1. Deal with Complaint Complied by Terri Yueh

2. Process of complaining Greeting. Explain the problem Give details Asking for details. Asking for details. Say how you are going to deal with the complaint. Respond. Apologize. Accept the apology.

3. Dealing with Complaints I’m afraid I have a number of complaints about…… I understand there’s a problem with… I will submit a formal complaint. What seems to be the problems? I’m very sorry about that. We’ll take care of it right away. Unfortunately I’m sorry about the inconvenience.

4. Offering Solutions I’ll send out the order right away.I’ll send out the order right away. I’ll send someone to fix that as soon as possible.I’ll send someone to fix that as soon as possible. I’ll replace it/them on Friday.I’ll replace it/them on Friday. I’ll send you a refund.I’ll send you a refund. We can offer you a 10% discount on your next order.We can offer you a 10% discount on your next order. I assure you it won’t happen again.I assure you it won’t happen again.

5. Requesting Solutions Could you send the order again?Could you send the order again? Could you send someone to fix that?Could you send someone to fix that? Can you offer me a discount?Can you offer me a discount? I’d like a refund.I’d like a refund. I’d like a replacement.I’d like a replacement. I’d like to cancel the order.I’d like to cancel the order.

6. Sample Dialogue 1 A: How can I help you? B: I’m afraid I have a complaint about our last delivery. A: I’m sorry to hear that. What’s the problem? B: Well, unfortunately we received the wrong amount. A: The wrong amount? B: Yes. We ordered 2,000 items, but you sent 1,500. A: I see. I’m sorry about the inconvenience. We’ll take care of it right away. B: I’d appreciate that. Thank you. Goodbye. A: Goodbye!

7. Sample Dialogue 2 A: Good Morning, ma’am. May I help you? B: Yes, I hope so. I bought this headset here yesterday, and it doesn’t seem to work. I can’t hear anything, and I want to listen to some music programs. A: May I take a look? (May I check it for you?) B: Sure. (Of course.) A: Yes, you are right. It’s not working. I’ll get you another one right away. B: Well, I ‘d rather have my money back, if you don’t mind. A: Yes, that’ll be fine. Do you have your receipt? B: Yes, here it is. I paid by credit card.