Making a complaint
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The document provides examples of phrases for making a complaint to a business or service provider and their potential responses. It includes phrases the customer can use to introduce the complaint or request assistance and examples of how the provider may accept, delay, or reject the complaint. Specifically, it gives a sample conversation where a customer complains about being given a smoking room when they requested non-smoking and the representative apologizes but is unable to fulfill the request.
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Making a complaint
- 1. Making a complaint Conversation
- 2. Accepting / delaying / rejecting Making a complaint the complaint • Excuse me, I’m sorry to trouble you, • Oh, I’m sorry about that. but…. • I can’t tell you how sorry I am • I’m afraid I have to make a • I’m so sorry, I didn’t realize complaint. • I just don’t know how to say. • Excuse me, I’m afraid… • Excuse me, there seems to be something wrong with… • I wonder if you could help me….. • I suggest you leave it with us and we’ll see what we can do. • I’m afraid we can’t help you at the moment. • Do you think I could get a refund/ • Could you leave your contact phone new... / different... number and address? We will contact • I want to speak with the manager. you soon. • Well, I’m afraid there is nothing we can do about it actually. • Well, I’m afraid there isn’t much we can do about it.
- 3. Conversation A: Excuse me, I’m sorry to trouble you, but I asked for a non-smoking room and you have given me a smoking room. B: Oh, I’m really sorry about that. A: Do you think I could get a non-smoking room? B: I can’t tell you how sorry I am, but we do not have any non-smoking rooms available at the moment. A: Then I want to speak with the manager, please. B: Immediately, sir.