’iygacha: 4 pog‘onali narvon
Ingliz tilida gaplashadigan mamlakatlarda birinchi gapdanoq baland ovozda gapirish muammoni tezroq hal qilmaydi, aksincha xodimni himoyaga o‘tkazadi. Shuning uchun pastki pog‘onadan boshlang va faqat javob bo‘lmasa yuqoriga ko‘tariling.
| Pog‘ona | Qachon | Iboralar |
|---|---|---|
| 1. Yumshoq xabar | Birinchi marta aytyapsiz | Excuse me, sorry to bother you, but… / I think there might be a mistake with the bill. |
| 2. Aniq shikoyat | Muammoni nomlaysiz | I’m afraid the soup is cold. / The item arrived damaged. / The shower isn’t working. |
| 3. Qat’iy so‘rov | Birinchi so‘rov bajarilmadi | I’d like a refund, please. / This is the second time I’ve asked. / I’m sorry, but this isn’t acceptable. |
| 4. Yuqoriga ko‘tarish | Xodim hal qila olmaydi | Could I speak to the manager, please? / How can I make a formal complaint? / Could I have that in writing? |
Yumshatadigan so‘zlar: I’m afraid, unfortunately, there seems to be, I was wondering if. Qat’iylashtiradigan so‘zlar: I need this sorted today, I’d like to know what you’re going to do about it, I expect a full refund. Ohang baribir xotirjam qoladi: qat’iylik ovoz balandligida emas, aniq talabda.
Yana bir qoida: odamga emas, muammoga shikoyat qiling. You are a bad waiter emas, The order is wrong. Iltimosni muloyim shaklga solish bo‘yicha qo‘shimcha misollar iltimos inglizcha sahifasida.
Restoranda: noto‘g‘ri taom va hisobdagi xato
A — Londonda o‘qiyotgan Nilufar, B — ofitsiant.
A: Excuse me, sorry to bother you, but I don’t think this is what I ordered. I asked for the grilled chicken, not the fried one.
B: Oh, I’m so sorry about that. I’ll change it right away.
A: Thank you. Also, could you bring some water? We asked for it a while ago.
B: Of course, I’ll bring it now.
(Ovqatdan keyin.)
A: Excuse me, could we check the bill? I think we’ve been charged for three lemonades, but we only had two.
B: Let me see… You’re right, I’m sorry. I’ll correct that for you.
A: Thanks.
B: Here’s the new bill. And the dessert is on us, to apologise for the wait.
A: That’s very kind of you. Thank you.
On us / on the house — “bizdan sovg‘a, bepul” degani. Nilufar ovozini ko‘tarmadi, lekin har bir muammoni aniq aytdi: qaysi taom, nechta ichimlik. Restoranda umumiy iboralar restoran va mehmonxonada inglizcha sahifasida jamlangan.
Mehmonxonada: shovqinli xona va navbatchi menejer
A — Istanbulda xizmat safarida bo‘lgan Jasur, B — qabulxona xodimi, C — navbatchi menejer. Kechasi soat o‘n ikki yarim.
A: Hi, I’m in room 512. I’m afraid there’s a problem. There’s very loud music from the bar downstairs, and I can’t sleep.
B: I’m sorry about that, sir. The bar closes at midnight.
A: It’s already half past twelve, and I have an early flight. Is there any chance I could move to a quieter room?
B: I’m afraid we’re fully booked tonight.
A: I understand, but this really isn’t acceptable. I asked for a quiet room when I booked. Could I speak to the duty manager, please?
C: Good evening, I’m the duty manager. I’m very sorry for the noise. I’ll ask the bar to turn the music down right now.
A: Thank you. And if it continues?
C: Please call me directly on extension nine. I’ll also make a note on your booking.
A: I appreciate that. Thank you.
Jasur 3-pog‘onadan 4-pog‘onaga o‘tdi, lekin birorta qo‘pol so‘z ishlatmadi. Is there any chance…? — imkon so‘rashning juda muloyim shakli. Qabulxona xodimi nimani qila olmasa, duty manager (navbatchi menejer) kechasi ham qaror qabul qila oladi.
Onlayn do‘konga: chat xabari va rasmiy shikoyat xati
Onlayn xaridda avval qisqa chat xabari yoziladi. Unda buyurtma raqami, muammo va talab bo‘ladi:
Hi, my order #48213 arrived today, but the jacket is size S instead of M. Could you send the right size or give me a refund? I’ve attached a photo.
