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.
一位企业主或客服代表处理并解决一位不满客户的投诉，重点是留住他们的业务。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
disappointed
Feeling unhappy because something did not meet your expectations. Use it when expressing dissatisfaction, like with a product or service.
因为某事没有达到你的期望而感到不快乐。用于表达不满，例如对产品或服务的。
scratch
A mark or small cut on a surface caused by something sharp. Common in descriptions of damaged items, especially products.
由尖锐物体在表面上造成的痕迹或小切口。在描述损坏物品，尤其是产品的描述中很常见。
advertised
Promoted or described in advertisements. Use it to compare reality to what was promised in ads, like 'not as advertised'.
在广告中推广或描述的。用于比较现实与广告中承诺的内容，例如“不像广告中那样”。
frustration
A feeling of annoyance or anger when things don't go as planned. Helpful in customer service to acknowledge emotions.
当事情不如计划进行时感到烦恼或愤怒的情绪。在客户服务中，有助于承认情绪。
replacement
A new item given in exchange for a faulty one. Key term in handling complaints to offer solutions.
以不合格品交换给予的新物品。在处理投诉时提供解决方案的关键术语。
refund
Money returned to a customer for a purchase. Use it when offering to return payment for unsatisfactory goods.
购买后退还给客户的钱。当提供退还对不满意商品的付款时使用。
expedite
To make something happen faster. Useful in business for promising quicker delivery or service.
使某事发生得更快。在商业中用于承诺更快的交付或服务。
inconvenience
Trouble or difficulty caused to someone. Often used in apologies, like 'sorry for the inconvenience'.
给某人造成的麻烦或困难。常用于道歉中，例如‘抱歉给您带来不便’。
关键句型
需要记住和练习的重要短语
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.
这是听到坏消息时礼貌地道歉并表达同情的方式。在客服中使用它来缓和局面；这是中级学习者建立融洽关系的一个常见表达。
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.
一个礼貌地收集更多细节的问题。'a bit more'这个短语软化了请求；在解决问题对话中很有用，教导如何在不施压的情况下询问信息。
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.
显示您对客户感受的共情。在这里，“Understand”意为与情绪产生共鸣；非常适合缓和投诉，是服务对话中的关键模式。
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.
提供解决问题的选择。使用 'would you be open to' 来提出礼貌建议，并用 'or' 表示备选方案；在商务英语中，提供选项并留住客户至关重要。
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.
自信地承诺行动。「Certainly」增加了保证，「arrange for you」是惯用表达；练习这个表达，在确认投诉解决方案时听起来更专业。
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.
征求对提案的同意。一种随意检查满意度的方式；在谈判或服务中实用，帮助学习者以积极方式结束提议。
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.
重复道歉以强化诚意。“Again”表示强调；这是客户互动中常见的结尾，以留下好印象。
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.
鼓励未来的沟通。'Don't hesitate' 意思是 'feel free'；一种礼貌结束通话的方式，在商务英语中教授好客之道。