Complaints Listen Can I speak to the owner? Acknowledge Apologise Solve Refunds Exchanges Thank
Apologies I’m very sorry about that. I’m terribly sorry about that. I fully understand the inconvenience this has caused. I’m sorry but I’m afraid I can’t help you. I’m sorry but you’ll have to talk to our manager about that.
Complaints about things Bent Dented Out of date Broken Discoloured Rusty Chipped Faded Scratched Cracked Illegible Stained Crushed Leaky Twisted Deformed Noisy Wet
Discounts Introductory offer Initial order Quantity Cash Early payment
Prices Our product costs… euros / pounds / dollars. The price per kilo / item / unit / litre / yard / foot is … euros / pounds / dollars.
On the phone Hello, you have called Vino Español, my name is Mary, may I help you? Yes, hello, my name is Ana and I’m calling from London. I’m looking for some wine. Yes, sure. Were you thinking of one in particular? Red, white? It was white wine, with a blue bottle.
On the phone A blue bottle? That must be Viña Galtea semiseco, right? Yes, yes it is. Can you send it to the UK? Sure, no problem. How many bottles would you like? I’d like to have 12 bottles. OK, each bottle costs 5EUR, so that will be 60EUR, which is about 51GBP (pounds).
On the phone How would you like to pay for that? We accept credit card, Paypal or bank transfer.Credit card is OK.
On the phone OK, can you tell me your card number? Sure, it’s 1234 4321 1234 4321. And the name on the card? My name is Ana Michelle Ono. The expiry date, please? It’s January 2020.
On the phone OK, so we’ll charge 60EUR on your card number 1234 4321 1234 4321with expiry date January 2020.What is your address? I live in 5 Abbey Road, Westminster, London, NW8 9AA.
On the phone Do you have any special delivery instructions? This is my work address, I’m only there from 9 till 6. You should receive your wine on Monday at 9am. OK, thank you. Thank you, have a nice day! You too, bye bye!
Calling back Good Morning, Abbey Road Studios, can I help you? Yes, could I speak to Ana Michelle Ono, please? A) Yes madam, I’ll put you through. B) Sorry, she’s not available at the moment, can I take a message? Sure, will you tell her Mary Martin from Vino Español called her? Yes madam, I’ll pass the message on to her.
Calling back Hello Ms Ono, good How about you? morning. How are Not so bad. things? Can’t complain. Fine Could be better. Great Marvellous! Oh, really! Good.
Order will be late Now, what can I do for you, Ms Martin? I’m calling about your order. There’s a bit of a problem with your order, it will arrive on Tuesday instead of Monday. Oh, it’s OK, I don’t need it until Friday.
More information Could I have your mobile phone number, please? Could I have your fax number, please? Could I have your email address, please?
Problems! Oh, I’m sorry. I must have dialled the wrong number! I’m sorry. Could you say that again? I’m sorry, I didn’t catch that. Could you repeat it? Could you spell that word for me, please? What was the name again? I didn’t catch it.
Problems! I’m sorry but it’s a very bad line. Could you phone back in two minutes? I’m sorry but it’s a very bad line. Could you speak a little louder, please? I’m sorry but I can’t make out what you’re saying. Would you like to call later? I’m sorry but we seem to have been cut off last time. If it happens again I’ll call you back.
Apologies again I’m very sorry about that. I’m sorry but you’ll have to talk to our manager about that. I’ll put you through. I’ll give you her number. I’m very sorry about the delay / the mistake / the mix- up / the damage Please accept our apologies for this.
Saying goodbye Anything else I can do for you? Is there anything else I can do for you Ms Ono / sir / madam? That’s all, thank you. No, thank you very much. You’re welcome, and thanks for the order.
Saying goodbye Thank you for calling. We’ll get back to you as soon as we can. Have a nice day. You too, goodbye. Goodbye.