Customer Service & Complaints

• English
• Secundair onderwijs

Customer Service & Complaints

First: 

What does it mean "to vent"? 

Vocabulary Chunks - Customer complaints 

How to "craft" an excellent complaint

There appears to be a problem.

Can I speak to the manager?

I would like to see this problem resolved.

It was delayed

I’m sorry to say this, but…

Excuse me, I think there’s a problem with…

There appears to be an issue with…

I hate to complain, but…

I’m afraid this isn’t acceptable.

Some more phrases to use:

Complaining

• “There seems to be a mistake with…”
• “I was expecting…, but instead…”

Asking for Action

• “Could you please look into this?”
• “I would like a refund/replacement.”

Softening Tone

• “I understand these things happen, but…”
• “I appreciate your help with this.”

Vocabulary chunks - Customer Service

How to "de-escalate" a complaint.

Good afternoon.

What can I assist you with?

What can I do for you?

What brings you in today?

How can I help you?

How unfortunate.

I understand your frustration.

I’m really sorry about that.

Let me check this for you.

I’ll do my best to resolve this.

We will figure this out.

Thank you for your patience.

I am terribly sorry.

I am going to put you on hold.

Happy to help.

What are some typical phrases a "Karen" would say when she is making a complaint in a shop?

1. What typical "customer service phrases" do they use?
2. How is the tone?
3. Does it escalate or calm the situation?

Mini - Dialogues

Exercise 2 - p. 320-321

Vocabulary Chunks - Customer complaints 

How to "craft" an excellent complaint

1. Greeting the recipient

2. Introduction to the problem

3. Explaining what the problem is

4. A suggestion on how to solve the problem

5.Closing

6. Name of the sender

Exercise 8 - p. 319

Customer service

Dialogues

Each pair has:

1 scenario

2 roles (customer / agent)

Customer must:

Use 1 polite + 1 emotional complaint

Agent must use the "de-escalation" structure:

apology

solution

reassurance