This document is an English lesson about dealing with customer complaints. It discusses addressing complaints, listening to customers, following up, and solving problems. It includes dialogues between customers and business representatives. The dialogues demonstrate apologizing for issues, investigating problems, and offering solutions or compensation. The lesson emphasizes the importance of good customer service and following up with customers until their complaints are resolved.

1. SkimaTalk Official Course
Business English for Intermediate Learners
Lesson 23 : Dealing with Customer Complaints

2. 2
Today’s Topics
1. Addressing/Listening to the Complaint
2. Following up and Solving the Problem

3. 3
Exercise 1: Dialogue Practice
Dialogue: At a Mobile Phone Company
A
Sir, I’m the manager of this branch and I understand that you
recently had a bad experience. Please tell me what happened.
B
Yes, I’m very upset about my bill. I was overcharged for last month’s
service. When I spoke to your employees, they were not helpful at
all.
A
I apologize for the trouble this has caused you. I will do my best to
assist you with this issue. May I ask you some questions so that I
can better understand your experience?
B Yes, that would be fine.
A
Great, thank you for taking the time to speak with me about this. I
am going to look into the problem and get back to you shortly.
B OK. Please update me as soon as possible.
Read the dialogue with your teacher. Student: A / Teacher: B

4. 4
Change the words in [brackets] and
read each sentence.
Practice
1
I apologize for [the bad experience that
you had].
2
Thank you for taking the time to [tell me
about this issue].
3
I’m going to look into the [situation] and
get back to you [as soon as possible].
Pronounce the phrases.
Useful Phrases
1 I apologize for ~
2 Thank you for taking the time to ~
3
I’m going to look into the ~ and get back to
you ~
Exercise 2: Phrase Practice

5. 5
Exercise 3: Discussion
Ask and answer questions about today’s topic.
• Have you ever worked in customer service? If so, what was your
experience like? If not, would you like to work in customer service
in the future? Why or why not?
• Have you ever had to complain about a service or product? What
was the experience like? If not, what would you do in this type of
situation?

6. 6
Today’s Topics
1. Addressing/Listening to the Complaint
2. Following up and Solving the Problem

7. 7
Exercise 4: Dialogue Practice
Dialogue: At a Restaurant
Read the dialogue with your teacher. Student: A / Teacher: B
A
Hello Mr. Allen, I want to thank you again for contacting me
about your bad experience. I appreciate you taking the time
to tell me what happened. I want to assure you that this will
not happen again in the future.
B Thank you for following up with me so quickly.
A
We are very dedicated to our customers. I’ve looked into this
issue, and would like to offer you a free meal. How does that
sound?
B Yes, that would be acceptable.
A
Great. I’d like to apologize again for this situation. We
appreciate your business and hope to see you again.
B Thank you.

8. 8
Change the words in [brackets] and
read each sentence.
Practice
1
I appreciate you taking the time to [talk
to me about this situation].
2
I want to assure you that [this will not
happen again].
3
We are very dedicated to [providing good
service for our clients]. I’ve looked into
this issue and would like to [offer you the
following solution].
Pronounce the phrases.
Useful Phrases
1
I appreciate you taking the time
to ~
2 I want to assure you that ~
3
We are very dedicated to ~. I’ve looked
into this issue and would like to ~
Exercise 5: Phrase Practice

9. 9
Exercise 6: Discussion
Ask and answer questions about today’s topic.
• What steps can you take to follow up with a customer’s complaint?
How long should you wait before you follow up with a customer?
• If you had a complaint in the past with a company, did they do a good
job of following up with you and solving the problem?
• How important is good customer service to you?

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End of Lesson
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