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Small Business & Entrepreneurship

Handling a Difficult Customer Complaint

A business owner or customer service representative addresses and resolves a complaint from a dissatisfied customer, focusing on retaining their business.

Dialogue

Listen and follow along with the conversation

1
Sarah (Female)
Good morning, my name is Sarah. How can I help you today?
2
John (Male)
Good morning, Sarah. I'm calling about an order I placed last week, order number 7890. I'm quite disappointed with the product quality.
3
Sarah (Female)
I'm really sorry to hear that, John. Can you tell me a bit more about what went wrong with the product?
4
John (Male)
Well, it arrived with a noticeable scratch on the front, and the battery life is nowhere near what was advertised. It barely lasts half a day.
5
Sarah (Female)
I understand your frustration. That's definitely not the experience we want our customers to have. Let me check the details of your order. Would you be open to a replacement, or would you prefer a full refund?
6
John (Male)
Honestly, I was really looking forward to this product. If I could get a perfect replacement that meets the specifications, I'd prefer that. But otherwise, I'd like a refund.
7
Sarah (Female)
We can certainly arrange a replacement for you, and we'll expedite the shipping at no extra cost. To ensure the quality this time, I'll personally inspect the new item before it ships out. How does that sound?
8
John (Male)
That sounds much better, Sarah. I appreciate you taking the extra step to check it yourself. When can I expect the replacement to arrive?
9
Sarah (Female)
You're welcome, John. With expedited shipping, you should receive it within 3-5 business days. You'll get a tracking number via email shortly. Again, I apologize for the inconvenience.
10
John (Male)
Thank you, Sarah. I appreciate your help in resolving this. Have a good day.
11
Sarah (Female)
You too, John. Please don't hesitate to contact us if you need anything else.

Vocabulary

Essential words and phrases from the dialogue

disappointed

Feeling unhappy because something did not meet your expectations. Use it when expressing dissatisfaction, like with a product or service.

scratch

A mark or small cut on a surface caused by something sharp. Common in descriptions of damaged items, especially products.

advertised

Promoted or described in advertisements. Use it to compare reality to what was promised in ads, like 'not as advertised'.

frustration

A feeling of annoyance or anger when things don't go as planned. Helpful in customer service to acknowledge emotions.

replacement

A new item given in exchange for a faulty one. Key term in handling complaints to offer solutions.

refund

Money returned to a customer for a purchase. Use it when offering to return payment for unsatisfactory goods.

expedite

To make something happen faster. Useful in business for promising quicker delivery or service.

inconvenience

Trouble or difficulty caused to someone. Often used in apologies, like 'sorry for the inconvenience'.

Key Sentences

Important phrases to remember and practice

I'm really sorry to hear that.

This is a polite way to apologize and show empathy when hearing bad news. Use it in customer service to calm the situation; it's a common expression for intermediate learners to build rapport.

Can you tell me a bit more about what went wrong?

A question to gather more details politely. The phrase 'a bit more' softens the request; useful for problem-solving conversations, teaching how to ask for information without pressure.

I understand your frustration.

Shows you empathize with the customer's feelings. 'Understand' here means to relate to emotions; great for de-escalating complaints and is a key pattern in service dialogues.

Would you be open to a replacement, or would you prefer a full refund?

Offers choices to resolve an issue. Uses 'would you be open to' for polite suggestions and 'or' for alternatives; essential for business English to give options and retain customers.

We can certainly arrange a replacement for you.

Promises action confidently. 'Certainly' adds assurance, and 'arrange for you' is idiomatic; practice this to sound professional when confirming solutions in complaints.

How does that sound?

Asks for agreement on a proposal. A casual way to check satisfaction; useful in negotiations or service, helping learners end offers positively.

Again, I apologize for the inconvenience.

Repeats an apology to reinforce sincerity. 'Again' shows emphasis; common closing in customer interactions to leave a good impression.

Please don't hesitate to contact us if you need anything else.

Encourages future communication. 'Don't hesitate' means 'feel free'; a polite way to end calls, teaching hospitality in business English.