Customers want to know someone is listening and they are understood, and they

are hoping you are willing to take care of the problem to their satisfaction. No
matter what the situation is, when a customer brings a complaint to your attention
—even if they do it in a less-than-desirable way—be thankful. We must realize
that improper handling of a customer complaint can be costly to the business.

It’s important to realize that when a problem arises, sometimes the company
might be at fault, not the customer. If that happens, you must be professional and
take responsibility for the problem.

1. There seems to be some sort of mix-up.

Mix-ups are accidents or mistakes. You can tell your customer that there has been
a mix-up if an item is shipped to the wrong address by accident, or if the item is
incorrectly charged for a higher price.
The phrase seems to be means that it’s possible that a mix-up has occurred, but
you’re not completely sure. It’s also a softer way of saying that there really has
been a mix-up or mistake.
2. I’m afraid there’s been an oversight on our part.
An oversight is when you realize you’ve forgotten to do something or made a
mistake without realizing it. For instance, your company might have forgotten to
send an item or sent the wrong model.
The phrase on our part tells the customer that you acknowledge the problem is
the company’s fault, and that you or your company will take responsibility for it.
3. It looks like we might have made a mistake.
The phrase looks like and the modal verb might indicate that it’s possible that a
mistake has been made. It also gives a softer tone to the message than does saying
“we made a mistake.”
4. Would you like a replacement or a refund?
This is a great phrase to use. You’re not only suggesting possible solutions but
you’re also giving the customer a choice of how they prefer to have the problem
resolved. Using the modal verb would softens your tone.
5. You could either take this now or wait for our new shipment.
Use this phrase when a customer needs a product replacement but you don’t have
many available options.
With this phrase, you’re not only offering a possible solution but also the choice
of which solution your customer prefers. The modal verb could softens the tone.
6. Maybe we could send this back to
[department/company/manufacturer] and have them take a look.
If something is wrong with a customer’s product, you can send it to the place
where it was made and have them investigate. Depending on the situation, you
could offer the best solution you know.
In the above phrase, the word maybe and the modal verb could work together to
soften the tone.
7. If you’re not happy with the discount, the best I can do is [offer you a
coupon/discount for your next purchase].
Since they’re not happy with one solution, you’re offering them an alternative
which you hope will be attractive to them. The phrase the best I can do indicates
that this is your best solution and final offer.
8. I could offer you a refund.
The modal verb could indicates that a refund is a possible solution if the customer
chooses to take it. It also serves to soften your tone.
9. I’d be happy to replace this unit at no charge/cost.
This expression has such a friendly tone, don’t you think? You’re not only
offering a great solution, you’re also saying that you’re happy to be doing it.
10. I’m sorry, but this is against our company policy.
Starting with an apology is always a good idea.
11. I wish I could help you, but this is out of our control.
This indicates that there’s nothing you or your company can do.
In this case, their issue might be the responsibility of another company. If
possible, you might also want to tell the customer who they should call, or what
company they should call, to continue discussing the issue.
12. I’d like to help, but there’s nothing much I can do.
The two expressions above have similar meanings. You’re saying you really want
to help, but you’re unable to help for the reason you’ve stated.
13. I understand this is frustrating to you. Let me see what I can do.
Telling an angry customer that you understand this is frustrating for them
shows that you know how they’re feeling. The expression let me see what I can
do is telling them that you will personally help them find a solution.
14. You have every reason to be upset and I apologize for what has happened.
The expression you have every reason to be upset tells the customer you know
how they feel and understand why they’re not happy. And of course, apologizing
is always a good idea.
15. I realize this has been an inconvenience to you. Please let us set things
right.
Here again, saying you realize this has been an inconvenience shows you
understand that this experience has caused them trouble, and you will do whatever
is necessary to set things right, or correct the situation.