Chat javob bermasa yoki muammo katta bo‘lsa, rasmiy xat yozasiz:
Subject: Complaint about order 48213: damaged kettle
Dear Customer Service Team,
I am writing to complain about an electric kettle I ordered from your website on 12 September (order number 48213).
When the parcel arrived on 18 September, the box was badly damaged and the handle of the kettle was broken. I have attached three photos of the item and the packaging.
I contacted your support chat on 19 September, but I have not received a reply yet.
I would like a full refund, including the delivery cost. Alternatively, I would accept a replacement if it can be delivered within seven days.
I look forward to hearing from you by 30 September.
Kind regards,
Aziza Nurmatova
Xatning 5 qismi: 1) nima va qachon sotib olingan, buyurtma raqami; 2) muammo, faqat faktlar; 3) siz allaqachon nima qildingiz; 4) aniq talab va muqobil variant; 5) javob muddati. Emailda Kind regards har doim xavfsiz yakun. An’anaviy Britaniya xatida esa Dear Sir or Madam bilan boshlasangiz, Yours faithfully bilan, ismni yozsangiz (Dear Mr Evans), Yours sincerely bilan tugatasiz.
Pulni qaytarish va almashtirish qoidalari mamlakat va do‘konga qarab farq qiladi. Xarid qilishdan oldin do‘kon saytidagi Returns policy yoki Refund policy bo‘limini o‘qing va chekni saqlang. Imtihondagi rasmiy xat talablari uchun Multilevel Writing Task 1.2 sahifasini ko‘ring.
Shikoyatni qo‘pol qilib qo‘yadigan 7 ta gap
| Qo‘pol yoki xato | Muloyim va to‘g‘ri | Izoh |
|---|---|---|
| I want my money back! | I’d like a refund, please. | Want talabni buyruqqa aylantiradi. |
| You made a mistake. | I think there’s been a mistake. | Aybni odamga emas, vaziyatga qo‘ying. |
| Give me the manager. | Could I speak to the manager, please? | So‘rov shakli. |
| The food is not delicious. | The soup is cold. / It’s too salty. | Aniq muammo ayting. |
| I didn’t receive my order yet. | I haven’t received my order yet. | Yet bilan Present Perfect. |
| I am complaining that the room is dirty. | I’d like to make a complaint about the room. | Tabiiy qolip. |
| This is very very bad service! | I’m really not happy with the service. | Kuchli, lekin xotirjam. |
Mashq: gapni to‘g‘ri pog‘onaga keltiring
1–6 gaplarni muloyim, lekin aniq shaklga keltiring. 7–8 da vaziyatga mos gap tuzing.
- 1. Why is my soup cold?
- 2. You gave me the wrong change!
- 3. I want another room.
- 4. My parcel didn’t come yet.
- 5. Give me my money.
- 6. Call your boss.
- 7. Mehmonxonada konditsioner ishlamayapti, siz birinchi marta aytyapsiz.
- 8. Ikki marta so‘radingiz, lekin xonadagi Wi-Fi hali ham ishlamayapti. Qat’iyroq ayting.
Javoblar
1 — Excuse me, I’m afraid my soup is cold. Could you heat it up, please?
2 — Sorry, I think there’s been a mistake with my change.
3 — Is there any chance I could move to another room?
4 — I haven’t received my parcel yet. Could you check where it is, please?
5 — I’d like a refund, please.
6 — Could I speak to the manager, please?
7 — Hi, I’m in room 304. I’m afraid the air conditioning isn’t working. Could you send someone to look at it?
8 — This is the second time I’ve asked about the Wi-Fi, and it still isn’t working. I need this sorted today, please.
Shikoyat ohangini Bandi bilan sinab ko‘ring
Shikoyatda eng qiyin narsa so‘z emas, ohang: juda yumshoq bo‘lsa sizni eshitishmaydi, juda keskin bo‘lsa xodim himoyaga o‘tadi. BandMate ilovasida Bandidan ofitsiant yoki mehmonxona xodimi rolini o‘ynashni so‘rang va bitta muammoni to‘rt pog‘onada aytib chiqing. Do‘konga buyumni qaytarish bo‘yicha to‘liq dialog do‘konda inglizcha dialog sahifasida, xodim tomonidan javob berish esa customer service English sahifasida.
BandMate’ni Google’da afzal manba qiling
