Listening and Speaking 1 Dealing with Business Problems

Instructor: Joe Milan Jr.

1.) Starting a Message
Hello this is _____ from _________ returning your call (from earlier.)

2.) Apologizing and Restating the problem
First, Id like to say (we are/Im) very sorry about (SPECIFIC PROBLEM NOT
PROBLEM)

Were very sorry about the problem with your (GENERAL PROBLEM)


3.) Giving reasons
Im afraid that because (COMPANY PROBLEM) , (CUSTOMERS PROBLEM)

It seems that because (COMPANY PROBLEM), (CUSTOMERS PROBLEM)

I believe there was a problem with (COMPANY PROBLEM), so (CUSTOMERS PROBLEM)

4.) Solutions
We are going to..... (send someone to fix it and......)
(send you a refund......)

Because this is our mistake, we will.....

5.) Final apology

Once again, (we are/ I am) very sorry for any inconvenience this has caused you.

Once again, our apologies and feel free to call us again if the problem is not resolved.

Practice
With a partner take turns being a customer calling about a problem below and the
company worker returning the call.

Product made me ill Roof is leaking No water
No power Car exploded Didnt receive package
The product is damaged Charged too much on CC Product didnt work