[비지니스 영어] Complaining and Apologizing -1

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Complaining and Apologizing

 

Sometimes people and companies make mistakes. One of the most important skills in business is discussing and resolving problems in a polite manner. This unit will teach you the expressions that English speakers use to makecomplaints and mediate conflict

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Complaining

These expressions are useful for expressing your complaints.

 

How can I help you?

- I would like to report an issue

- I would like to make a compalint

- I would like to inform you that our delivery has still not arrived

- I'm calling to complain about your sales representative

 

What seems to be the problem?

- I'm having a hard time understanding the training materials

- I'm afraid there's a problem with our new equipment

- I'm disappointed with the service I received

- There's a slight problem with our order

 

If you can't fulfill the order on time, I'll have to find a new supplier

 

Apologizing

Use one of these expressions to aplogize to a disappointed customer or company.

 

Thank you for bringing this to our attention

There seems to be some kind of mix-up

It appears there was a misunderstanding

There seems to have been some miscommunication

I'm afraid there's been an oversight on our part

I'm sorry to hear that the item is defective

You can submit a formal complaint on our website

I sincerely apologize for the inconvenience

On behalf of Jameson Co., I offer my sincerest apologies

We take full responsibility for the problem

 

Offering compensation

After apologizing, use these expressions to explain how you will solve the problem

 

I would like to know what you are going to do about this.

- We would like to compensate you for your trouble

- We would like to offer you a full refund

- We would like to offer you a discount on your next purchase

- We can offer you an in-store exchange for that item.

 

Dealing with frustration

We use these expressions when a company is struggling financially

 

You have every reason to be upset

I understand this is frustrating for you

I realize this has been an inconvenience to you

I promise we will do everything we can to solve the problem

I understand where you are coming from

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Dialogue - 1

 

A : Hello, how can I help you?

 

B : I'm calling because there's a slight problem with our order

 

A : I'm sorry to hear that. What seems to be the problem?

 

B : We ordered 20 boxes, but our delivery contained only 18 boxes

 

A : Thank you for bringing this to our attention. There seems to be some kind of mix-up.

 

B : When can we receive the other two boxes?

 

A : We will send them out right away. You will receive them by tomorrow afternoon.

 

B : Thank you very much.

 

A : You're very welcome. I apologize for the inconvenience.

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Dialogue - 2

 

A : Hello, how can I help you?

 

B : I'm calling to complain about your sales representative.

 

A : I'm sorry to hear that. Can you give me the person's name, please?

 

B : His name is Fred Banks.

 

A : And what seems to be the problem?

 

B : We placed an order with him, but the delivery never arrived. And we have been unable to contact him for a week.

 

A : On behalf of Trading Inc., I offer my sincerest apologies. There seems to have been some miscommunication.

 

B : We would like to have a different sales representative assigned to us immediately.

 

A : You have every reason to be upset. We will assign a new representative right away.

 

B : And what about Mr.Banks?

 

A : I would like to ask you to submit a formal complaint on our website so that we can follow up.

 

B : I will. Thank you for your help. Goodbye.

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Bullet points

 

When apologizing, it is common to use indirect or passive language, rather than being direct. This allows you to protect the person or department that made the mistake.

 

For example, you should avoid saying this : 

Our marketing department made a mistake.

The sales team forgot to read your email.

I sent you the wrong document.

 

Instead, you should say it indirectly:

There was a mix-up in the marketing department.

There seems to have neen some miscommunication with the sales team.

The wrong document was sent to you.