SOFT SKILLS:

Electricians Worksheet
Module 5: Handling Complaints Activity 1
Handling Customer Complaints
Employee’s Card

ASKING ABOUT THE PROBLEM

• Is there a problem?
• How can I help you?
• What’s the matter?
• What else can you tell me about the problem?

RESPONDING TO A COMPLAINT AND SOLVING THE PROBLEM

• I understand the problem.
• I understand what happened.
• I’m sorry for the inconvenience.
• You are absolutely right.
• I’ll see what we can do.
• I’ll look into it immediately.
• I’ll check it out right away.
• That is serious.
• Don’t worry. We’ll try to find a solution.
• We’ll deal with it as soon as possible.
• We’ll address this problem immediately.
• I’ll talk to my manager.
• Here’s what I suggest …
• I think we can …
• We could try to …

© Burlington English Page 1 of 2

 SOFT SKILLS:
Electricians Worksheet
Module 5: Handling Complaints Activity 1
Handling Customer Complaints
Complaint Card
Discuss the complaints below with your partner. Make sure you understand the problem. Then write
what you would do to respond to the complaint.

1. “You accidently cut some wiring in the basement, leaving me with no electricity!”

What I would say: What I would do:

1. Could you tell me wich electrical panel those cables werw from? i'll go check what cables are missing to correct it.

2. I apologize because I have left you without electricity I would go find out the problem and fix it

3. I will try not let it happen again I would be more attentive when working

2. “Last week you tested the new electrical system at our factory. Now we have a problem with metering and
remote monitoring. I’m very upset because we had to stop working, and now I’m losing money.”

What I would say: What I would do:

1. I will investigate the cause of thi error. Iwould look for a way to solve the problem

2. we will be more attentative to thius machine so that it does not fail again Do more maintenimenance

3.

3. “You fixed a master control panel for us. But a week later, three breakers tripped and stayed tripped, and we
lost electricity in most of the house. Now I’ve missed an important meeting because you showed up late!”

What I would say: What I would do:

1. I'm very sorry for the problem, it won't happen again fix the problem making sure it dosen't happen again

2. we will fix it free of charge

3.

4. “You charged too much for your electrical services. I’m going to report your electrical company to the Better
Business Bureau and tell all my friends not to use your services!”

What I would say: What I would do:

1. I'm sorry for the price we gave it, there will surely be some error on the invoice

2. i hope that when we fix the price you won`t report us

3. check the invoice and fix the price

© Burlington English Page 2 of 2