Handling complaints checking answers

• Engels
• MBO
• Studiejaar 2

Handling complaints

Exercise 1. Fill in the gaps

Fill in the gaps. Choose from:

frustrating - concerning - offer - situation - inconvenience - important - apologies

Thank you for letting me know about this (1)________________ .

I understand this must have been very (2)________________ for you.

Could you please give me the details (3)________________ the product?

Please accept our sincere (4)________________ for the (5)________________ .

Your complaint is (6)________________ to us and we will try our best to make things right

To show how sorry we are, we (7)________________ you a gift voucher for a free product of your choosing.

Exercise 2. Responses

Fill in the responses. You can use the helpful phrases (or write your own)

1. I would like to file a complaint.
Respond:

2. The product that I ordered has still not arrived.
Respond:

3. I am not satisfied with the service.
Respond:

4. Will you solve this problem?
Respond:

Remember....

1. Acknowledge the problem

2. Ask for more information (when there isn't enough)

3. Apologise and take responsibility

4. Taking action (letting the client know that you will resolve the problem)