COMPLAINTS

STATING REASON FOR THE CALL

I'm calling about...
Unfortunately, there's a problem with...
I'm calling to complain about...

EXPLAINING THE PROBLEM
There seems to be...
We haven't received...
The...doesn't work.
The quality of the work is below standard.
The specifications are not in accordance with our order.

REFERRING TO PREVIOUS PROBLEMS
It's not the first time we've had this problem.
This is the (third) time has happened.
Three months ago...
We had a meeting about this and you assured that....

THREATENING
If the problem is not resolved....
We'll have to consider our position.
We'll contact other suppliers.

HANDLING COMPLAINTS AND OTHER PROBLEMS
Could you tell me exactly what..?
Can you tell me...?
What's the..?

APOLOGIZING
I'm sorry to hear that.
I'm very sorry about the problem/ delay/ mistake...

DENYING AN ACCUSATION
No, I don't think that can be right.
I'm sorry but I think you're mistaken.
I'm afraid that can't be true.

Practice

A: Answer
B: Greeting. Introduce his self.
A: Offer to help
B: Explain the problem. Order HF5618 for 20 printers. Only 17 have arrived.
A: Express surprise.
B: State that this is the second time you have received an incomplete delivery.
A: Suggest possible error in order administration.
B: Agree- say you need the other printers urgently. Delays are costing you goodwill-
unhappy customers.
A: Explain stock problems.
B: Ask for a promise of delivery date-ASAP
A: Promise next Monday.
B: Complain-you want dispatch now.
A: Express-regret not possible.
B: Ask for fax to confirm dispatch now.
A: Agree-apologize-end call.