How to handle a complaint - Business English

The customer is always right, or are they? In this video you'll see two versions of a conversation where a customer makes a complaint. The first is a bad model and the second a good one.
We'll use them to compare the English we use to handle complaints.

Here are the top takeaways:
1. Saying sorry matters.
- You can say sorry when you don't hear something and want someone to repeat: 'Sorry?'
- It can be an apology where you accept the blame: 'That was our mistake. I'm sorry.'
- It can also just be an expression of sympathy where no blame is accepted: 'That's awful. I'm sorry to hear that.'
2. You need to pay attention, listen and explain what you're doing: 'OK, bear with me. I'm just calling it up on my screen'.
3. Rather than saying 'You're wrong' you can say things like 'That's strange' or 'That's odd'.
4. Sounding unsure and tentative helps too: 'It looks like...

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Видео How to handle a complaint - Business English канала Simple English Videos