BBC Learning English 6 Minute English 8 August 2013

Business English: Customer complaints

NB: This is not a word for word transcript

Feifei: Neil: Feifei: Neil:

Hello! Im Feifei and this is 6 Minute English, with me is Neil. How are you Neil? Ah tell you what, Im going to write a very strong letter to the train company it took 4 hours to get to work today. I know, it took me ages yesterday as well. Well, its a good thing were looking at complaining in todays programme! Whether youre making a complaint or youre dealing with an unhappy customer, well be looking at useful language and also some dos and donts, but first I have a question for you Feifei Go on then What do you think more people complain about? Is it transport or shopping? Based on what we just talked about, Id go for transport. Well, according to the UK website HowtoComplain.com, almost 17% of customer complaints in the UK are about transport and travel, compared with the shopping and retail sector which receives about 25% of complaints. So Feifei you were absolutely wrong about that one, Im afraid. That cant be true! Now, if you want to complain about something in English, it always helps to know the right thing to say. And if Im not mistaken Its Business Betty! Hello! Hello Business Betty, can you give us some tips on complaining in English? Of course! Whether youre complaining or dealing with a complaint, its important to be polite, calm and clear. Lets look at the customers complaint first. Imagine you own a clothes shop and youre unhappy about some t-shirts youve just bought. Youre talking to the supplier about it. First of all, be clear that you have a complaint. Say "Im afraid Ive got a complaint." Im afraid Ive got a complaint.

Feifei: Neil: Feifei: Neil:

Feifei: Neil: Neil/ FF: BB: Feifei: BB:

Feifei:

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BB: Feifei: BB: Feifei: BB: Feifei: BB: Feifei: BB: Feifei: BB: Feifei: Neil: Feifei: Neil: Feifei:

Or you can say "Actually, theres a problem." Actually, theres a problem. Well done Feifei. Next, state exactly what the problem is. Whats the problem, Feifei? I ordered 200 blue t-shirts, but the ones you sent are black. Next, say how you want the problem to be fixed. Can you get the right ones over to us by the end of the week? Good! Try saying that one another way: Look, I really need the blue t-shirts as soon as possible. Well done Feifei. And remember to be polite! I will. Thanks for your help, Betty. Youre welcome. Neil, I feel a role-play coming on. So do I. Of course, today its my turn to be the boss. But Im afraid there isnt a boss in this role-play Awwwww.typical! But you can be the customer service representative if you like. Im a client who isnt happy with your companys service, and you have to deal with my complaint. Okay? OK I think Ill be good at that. Shall we start? Lets go!

Neil: Feifei: Role-play Feifei: Neil: Feifei: Neil: Feifei: Neil: Feifei: Neil: Feifei: Neil:

Ring ring, ring ring Hello? Good morning, my name is Feifei from Feifeis Fashions and Im afraid Ive got a complaint. Oh yeah? You are not the only one. I ordered 200 blue t-shirts, but the ones you sent are black. Oh yeah? It happens all the time, thats life eh Look, I really need the blue t-shirts as soon as possible. Hmm yeah, OK Ill tell someone, alright? Bye! Err, just a minute Hello? Hello! Ooh that was good. How was it for you?

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Feifei: Neil: BB:

Hmmm well, I think we need to ask Business Betty for some feedback. OK Business Betty, how did we do?? Well. Feifei - you were great and you did everything I told you. But Neil: we need to work on your customer service skills. When a customer has a complaint, take it seriously! Find out what the problem is: I see, what exactly is the problem? If there is a problem, apologise. Im so sorry about that. Investigate the problem. Let me check your order. Say what youre doing to solve the problem. Ill get the correct order sent to you by the end of today. And be polite! Thanks for calling. So, Neil, do you think that will help? I think that should do nicely. Thanks Betty. Youre welcome. And if theres nothing else, Ill be leaving now. Bye! Bye! Shall we have another go at the role-play? I think we, or should I say you, need to.

Neil: BB: Neil: BB: Neil: BB: Neil: BB: Neil: BB: Neil: BB: Neil / FF: Neil: Feifei: Role-play Feifei: Neil: Feifei: Neil: Feifei: Neil: Feifei: Neil: Feifei: Neil: Neil:

Ring ring, ring ring Hello? Good morning, Im calling from Feifeis fashions and Im afraid Ive got a complaint. I see, what exactly is the problem? I ordered 200 blue t-shirts, but the ones you sent are black. Im so sorry about that. Let me check your order. Look, I need the blue t-shirts as soon as possible. Yes of course, Ill get the correct order sent to you by the end of today. Thanks for your help. Thank you for calling. And thats the end of todays role-play!

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Feifei: Neil: Feifei: Neil:

That was better: I think I even believe you might send me the right t-shirts this time. Of course I will. Anyway, it wasnt my fault, somebody else sent the wrong t-shirts, I never ever get anything wrong, you know that Thats it for today Neil! But well be back soon, and we hope you dont feel like complaining about that! Join us again for more 6 Minute English! Bye! Stop your moaning, bye!

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Complaining: Key phrases Saying you have a complaint Im afraid Ive got a complaint. Actually, theres a problem.

Saying what the problem is

I ordered 200 blue t-shirts, but the ones you sent are black. Look, I really need the blue t-shirts as soon as possible. Can you get the right ones over to us by the end of the week?

Saying how you want the problem to be fixed

Apologising

Im so sorry about that.

Investigating the problem

Let me check your order.

Solving the problem

Ill get the correct order sent to you by the end of today. Thanks for calling.

Being polite

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