| studied this handout Dealing with Problems and Complaints Learn phrases to respond to complaints and offer solutions. Discuss Discuss the following with a partner. Have you made a complaint recently? How was it resolved? t 2. Which of the following would you find most troublesome? an extra charge on a bill a faulty product cancellation without notice Customer Complaints Read the following customer complaints. a. “Mydelivery was supposed to arrive this morning, but it didn’t. | took time off work to receive it.” b. “Ibought 250 candles and you have only sent 25. I need them for tonight's party.” "My flight was canceled without any explanation and | wasn't informed. | only found out when |arrived at the airport. Ihave to be in Chicago in two hours for an important meeting” d."Wehave been waiting for over 45 minutes for our starters” fe. "Youhave overcharged us for our order” Decide which customers from Part 2A have the following issues. Has been waiting a long time for service? 4, Has been waiting for a delivery? 2 Had their plans canceled and wasn't informed? 5. Has received the wrong order? 3 Has been asked to pay too much for their order? What solutions would you offer to resolve the problems? D. Match the customer service solutions to the complaints in Part 2A. 1 Lam terribly sorry for the delay. | will contact our warehouse and we will deliver the remaining products ‘today. My apologies for the error. 2 Lamsorry for the delay. Let me go.and see what the problem is. Cauld | offer you a free round of drinks? Lam sorry to hear that, Please bear with me while | call the airline. We will endeavor to get you on the next flight. My apologies for the inconvenience. Lapologize for the mistake. I've checked our records and we will refund you. Please accept my sincerest. apologies. I'm very sorry to hear this and apologize for the delay. Please bear with mea moment and I'll call our courier service to see what the problem is, Would you like to rearrange delivery? 8 wonwesllessonhandouts.com EStLESSON3. Responding to Complaints Review the underlined phrases in Part 2D and write them in the table below. > Apologizing for something Promising something Offering something B. Read the dialogues and fill in the gaps with phrases from Part 3A. Atahotel A Hello, I'm calling about a problem I'm having in my room. B How may I help you? A Well, the air conditioning doesn't work and I can't open my window either. It’s too hot in here! B 4 ___ that. Please __while call the maintenance staff. A Thankyou. B Hello sir. I've contacted the maintenance staff. but they cannot get the necessary parts to fixit until tomorrow. A Well, that's no good. I car't sleep in room this hot! Bo 4 ____meto find you another room? A Yes, |would. Thank you. B My pleasure, Alate delivery A t'mealling about an order I made. My name is Suzanne, spelled s, u,z, 3, ne B_ What seems to be the problem Suzanne? A Well, the order was scheduled for delivery at noon today. It's now two and the delivery still hasnt arrived. B 5 ___ this. 6 _call to see what the delay is. Please hold. <2minutes later> Hello Suzanne, thank you for waiting. I've called the courier company and they've informed me that there was a problem with the delivery. 7._ rearrange delivery? A Well 'mnothappy about this, but yes. I'll be home at 12 o'clock tomorrow to accept the delivery. B Thank you Suzanne. | willinform the courier company and they'll deliver your order tomorrow at 12 pm. A Thankyou. B My pleasure, Once again, ® _the inconvenience. © wonwesilessonhandouts.com page 2 FSLLESSON‘Anunsatisfactory dinner A Hello, '¢ like to make a complaint. Could you tell me what the complaint is regarding please? A Yes. We've been waiting over an hour for our food and now that it's arrived, it's cold. Also, my daughter ordered a vegetarian meal and this has chicken in it. Bo _for allthis. A This is completely unacceptable. B wget yournew meals. 2 _ _refund you and would also like to offer you a 50% discount on your next visit. A Okay. Thank you. B ‘Once again, 12 . Change roles and practice again. D. Which questions in the dialogues ask about what the problem is? a E, Write suitable responses to the following customer complaints. You've sent me the wrong order. | ordered the RF257 and you sent me the RF275. 2. 3. 4 4. Role-play Role-play a telephone conversation between a customer and a customer service representative. Resolve the problems 1. The TV you ordered has been delivered, but iis 4, The bedsheets in your hotel room are dirty and the damaged. room hasn't been cleaned. 2. Your mobile phone carrier has overcharged youfor 5. _You've been sent the wrong order from the company your contract this month warehouse. 3. You've been waiting for over an hour to be seated at arestaurant despite making a reservation. © wonwesllessonhandouts.com page 3 EStLESSON