[비지니스 영어] Complaints

(출처 :  https://www.pexels.com/)

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NOUNS (명사)

complaint: 불평/불만

error: 오류

fault: 잘못

responsibility: 책임감

inconvenience: 불편함

manual: 설명서

oversight: 간과

quality: 질

 

VERBS (동사)

accept: 받아들이다

assure: 보증하다

attend to: 해결하다

blame: 탓하다

damage: 손상시키다

do about: ~관해 행동하다

promise: 약속하다

repair: 수리하다

 

ADJECTIVES (형용사)

clerical: 사무의

 

ADVERBS (부사)

as ~  as possible: 가능한 ~하게

immediately: 즉시

 

PREPOSITION (전치사)

upon: ~하자마자

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How to handle the complaints

 

Taking the complaint

Identifying the problem

- Excuse me, but there was damage upon delivery...

- It's now ~~ days/weeks late

 

Requesting action

- Could you please attend to this as soon as possible?

- If it isn't repaired immediately, we will have to...

- Can you do something about it?

 

Accepting action / Rejecting action

- OK. That's fine. / I'm sorry, but we are not able to...

- OK. That's will work. / I'm afraid we can't...

 

 

Handling the complaint

Asking for information

- Could you explain exactly what the issue with the quality is?

 

Explaining the reason for a problem and saying sorry

- It seems there was a clerical error / oversight

- I apologize for any inconvenience caused. I promise we will fix this

 

Assigning fault and promising action

- We accept full responsibility. We should have...

- I'll deal with it / attend to it / send an engineer immediately

 

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Active Voice	Passive Voice
You need to fix it	It needs to be fixed
You shoul handle that	That sould be handled
You made a mistake	A mistake was made

 

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Dialogue

 

Fely: Hello, this is Fely with MBY Incorporated. I'm calling to make a complaint. I believe a mistake was made with an order we made.

 

Jose: OK. Could you explain exactly what the problem is, please?

 

Fely: I'm calling because we ordered a shipment of steel over two months ago, but we still haven't received it. We called once before and made a complaint. We were told that the shipment would be delivered in two weeks, but it's now been four weeks, and we still haven't received anything.

 

Jose: I do apologize for that. You should have an order number on your invoice. Could I please have that number?

 

Fely: Sure, it's J83L85RS20.

 

Jose: Thanks you for that. OK, let me see what happened. It seems there has been a clerical error. I am sorry for the inconvenience. We will get this fixed as soon as possible, and I can assure you that this kind of mistake won't happen again.