USEFUL EXPRESSIONS

- 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 …?

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.

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 c Reflection: check your task.

Checklist: reacting to a complaint

1 Content and structure

• I listened to the complaint.

• I apologised and / or thanked the customer.

Yes I think soNo

• I offered a solution.

• I followed up.

2 Language

• I used the useful expressions correctly.

• I used correct vocabulary.

• I used correct grammar.

• I used correct spelling, punctuation and capitalisation.

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