Bài 87: Handling A Complaint » 100 Bài Tiếng Anh Giao Tiếp Cơ Bản »

Handling a complaint

Answering the phone

- Hello, Mr. Smith’s office. Jane's speaking - Yes, is this the Multiplus company? - Yes, is is ...May I please speak to Mr. Smith? - I’m sorry sir. Mr. Smith is busy right now - Oh, well, is this the Sales & Marketing department? - Yes, it is. What is nature of your call? - I wish to make a complaint - Ok, sir. You can tell me your complaint - Will you pass it on to Mr. Smith for me? - Yes, sir. I will pass it on to him

Holding on the phone

- Could you just hold on the line a moment whilst I get my pen and paper ready? - Certainly, no problem - OK. I’m ready now ...Could I have your name please? - My name is Edward Brown - B-R-O-W-N - And what is your company name? - I'm calling from the Brown Sugar company - Have you been using our products for a long time? - Yes, I have. I've been a customer for 5 years now

Receiving a complaint

- Could you tell me what is the problem? - Recently, the problem has been damaged product packaging - Could you be more specific please? - Yes, when you sent me the products, the packaging around it is damaged - Is there also damaged inside? - Yes, it is, sometimes - Is this the first time you’ve called to complain? - Yes, it is - Are there any other problems? - Yes, occasionally the delivery arrives a day late - Does it happen often? - Yes, it has happened often

Apologizing

- Thank you for alerting us to these problems - Well, I hope you can fix them for me - Yes, I’m very sorry to hear that you've had these difficulties - That’s OK. But I expect to see an improvement soon - Yes, sir. I will pass all your complaints straight away - Ok. Thank you. Goodbye - Goodbye