Unit 8: Dealing with A Complaint

Saying it clearly

Listen to these sentences, note how the key words are stressed to make the speaker’s meaning and intention clear.
1.I’m terribly sorry for the problems that you’re experiencing.
2.I propose that we offer you some sort of compensation.
3.I’ll make sure that it gets done by the end of the week.
4.I do apologize for our part in this.

Saying it appropriately

Listen to two versions of this extract from a telephone call and answer the questions.

“Oh dear, I’m sorry to hear that. Let me just get a pen and I’ll note them down. Right, can you give me the details?”
1.Which version is more effective, the first or the second version?
2.Which words describe the most effective version?
A.Concerned
B.Distracted
C.Annoyed
D.Apologetic
E.Polite
F.Bored


Get Speaking

Listen to four speakers making complaints. Respond to them, using the following expressions that we learned. When you hear the beep, pause and respond.
1.Could you beat with me for 10 minutes while I get to the bottom of what went wrong here?
2.I’m terribly sorry for the problems that you’re experiencing.
3.I can imagine that was terrible.
4.I propose that we offer you some sort of compensation.
5.I’ll make sure that it gets done by the end of the week.
6.That must have been dreadful.
7.Could you tell me exactly what happened?
8.I do apologize for our part in this.


Listen to four speakers making complaints. Respond to them, using the following expressions that we learned. When you hear the beep, pause and respond.
1.Express regret that there’s a problem and find out exactly what the person is unhappy about.
2.Express empathy for the problem.
3.Summarize the problem for them.
4.Apologize for the problem and promise that you will take action on the points raised.
5.Propose a solution and check that this is acceptable for your client.
6.Propose a more substantial solution and check that this acceptable.
7.Respond to the request and finish the call politely.