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7/27/2019 Making and Replying to Complaints
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AE301COMMUNICATIVE
ENGLISH 2
7/27/2019 Making and Replying to Complaints
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COURSE LEARNING OUTCOME•
At the end of the lesson, students should be able to:• Identify the nature of the complaints
• Use appropriate style and tone in making complaint(s)
• State clearly the action(s) expected to be taken
• Express complaints in a clear and logical manner
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What is a Complaint?•
Expressions of “displeasure or annoyance”
Why?• To respond to an action that is seen by the speaker as unfavorable
How?• Written (letters, memo, emails, online form)
• Oral (phone call, in person)
When?• At the time the problem is happening
• After the incident
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Steps in Making Complaints
Identify the nature ofthe problem
• Why are youcomplaining ?
• Gather evidence(receipts,warranties,contracts etc.)
Contact the personresponsible
• Explain yourproblem (calm
& accurate)• Mention what
action youwould like tohave taken
• If not resolved,call the
superior• National brand:
Contact thecompany’s HQ
Keep records of youreffort & importantnotes
• Who did youtalked to?
• What was doneto theproblem?
• Save copies ofletters
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What should be included?•
Your name & contact information• Important facts about your purchase
• Date & place of purchase
• Information about the product/ service (serial number, model number etc.)
•
The person involved
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In making complaints
Usepositive,upbeat tone
Be calm &control youranger
Focus onthe actionsto solve theproblem
Includesufficientdetails
DosUsenegativetone
Beaggressive,insulting/threatening
Expressyourfeelings/ beemotional
Threaten totake legalactions**
Don’ts
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Useful expressions in making complaints
Making the complaint
*I’m ringing to complain about…
*I’m sorry, but I’m not satisfied with…
*Unfortunately, there’s a problem with …
Insisting
*I’m afraid that it’s not good enough…
*I’d like to know why…
* I must insist…
*Could I speak to the supervisor?
Explaining the problem
*The MP3 player doesn’t work… *There seems to be a problem with…
*We haven’t received the…
Threatening
*I’m afraid unless the product is replaced,I’ll have to…
If you don’t replace the product, I’ll haveto report…
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Things to remember•
Be polite, but firm• Explain your problem, keep to the facts & know your rights
• Focus on the actions for your complaints to be resolved
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Steps in replying to complaints (adjustment)
Acknowledge Account Apologise
Accept Act Assurance
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Useful expressions in replying to complaints
Showing understanding
*I’m sorry to hear that…
*Mmmmm, I see what you mean…
*I’m sorry about the delay/problem…
Making excuses
*It’s not our policy to replace items…
*I’m afraid I can’t help you since it’snot our fault…
*I’m afraid that it’s not quite right…
Getting the facts
*Could you give me some details…
*What’s the problem exactly?
*What seems to be the problem?
Promising action
*Ok, I’ll look straight away…
*I promise you I’ll check the details…
*I’ll get back to you shortly…
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Things to remember in handling complaints•
Respect your customer• Do not shout
• Focus on the problems
• Suggest solutions
•
Express regret & Apologise• Be helpful
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Which one is appropriate?•
The wrong order was shipped to me.• You shipped the wrong order.
• You overcharged me for the meals.
•
I was overcharged for the meals.
• I’m unhappy with your service.
• I’m not very happy with your service.
• The keyboard is faulty.
• There appears to be something wrong with the keyboard.
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Rewrite the following sentences to make them
more polite by using diplomatic language.
1. That will be too long! I can’t wait until next week for the delivery.
2. You made the delivery to the billing address instead of the deliveryaddress.
3. It’s not my fault the dishwasher isn’t working.
4. Your agent was not helpful.
5. You made a mistake on my bill.
6. You have no Internet connection? Too bad!
How do you respond to these complaints?
