Share BE 2 - Session 11 - Customer service
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Say you're not happy with something
make a complaint /kəmˈpleɪnt/
Inform (a company) that something is wrong
report a problem
Give detailed information about a problem
explain the issue
The time it takes to answer a customer
response time /rɪˈspɒns/
The idea that customer will always choose a company's products
Customer loyalty /ˈlɔɪəlti/
A department that answers customer questions
Customer Support
Ask customers what they think about your company
get feedback /ˈfiːdbæk/
Suggest an answer to a problem
offer a solution
Ask for more information about something that isn't clear
have a query /ˈkwɪəri/
Money that is paid to someone in exchange for something that has been lost or damaged or for some problem.
replacement (n) /rɪˈpleɪsmənt/
refund (n) /ˈriːfʌnd/
compensation (n) /ˌkɒmpenˈseɪʃn/
A piece of paper that can be used to pay for particular goods or services or that allows you to pay less than the usual price for them
discount (n) /ˈdɪskaʊnt/
voucher /ˈvaʊ.tʃɚ/
refund (n) /ˈriːfʌnd/
What can you say to ask about the problem?
How can I help? What can I do for you? Can you give me more details? What exactly is the problem?
What can you say to make a complaint?
I’m sorry, but … I’m afraid … There’s a problem with … I’m not very happy (about it). I’d like (a refund/replacement).
What can you say to sympathize/apologize?
I’m very sorry about that. I do apologize. I’m sorry to hear that. It’s my fault. I’m sorry. I’m afraid we can’t … We’re sorry for the inconvenience.
What can you say to deal with the complaint?
I'll look into it / deal with it right away. I’ll get back to you. Let me check. We’ll send you … We can offer you … I’ll wait to hear from you.
