Business English: Receiving Complaints

Last week, we looked at making complaints. Today's post is all about the opposite: receiving complaints. In this post, we'll go over the language tools and expressions to help you deal with a complaint. 

 Dealing With Customer Complaints

 Step 1/

Apologize (even if the customer is mistaken).

I'm terribly sorry you had a problem with (our service)...

We're very sorry you're unhappy with (the service)...

On behalf of (the company), I sincerely apologize for (this mistake)... 

Never be defensive or get angry. Stay calm.

The goal is to calm the customer down and make sure that in the end, she/he leaves with their problem solved and happy.


Step 2/


Let the customer know you're ready to help, and listen.

I can help you. Can you tell me what happened?

We're here to help you, (Ms/Mr___ ). Could you tell what happened, please?

We'll sort this out. Please, tell me what happened.

Letting the customer talk allows her/him to calm down, and give you the information you need to help solve the problem. This also shows the customer you're professional and that your care about the quality of service they're receiving.

Step 3/

Ask follow-up questions to clarify the problem and get more feedback

So, what you're saying is (you weren't served quickly enough)? Can you tell me (how long it was before you were seated)?

I see. There wasn't/weren't (any/enough/a/an)....

          The ___ didn't work/didn't tell you/forgot/ wasn't the right (colour)/was (unavailable)

Could you tell me more about...?

Can you tell me exactly when/where/who/what...?

This way the customer feels they've been heard and that you're sincerely interested in helping them. Also, remember to ask indirect questions: they sound more friendly and polite.

Step 4/ 

Agree with customer on the key points of their complaint and apologize again.

You're absolutely right. That shouldn't have happened. Again, I apologize for...

I can see where you're coming from. I wouldn't be happy either if..... I'm very sorry. 

Agreeing, even a little bit, shows you understand the customer, calms them down, and there's a much better chance of repeat business from her/him. 

Step 5/

Correct the problem

Let's see what I can do to help...

What I can do is....

Here's what we'll do...

 Remember, the tone of your voice and facial expressions are also very important. Be patient, friendly, and "have a smile in your voice".

Exercise

 Now, watch the video below. Listen to the customer service agent. Write down the key phrases and/or expressions you hear and match them with steps above.

(video by Kantola)

Discussion Question

1/ Do you think the Heritage customer service agent did a good job with the   

    customer's complaint?

As always, the comment section is available to write answers or ask questions.

For more expressions, you can watch this video from Let's Talk's YouTube channel.