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how to make and reply to complaintx.pptx
- 1. Making & Replying to Complaints 4.0COMPLAINTS Prepared by: Catherine Nguoi Chui Lam Siti Faezah Bt. Ahmad Sazali
- 2. What are complaints? Complaintsare expressions of ‘displeasure or annoyance’ in response to an action that is seen by the speaker as unfavourable. E.g. you want to complain about the pizza you have just ordered because it is too salty, what are the expressions needed to express and respond to complaints?
- 3. Identify the natureof the complaints 4.1 Make and lodge complaints Faulty product (s) Poor service HOW to make complaints? WHEN to make complaints? WHY making complaints? WHAT to complain? COMPLAINTS OR
- 4. 4.1 Make andlodge complaints Identify the proble m Give specific details Specify action needed How to make and lodge a complaint?
- 5. Here are someexpressions that you can use when making complaints: Making complaints I am not really happy… Sorry to bother you but... I have a complaint to make Excuse me but there is a problem about... I'm afraid I've got a complaint about... I apologize for the inconvenience… I want to complain about... I'm afraid there is a slight problem with... 4.1 Make and lodge complaints
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- 7. Apologize for the problem Ask forthe specifics Provide explanation / suggest a solution How to reply to a complaint? 4.2 Reply to complaints
- 8. Responding to complaints Positiveresponse to complaints: I'm so sorry, but this will never occur / happen again. I'm sorry, we promise never to do the same mistake again. I'm really sorry; we'll do our utmost/best not to do the same mistake again. 4.2 Reply to complaints
- 9. Negative response tocomplaints: Responding to complaints Sorry there is nothing we can do about it. I'm afraid, there isn't much we can do about it. We are sorry but the food is just alright. 4.2 Reply to complaints
- 10. Identify the reasonsfor the complaints Poor quality of goods received/ in damaged condition Improper quantity of goods received Goods arrived late Goods delivered to the wrong place Defective packing Goods differ from samples/ order Extra charge imposed Mistake in bill/ invoice Poor service/ after-sales service Unsatisfactory work accomplishment 4.2 Reply to complaints
- 11. Reply to complaintsin a clear and logical manner 4.2 Reply to complaints https://www.oupjapan.co.jp/teachers/samples/media/Express_CustomerCare_Unit6_p47-55.pdf
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- 14. Event Management I reallyappreciate that you have planned a fantastic wedding reception for us, but there was one thing that I didn’t feel comfortable with. A guest complaint Could you explain a bit more? Well, you see, I was informed that the custom linens can be arranged with our specific requested colours for additional fees and I thought we have agreed to have floor-length violet linen for all dining tables? Oh, yes, now then only I remember. I’m so sorry for that. It was an oversight on our part! It’s alright, but please make sure that we wouldn’t be charged for the additional fees. That’s for sure. Don’t worry, I’ll get back to you immediately.
- 15. SITE MANAGEMENT REPLYING TOCOMPLAINT MAKING COMPLAINT Engineering A routine inspection for all the machinery and equipment at Zone 4, Site 023 was performed last week. A thorough examination for SST 0236 is urgently called for as failures in this kind of equipment can result in significant or even fatal injuries to the users. The centre shall be notified with all the details of the machinery defects soon. In order to fix the fault reported as required, there was a request to extend the inspection.
- 16. Engineering Reporting verbs added observed managedsuggested advised proposed recommended insisted reminded confirmed agreed requested promised analysed examined estimated identified outlined Pointed out revealed reported asserted disregarded supported warned suspected concluded indicated A reporting verb is a word which is used to talk about or report on other people's work. You might need to use these reporting verbs when making a complaint later.
- 17. http://www.businessenglishebook.com/business-english-lessons-activities/business-english-complaints-lesson/ Engineering State your complaint + adjustment Givethe specific details State the outcome that you are seeking