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Dealing with problems and complaints

1. When was the last time you made a formal complaint about something? Was it in person, on the phone, or in writing? Were you satisfied with the way in which it was handled? 2. Put the following stages of handling a customer complaint into the most likely order: Suggest possible solutions Get the details End on a positive note Agree on a course of action Greet and reassure the customer Listen and empathize

1. 2. 3.

4. 5. 6.

3. Write the following expressions in the correct spaces below. How can I help you? What seems to be the problem? Can you tell me exactly what the problem is?

What can I do for you?

I can understand exactly how you feel. I can understand how upset you must be. I cant give you a refund, Im afraid, but I can certainly give you a new one. Hows that? Unfortunately Im not authorized to give refunds, but what I can do is to send you a new one. How would that be? Are you happy with that? Is that all OK for you?

Glad to be of assistance, and I apologize once again. Is there anything else I can help you with? Im so pleased we managed to sort this out, and Im sorry again. Is there anything else I can help with?

Face-to-face

Telephone

4. Match the halves of the following expressions: a. Do you happen b. Im afraid c. Ill check d. Ill see e. Would you mind f. Ill look into it g. Could I ask you h. Ill get on 1. what I can do, but I cant promise anything. 2. if we put you in another similar room? 3. there is a glitch with the computer system. 4. to that right away. 5. to have the receipt with you? 6. to me. 7. if we gave you a voucher to use at a future time? 8. to have the name of the person you talked to before? 9. the minute I get off the phone. 10. to put that in writing please? 11. with my supervisor.

i. Would it help j. Leave it k. I dont suppose

5. Read the following text and fill in the gaps. Here are guidelines on how to make a professional apology: 1. Separate the apology and the explanation -- The apology has to stand on its own. I know you want the other person to understand your intentions, the circumstances under which things happened and, most important, that it is not all your fault. However, he or she cannot hear this at the same time as the apology. They will hear the explanation (read: "excuses and accusations"), rather than the 1______________. Instead, just apologize. Get clarity that you have apologized, and make no explanations or excuses until the apology has been accepted. 2. Ask for the discussion, but don't insist upon it -- "If you would like to discuss the circumstances around this so we can work on avoiding issues in the future, I'm open to it, but it's not necessary. I want to move forward." This invitation puts the ball into the other person's court and allows for the discussion to be invited rather than forced. If they don't want to 2__________, don't push it. 3. Don't assume you know what will make it right, but be prepared with options -- If the issue that requires the apology also requires some resolution, ask what the other person believes will "make this right." Have 3___________ ready, but don't offer them first. Instead, ask and consider what they have suggested. 4. Own up -- When mistakes are made or offenses given, there is a tendency to want to deflect or avoid taking responsibility. You have to 4____________ to your mistakes and/or accept responsibility for the problem on behalf of the company, even if you arent directly to

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blame. This usually means owning the entire problem in your apology. Remember, one of the things you are trying to do is get past this point in the business relationship. 5. Focus on what happens next -- Close out the issue with the person and then move to immediate next steps. Time may heal, but action accelerates it. 6. Move on -- There is no sense in hanging onto this issue or walking on eggshells. If you have given the apology and it has been accepted, then you need to 5_______________. If the other person chooses to bring the issue up again, simply state, "When I apologized and you accepted it, I considered the matter closed." Professional apologies allow companies and people to resolve issues, change the direction of a relationship and move forward. If you are looking for "justice" in your professional relationships, I think you are destined for disappointment. I encourage you to be satisfied with resolution and move on.
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