6
React to a complaint. a Preparation: pair up and read through the useful expressions first.
SPOKEN INTERACTION
b Action: check the situation you get from the teacher and put the expressions into practice. Then switch.
USEFUL EXPRESSIONS
HOW TO react to a complaint While you are listening: - I understand … - Yes, I see …
IN
When asking probing questions: - Could you tell me a little more about why / how / what happened …? - Could you clarify what you mean when you say …? - Can you tell me exactly what happened …?
N
When apologising: - I’m really sorry to hear that. I understand how difficult / frustrating / disappointing that would be. - I sincerely apologise. We / I / The company would like to repair the damage (or resolve the situation). - I apologise for the inconvenience / the problem. - I’m terribly sorry. We will work to resolve the problem immediately.
VA
Taking action: - Let me talk with my manager to see what we can offer you to amend the situation. - We’ll issue a refund immediately to resolve the issue. - Let me check. I will get back to you as soon as I know what happened. - Let me review this situation so I can identify the best solution. I will get back to you as soon as possible. - Let me discuss this with my manager / supervisor / team and get back to you later today with a solution.
©
Following up: - I just wanted to follow-up with you regarding [the problem] – Has it been resolved? - Did everything work out ok with [the solution to the problem]? I just want to make sure you are satisfied. - Is there anything else we can help you with? Do you have any other concerns? - Please be sure to let us know how we can help you if any other issues occur. See p. 28
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UNIT 1:
GOING GLOBAL!
