The document contains sample dialogues between a caller making a complaint and a receiver handling the complaint. The caller expresses dissatisfaction with the level of service, delays in receiving orders, and lack of communication about problems. The receiver acknowledges the mistakes, apologizes for the issues and inconvenience, and promises to investigate what went wrong and make it a top priority to resolve the problems.

1. Making and handling complaints. Target Language to learn how to deal with customers.
Caller
I’m afraid I have to complaint.
It’s very inconvenient.
The standard of service was unacceptable.
We should have been warned there was a problem.
I think we’ll have to ask for a refund.
What are you going to do about it?
I’m calling to make a complaint.
I’m not satisfied with the service.
This simply isn’t good enough.
Can you tell me what’s going on?
Can I count on that?
I sincerely hope I don’t have to ring you again about this.
I still haven’t received the order.
I can’t understand why there’s been a delay.
I’ve been waiting for seven weeks now.
Can you check up on it, please?
Receiver
What seems to be the trouble?
Let me check the records.
It’s obviously our mistake.
I’m very sorry about that.
I’m very sorry to hear that.
I’m very sorry about the delay.
I’ll find out what has happened and ring you back.
I will make a full investigation into what went wrong.
I appreciate your position.
I can only apologize.
It looks as if there’s been an error at this end.
I’ll have to look into this.
It’s obviously a major slip-up.
I’m afraid the repair center is running behind schedule.
One of our suppliers has let us down.
I’m very sorry for the inconvenience.
We’ll make it top priority.