Following Up on a Complaint Status
A customer wants to inquire about the progress or resolution of a complaint they filed previously, expecting an update from the service provider.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
complaint
A complaint is when you express dissatisfaction about a product or service to get it fixed. Use it when reporting problems, like 'I want to file a complaint.'
follow up
To follow up means to check on the progress of something you started earlier. It's useful in business or customer service, like 'I'll follow up on that email.'
reference number
A reference number is a unique code to identify your case or order. Always mention it when inquiring about previous issues, like 'My reference number is XYZ123.'
intermittent
Intermittent means happening sometimes but not always, like occasional problems. Use it for unreliable services, such as 'intermittent internet connection.'
disruptions
Disruptions are interruptions that stop normal activity. Common in tech contexts, like 'service disruptions during peak hours.'
congestion
Congestion means overcrowding or too much traffic, like in networks or roads. In this context, it's 'network congestion' causing slow internet.
temporary fix
A temporary fix is a short-term solution to a problem, not permanent. Use it when something is patched quickly, like 'a temporary fix for the bug.'
permanent upgrade
A permanent upgrade is a lasting improvement to a system or service. It's the opposite of temporary, like upgrading software forever.
crediting
Crediting means adding money back to an account as compensation. Useful in complaints, like 'We're crediting your account for the inconvenience.'
inconvenience
Inconvenience is a minor trouble or annoyance caused to someone. Often used politely in apologies, like 'Sorry for the inconvenience.'
Key Sentences
Important phrases to remember and practice
Hi, I'm calling to follow up on a complaint I filed last week regarding my internet service. My reference number is #XYZ789.
This sentence is useful for starting a follow-up call. It uses 'follow up on' to check progress and includes key details like reference number. Practice for polite inquiries; 'regarding' means 'about'.
Certainly, let me pull up that information for you. Just a moment, please.
A polite response from service reps. 'Pull up' means retrieve on a computer. 'Just a moment' is a common phrase to ask for time. Use it to sound professional and helpful.
I was wondering what the status is. Has there been any progress or a resolution?
This asks for updates naturally. 'I was wondering' softens the question. 'Status' means current situation; 'progress' and 'resolution' show inquiry patterns. Great for checking complaint status.
Our technical team has been investigating the issue. It appears there was a local network congestion problem affecting your area.
Explains the problem professionally. Present perfect continuous 'has been investigating' shows ongoing action. 'It appears' means 'it seems'. Useful for giving updates in service roles.
We've implemented a temporary fix, and a permanent upgrade is scheduled for next month.
Reports actions taken. 'Implemented' means put into effect; passive 'is scheduled' for future plans. This sentence pattern reassures customers about solutions.
The temporary fix should stabilize your connection for now. We expect minimal to no further disruptions until the permanent upgrade.
Gives reassurance. 'Should' expresses expectation; 'minimal to no' means very little or none. Useful for explaining expected outcomes in complaints.
We're also crediting your account for part of this month's service as an apology for the inconvenience.
Offers compensation politely. 'As an apology' explains the reason. This is a common way to end complaints positively; learn for customer service scenarios.
Yes, absolutely. We'll send you an email notification once the network upgrade in your area is finished.
Confirms action strongly. 'Absolutely' emphasizes yes; 'once' means after. Future 'will send' for promises. Use to assure customers of follow-through.
Is there anything else I can assist you with today regarding this complaint?
Standard closing question. 'Assist you with' is polite help offer; 'regarding' specifies topic. Essential for service reps to check if more help is needed.
No, that's all for now. Thank you for the update and for addressing the issue.
Polite way to end the call. 'That's all for now' means no more questions. Expresses gratitude; useful for customers wrapping up conversations.