Making and handling Complaints in a Professional Setting

1. Real-Life Conversation

Scenario: Sarah, a customer service representative, is handling a complaint from Mr. Johnson, a dissatisfied client.

Mr. Johnson: Good morning. I’m calling to file a complaint about an issue with my recent order.

Sarah: I’m sorry to hear that, Mr. Johnson. Could you please provide me with more details about the issue?

Mr. Johnson: I ordered a set of office chairs last week, but when they arrived, one of them was damaged and another was missing.

Sarah: I sincerely apologize for the inconvenience. Let me check the details of your order. May I have your order number, please?

Mr. Johnson: Yes, it's #56789.

Sarah: Thank you. I can see that your order was shipped three days ago. I understand how frustrating this must be. I will escalate this issue to our logistics department immediately and arrange for a replacement.

Mr. Johnson: I appreciate that. How long will it take to receive the new chairs?

Sarah: Normally, replacements take 3 to 5 business days, but I will request an expedited delivery.

Mr. Johnson: That sounds good. I hope this will be resolved soon.

Sarah: Absolutely. Again, I apologize for the trouble. I will send you a confirmation email shortly. Please let me know if there is anything else I can assist you with.

Mr. Johnson: That’s all for now. Thank you for your help.

Sarah: You’re welcome, Mr. Johnson. Have a great day!

2. Key Phrases and Expressions

  • File a complaint – To formally report a problem

  • Damaged item – An item that is broken or defective

  • Missing item – An item that was not included in the order

  • Escalate an issue – To raise a problem to a higher authority for resolution

  • Expedited delivery – Faster-than-normal shipping

  • Apologize for the inconvenience – A polite way to say sorry for the problem

  • Frustrating – Causing annoyance or disappointment

3. Tips for Making and Handling Complaints

When Making a Complaint:

  1. Be polite but firm – Avoid using aggressive language.

  2. State the problem clearly – Include details like order numbers or dates.

  3. Request a reasonable solution – Ask for a refund, replacement, or other appropriate action.

  4. Follow up – If the issue is not resolved, check back politely.

When Handling a Complaint:

  1. Listen carefully – Let the customer explain the issue fully.

  2. Acknowledge their frustration – Show understanding and empathy.

  3. Offer a solution – Provide clear steps to resolve the issue.

  4. Follow through – Ensure the customer receives updates and their issue is resolved.

4. Practice Exercise

Complete the sentences using the correct phrase from the key phrases section.

  1. I would like to _________ about a product I received.

  2. One of the items in my order was _________ when it arrived.

  3. I need to _________ this matter to my manager for further assistance.

  4. Could you please offer _________ for my order so I receive it sooner?

  5. We sincerely _________ for the inconvenience this has caused.

Answers:

  1. file a complaint

  2. damaged

  3. escalate

  4. expedited delivery

  5. apologize

5. Conclusion

Handling complaints professionally is an important skill in business. Whether you are a customer or a service representative, using the right language and approach can make the process smoother and more effective. Practice these phrases and strategies to communicate more effectively in professional settings.

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