Handling complaints checking answers

• Engels
• MBO
• Studiejaar 2

Handling complaints

Short check up before Christmas break

Exercise 1. Fill in the gaps

Fill in the gaps. Choose from:

frustrating - concerning - offer - situation - inconvenience - important - apologies

Thank you for letting me know about this (1)________________ .

I understand this must have been very (2)________________ for you.

Could you please give me the details (3)________________ the product?

Please accept our sincere (4)________________ for the (5)________________ .

Your complaint is (6)________________ to us and we will try our best to make things right

To show how sorry we are, we (7)________________ you a gift voucher for a free product of your choosing.

Exercise 2. Responses

Fill in the responses. You can use the helpful phrases (or write your own)

1. I would like to file a complaint.
Respond:

2. The product that I ordered has still not arrived.
Respond:

3. I am not satisfied with the service.
Respond:

4. Will you solve this problem?
Respond:

Remember....

1. Acknowledge the problem

2. Ask for more information (when there isn't enough)

3. Apologise and take responsibility

4. Taking action (letting the client know that you will resolve the problem)

That's enough....

Have a great, safe holiday!