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Customer Complaint Scenarios and Responses

The document contains 4 dialogues between customers and businesses regarding issues with orders or service. The customers call to complain about late deliveries, damaged goods, overcharging, and lack of customer service. The businesses apologize, explain issues, promise to resolve problems, and get more information from the customers.

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rahmathidayat.ath
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28 views2 pages

Customer Complaint Scenarios and Responses

The document contains 4 dialogues between customers and businesses regarding issues with orders or service. The customers call to complain about late deliveries, damaged goods, overcharging, and lack of customer service. The businesses apologize, explain issues, promise to resolve problems, and get more information from the customers.

Uploaded by

rahmathidayat.ath
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

DIALOGUE 1 B: I apologise again for any inconvenience

caused. If you have any more problems,


A: I’m afraid we have a problem with your please let me know.
late this delivery. It arrived three days late
again.

B: I’m very sorry about that. I’m afraid our DIALOGUE 3


driver was delayed at the border.
A: Hello, John. I’m calling about a mistake
A: Well, this is about the tenth time that on our invoice. It looks like you have
this has happened this year and we are not overcharged us by £50.
satisfied. If this problem is not resolved,
I’m afraid we will have to consider B: I’m sorry about this. Our Account’s
changing supplier. Department must have made a small
mistake when they processed your order.
B: I understand. Leave it with me. I will We’ll issue a corrected invoice
look into the matter and do what I can to immediately.
make sure it doesn’t happen again.
A: I tell you what. Could you just subtract
A: Thank you. I really hope we can sort the extra amount from the next invoice?
this out.
B: Certainly. I apologize again for the
DIALOGUE 2 mistake.

A: Hello Jane. I’m calling because we A: It’s all right. Have a nice day.
have a problem with our order.
DIALOGUE 4
B: Oh, what seems to be the problem?
Didn’t you receive all the goods you A: Can I have a word with the manager,
ordered? please?

A: Well, we received everything, but some B: Yes, that’s me. How can I help you?
of the goods are damaged. A: Well, I just want to complain about the
B: I’m sorry to hear that. In what way are lack of customer service here. I just can’t
they damaged? find anyone to help me choose a laptop.

A: Well, the casing on some of the B: Yes, I’m very sorry madam. We are
television sets seems to be correct. rather short-staffed at the moment. Please
wait here and I’ll find someone to help
B: Oh, I am very sorry. This has never you.
happened before. It must due to bad
handling. If you send us back the
damaged sets, we’ll send you
replacements immediately and give you a
discount on your next order.

A: Thanks a lot.
Customer Complaints

Put the expressions from the


conversations into the following
categories

Making a complaint

Apologizing and explaining

Getting more information

Promising action

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