Untitled Lesson

Complaints

By Jana Mikulová

Useful phrases

• I’m sorry to hear that...

• Let me see what I can do for you.

• I understand your frustration.

• Would you like a refund or an alternative solution?

What to do

COMPLAINT - APOLOGY - SOLUTION

A) Transport
B) Accommodation
C) Food & Beverage
D) Customer Service
E) Pricing
F) Lost Items

Categories

Exercise

Fill in the blanks with the correct words: sorry, refund, understand, inconvenience, alternative, help

1. I’m really _____ to hear that.

2. I completely _____ your frustration.

3. Let me see how I can _____ you.

4. I apologize for the _____ this has caused you.

5. Would you like a _____ or a different solution?

6. We can offer you an _____ arrangement.

Open Ended

Customer finds hair in his soup, what do you do?

Open Ended

The hotel room is dirty, what should the receptionist do?

Role-play

Situation Examples:

1. A tourist complains that their hotel room has no hot water.

2. A traveler missed their flight because the airport shuttle was late.

3. A customer received the wrong food order at a restaurant.

NEXT WEEK

• letter of complaint - how to write and how to respond