Professional English - Intermediate - Complaints

Professional English - Intermediate - Complaints

Dealing with Complaints

Dealing with difficult customers might be difficult. That's why we must be as clear as possible when dealing with this situation. To do so, we have to use the correct sentence stress when dealing with a complaint.

Sentence Stress

Take a look at the sentence on the right. It would be unnatural if we pronunced all the words the same way. After this slide, listen to an example of the WRONG way of saying it.

Strange, isn't it?

That's not the right way of saying it. To make it more natural, we must stress (give emphasis) the right words.

Stressing the Right Words

To pronounce it correctly, we have to find the words that carry meaning. These are called 'meaning words'. We have to separate these from words that don't carry meaning. They are called 'grammar words'. Grammar words are there only to connect words of because of grammar rules.

Let's Check it Out?

Look at the sentence on the right and analyize it. Look at it. What are the words that carry meaning? Think about it for a minute.

Meaning x Grammar Words

So, as you could see, the words that really carry meaning are 'solution' and 'problem'. Probably, if you simply say to your client - 'solution' and 'problem', they will probably understand what you are saying.

Sentence Stress

So, now, we can see that the most important words are stressed. We have to give emphasis to this words. Listen to the CORRECT PRONUNCIATION of this sentence, now with the right intonation.

That's better!

Much better, right? Now that you are aware of it, let's check some sentences. Which are the content words that must be stressed?

Multiple Select

In the sentence: 'We promise never to make this mistake again', which are the content words? (choose 3)

• promise never

• make

• mistake

• again

Multiple Select

In 'I'm sorry, there's nothing we can do', which are the content words? (choose 3)

• sorry

• there's

• nothing

• we

• do

Multiple Select

In the sencence 'We are sorry, but the delivery was correct', which are the content words? (choose 3)

• sorry

• delivery

• was

• correct

Multiple Select

In the sentence 'You'll have you refund in 3 days', which are the content words (choose 2)

• You'll

• refund

• in

• 3 days

Now, look at the sentences below. Can you find the content words and give the right stress?

•  I promise you we'll check the settings and get back to you immediately.

•  We’re sorry that you’ve had a problem with this computer.

• We'll do our best to get your computer working as soon as possible.

Now, repeat the sentences using the right stress. If possible, record yourself and listen to your own recording to check how it went.

•  I promise you we'll check the settings and get back to you immediately.

•  We’re sorry that you’ve had a problem with this computer.

• We'll do our best to get your computer working as soon as possible.

Thank you very much!

We hope you continue enjoying your course. See you!