Business English - Dealing with Customer Complaints Professionally

Activity 1: Let's Get Started! (Warm-up)

Why is it crucial for businesses to handle customer complaints professionally, even if the complaint seems minor?
What are some common emotional reactions a customer might have when they are dissatisfied? How can a professional respond to these effectively?
Describe a time you experienced excellent (or very poor) handling of a complaint as a customer. What made it stand out?

Activity 2: New Words & Phrases (Vocabulary)

Let's explore some essential terms and phrases for professionally addressing and resolving customer complaints.

1. Empathize (verb): To understand and share the feelings of another.

Example: I can certainly empathize with your frustration regarding the delayed delivery; let me see how I can help.

2. Resolution (noun): The act of solving a problem, dispute, or contentious matter.

Example: Our primary goal is to find a satisfactory resolution to your issue as quickly as possible.

3. Inconvenience (noun): Trouble or difficulty caused to one's personal requirements or comfort.

Example: We sincerely apologize for any inconvenience this error may have caused you.

4. Look into (something) (phrasal verb): To investigate or examine the facts about a problem or situation.

Example: Thank you for bringing this to our attention. I will look into this matter immediately and get back to you.

5. Assure (someone) (verb): To tell someone something positively to dispel any doubts.

Example: I want to assure you that we are taking your feedback seriously and will take steps to prevent this from happening again.

Activity 3: Reading - The Faulty Product Issue

Read the following scenario about a customer service representative handling a complaint about a defective product.

Mr. Harrison called customer service, clearly upset. "I purchased your premium coffee maker less than a month ago, and it's already stopped working!" he exclaimed. Sarah, the customer service representative, listened patiently without interrupting.

"Mr. Harrison, I can certainly understand your frustration, and I want to apologize for the inconvenience this has caused you," Sarah began, aiming to empathize with his situation. "Thank you for bringing this to our attention. To help find a quick resolution, could you please provide me with the model number and date of purchase?" After Mr. Harrison provided the details, Sarah said, "Thank you. I will look into this matter right away. It seems this model has had a few isolated issues recently." She then explained the company's policy for defective products. "We can offer you a full replacement, which we can ship out today, or a full refund. Which would you prefer?" Mr. Harrison, calmed by Sarah's professional and empathetic approach, opted for the replacement. Sarah confirmed his shipping details and added, "I want to assure you that we value your business, and we are taking steps to investigate the issues with this model. Your replacement should arrive within three business days." Mr. Harrison ended the call feeling heard and satisfied with the proposed resolution.

Comprehension Questions:

After reading the passage, answer the following questions:

What was Mr. Harrison's initial complaint and emotional state?
How did Sarah, the customer service representative, first respond to Mr. Harrison to de-escalate the situation?
What steps did Sarah take to investigate the issue and offer a resolution?
What did Sarah say to assure Mr. Harrison about the company's commitment to quality and customer satisfaction?

Activity 4: Role Play - Handling a Service Delay Complaint

Read the following dialogue with a partner. One person can be Ms. Chen (a dissatisfied customer), and the other can be David (Customer Support Agent).

Ms. Chen: I'm very disappointed! I was promised my internet installation would be completed last Tuesday, and it's now Friday, and no one has shown up or called!

David: Good morning, Ms. Chen. I sincerely apologize for the delay and for any inconvenience this has caused. I can certainly empathize with how frustrating this must be for you.

Ms. Chen: Frustrating is an understatement! I've taken time off work twice now. I need this sorted out.

David: I understand completely. Let me look into this for you immediately. Could I please have your account number or address to pull up your details?

Ms. Chen: (Provides details)

David: Thank you, Ms. Chen. I see your appointment here. It appears there was an unexpected scheduling conflict with our technicians in your area. This is certainly not the standard of service we aim to provide.

Ms. Chen: So what's the resolution? When will this actually be done?

David: I am arranging for a priority appointment for you for tomorrow morning between 9 AM and 11 AM. I will also personally follow up with the technician to ensure they arrive as scheduled. Furthermore, I'd like to offer you a credit on your first month's bill for this inconvenience. I want to assure you we're committed to making this right.

Ms. Chen: Tomorrow morning? And a credit? Well, that's more like it. I appreciate you looking into it and finding a solution.

David: You're very welcome, Ms. Chen. I'll confirm the new appointment via email right now. Please don't hesitate to contact me directly if you have any further concerns.

Discuss Together:

After reading or performing the dialogue, discuss the following with a partner:

What techniques did David use to show empathy and acknowledge Ms. Chen's frustration?
How did David take ownership of the problem and work towards a resolution? What specific actions did he propose?

Activity 5: Let's Practice - Responding to a Negative Online Review

Objective: Practice responding to customer complaints professionally using key vocabulary in a role-play setting.

Scenario: Your company received a negative online review about a recent service experience. You (as a Social Media Manager, Alex) need to draft a public response. Fill in the blanks using vocabulary from Activity 2.

Alex (Drafting Response): "Dear [Customer Name], thank you for your feedback. We are very sorry to hear about your recent experience and sincerely apologize for the you faced. We want to with your disappointment."

"We take these matters very seriously and would like to what happened. Could you please contact us directly at [email/phone] with your order details so we can find a suitable for you?"

"We you that we are committed to providing all our customers with high-quality service, and we appreciate you giving us the opportunity to address your concerns."

Try to fill in the blanks with the correct words or phrases from Activity 2.