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Question
Prepare simple telephone conversations using the expressions below.
|
Some useful ‘telephone’ phrases
|
| Making a complaint |
| I’m calling to complain about… |
| I’m sorry, but I’m not satisfied with… |
| Unfortunately, there’s a problem with… |
| I am very unhappy with the service I received. |
| It really isn’t good enough. |
| I’d like to know why… |
| I’d like an explanation for… |
| It’s shocking that you cannot replace the product. |
| I’ll have to go to the press. |
| If you can’t deliver on time, you must at least inform your customers. So that we can find other suppliers. |
| Dealing with the Complaints |
| I’m sorry to hear that ... |
| Yes, I see what you mean. |
| I apologise for … |
| I understand you’re upset about ... |
| Could you give me some details, please? |
| What happened exactly? |
| What seems to be the problem? |
| It’s not our policy to replace items. |
| It’s not our fault that it hasn’t arrived. |
| I’m afraid that’s not quite right ... |
| I’m sorry, there’s nothing I can do. |
| Ok, I’ll look into it right away. |
| I’ll check the details and get back to you. |
Solution
| Sonam: | Hello, I'm calling to complain about the latest service outage. |
| Customer Service: |
I'm sorry to hear that you've had an issue. Could you please hold on while I pull up your account? |
| Sonam: | Sure, I'll wait. |
| Customer Service: | Thank you for waiting. I understand you're upset about the service interruption. Could you please give me some details? |
| Sonam: | My internet has been down since yesterday evening, and I received no prior notice about this disruption. |
| Customer Service: | I apologise for the inconvenience. What exactly seems to be the problem with the connection? |
| Sonam: | The modem lights are blinking, but there's no internet connectivity. I've tried restarting it several times. |
| Customer Service: | It's not our policy to replace items immediately, but I can call our technical team to get this sorted. |
| Sonam: | I want an explanation for the repeated interruptions before deciding to continue with your service. |
| Customer Service: | I understand that, and I'm sorry; I can do nothing about the past outages. However, I'll check the details of these incidents and get back to you. Can I call you back once I have more information? |
| Sonam: | Yes, that would be helpful. Thank you. |
| Customer Service: | That's not a problem. I'll look into it right away and call you by the end of the day. |
| Sonam: | I appreciate it. Goodbye. |
| Customer Service: | Goodbye, and thank you for bringing this to our attention. |
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