Handling Customer Complaints

Which option is best for expressing an understanding of the customer's frustration?

• That sounds really annoying.

• I understand how this situation is causing you frustration.

• Oh, that’s a bummer.

• Yeah, that’s pretty bad.

Which option is best for confirming the details of the complaint to ensure accuracy?

• Can you repeat that?

• Wait, what was the problem again?

• Just to confirm, you are experiencing an issue with your booking for flight number [Flight Number] on [Date]?

• Hold on, what did you say?

Which option is best for offering an apology and taking responsibility?

• Sorry about that.

• Oops, sorry!

• My bad.

• We apologize for any inconvenience this may have caused.

Which option is best for offering a solution or next steps in a formal response? a. b. c. d.

• We'll try to do better next time.

• Sorry about that. We’ll look into it.

• We are investigating the issue and will get back to you shortly with a resolution.

• Let us know if you have any more problems.

Which option is best for showing empathy in a formal complaint response?

• I understand how frustrating this must have been for you.

• That sucks, I get it.

• I see why you’re upset.

• It’s unfortunate that this happened.

Which option is best for actively listening and responding during the call?

• Got it.

• I understand. Can you please provide more details about the issue you experienced?

• I hear you.

• Uh-huh, uh-huh, yeah.

Which option is best for assuring the customer of improved service in the future?

• We will try not to make the same mistake again.

• We’ll do better next time.

• You can count on us to fix this.

• We are taking steps to ensure this does not happen in the future.

Which option is best for ending the call professionally and courteously?

• See ya!

• Thank you for your patience and for choosing [Airline Name]. Have a great day.

• Bye.

• Later.

Which option is best for providing follow-up information to the customer?

• We will keep you updated via email or phone on the status of your issue.

• I’ll call you back.

• We might get back to you.

• You should check back later.