[비지니스 영어] Complaining and Apologizing -2

(출처 :  https://www.pexels.com/)

 

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Dialogue - 1

 

A : Hello, how can I help you today?

 

B : Hi, I'm calling to make a complaint.

 

A : Oh, what seems to be the problem?

 

B : I bought a pair of boots from your online shop, and the actual product did not match the description on the website.

 

A : Thank you for bringing this to our attention. Can you tell me which boots you purchased?

 

B : The knee-high work boots. I ordered the dark brown, and the boots I received are much lighter than I expected.

 

A : I'm very sorry to hear that. Can you give me your order number?

 

B : It's 51399.

 

A : OK, it appears there was some kind of mix-up with our distributer. We would like to offer you an in-store exchange for that item. We will send you a shipping label, so you can send them back.

 

B : That seems like a lot of work on my part. This is extremely frustrating!

 

A : You have every reason to be upset. We take fall responsibility for the mistake, and we would like to offer you a 25% discount on your next purchase by way of apology.

 

B : Well, thank you for your help.

 

A : Thank you for calling. I hope you have a nice day.

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Dialogue - 2

 

A : Hello, JC Supply, this is Sheila speaking. How can I help you?

 

B : Hello, this is Pedro Romano from Bradley Meyers. I'm afraid that there is a problem with the fax machines we received.

 

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

 

B : They are simply not turning on. We plug them in and nothing happens.

 

A : I see. I'm sorry to hear that the items are defective. I'll arrange for a technician to visit your office and investigate the problem.

 

B : Well, I called last week and was promised the same thing.

 

A : Let me open your account here, just a moment... OK, it looks like there was some miscommunication with the technician. I'm very sorry about that.

 

B : This is really causing problems for us. We already got rid of our old machines.

 

A : I completely understand where you're coming from. I am contacting the technician reight now, and he will be there by the end of the day.

 

B : Thank you for taking care of this

 

A : You're very welcome.

 

In dialogue 1, a customer is calling to complain about some boots that he ordered online. The color of the boots did not match the online description. The customer service representative explains the process of exchanging the boots. The customer is upset, and the customer service representative offers a 25% discount. In dialogue 2, Pedro Romano calls an office supply company to explain that the new fax machine he ordered are not working. Sheila apologizes, explains that there was some imscommunication with the technician and promises that the technician will arrive today

 

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Dialogue - 3

A : I'm calling to make a complaint.

 

B : Thank you for bringing this to our attention. What seems to be the problem?

 

A : The phone I received is not working properly.

 

B : I sincerely apologize for the inconvinience.

 

A : I read positive reviews about it, so I'm very disappointed.

 

B : You have every reason to be upset

 

A : Can you give me a refund?

 

B : I would like to offer you an in-store exchange, and 30% discount on your next purchase.

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Bullet points

 

As a customer service representative, you often need to gather personal information from the customer. Be careful to ask for this information politely using the following expressions.

 

Can you give me your order number?

Could you tell me your full name, please?