English Conversation for Artos Mall Staff

UNIT 7

HANDLING COMPLAIN

Do you remember when the customer is king--when businesses lived by

one simple credo: the customer is always right? These days customer
service is suffering as less qualified individuals fill jobs out of necessity.

Don't believe me? Listen to this gem that happened this week. My wife was
shopping in a local national discount retailer. She purchased several items
but when she got to the car realized that the clerk had not given her the
discounted price of 25% off as was indicated on the yellow stickers on
some of her items.

My wife returned to the store, patiently waited in line again, and when it was
her turn politely explained to the clerk what had happened and simply asked
that her card be credited for the discount that should have been included. To
my wife's surprise the clerk looked at her and said the following:

"No. How do I know you did not just stick these yellow sales stickers on the
items yourself?"

Without missing a beat my wife simply smiled and said "You're right, I'll
return everything. Thank you."

Upon seeing this exchange at least one other customer waiting in line put
down her items, and said audibly so that other customers could hear her "I
don't need to be treated like that " and walked out of the store.

So aside from learning never mess with my wife, she always wins, what can
we take away from this on a customer service level?

How you handle a customer complaint is a critical component in the

longevity of your business. So don't make a mistake that costs your
business its business. Teach all your employees how to handle complaints
like a pro:

1
 English Conversation for Artos Mall Staff

1. Listen and Understand

First, always listen to the customer. They are concerned about an

aspect of your services. Let go of the temptation to respond in any
quick fashion. Take the time to listen and truly understand what is
driving their concern.

2. Empathize

Once you have listened to their concern immediately empathize with

their position to create a bond between you and the customer so that
they know you have heard their concern and are going to work with
them to resolve the issue.

3. Offer a Solution

Offer a solution to their problem. In this regard, always focus on what

you can do as opposed to what you cannot. There is always a
solution. It may not be exactly what they are asking for, but if you
focus on what you can do versus denying them their requested
remedy you have still offered a solution and often merely having
another option is sufficient to remedy the situation.

4. Execute the Solution

Solve their problem be it with their originally requested resolution or

an alternative you have proposed.

5. Follow-Up

Once you have gone through the first four steps, make sure to follow-
up with them to make sure that they are satisfied with the solution and
that you have taken care of their concern.

Source: https://www.inc.com/matthew-
swyers/5-steps-to-handling-a-customer-complaint.html

2
 English Conversation for Artos Mall Staff

Language Focus

Complaints are expressions of "displeasure or annoyance" in

response to an action that is seen by the speaker as unfavorable.

Here are expressions people usually use when complaining:

 I have a complaint to make ...
 Sorry to bother you, but ...
 I'm sorry to say this, but ...
 I'm afraid I've got a complaint about ...
 I'm afraid there is a slight problem with ...
 Excuse me, but there is a problem about ...
 I want to complain about ...
 I'm angry about ...

Positive responses 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.

Negative responses to complaints:

 Sorry, there is nothing we can do about it.
 I'm afraid; there isn't much we can do about it.

DONT FORGET TO:

Attract a customer’s attention

Excuse me, sir/madam.

Apologize
1. I’m sorry _________(for a small problem).
2. I’m sorry /I’m very sorry ________ (for more serious problem).
3. I’m really sorry________ (for a really serious problem).

Ask about problems

1. What seems to be the problem sir/madam? (formal)

3
 English Conversation for Artos Mall Staff

2. What’s the problem, sir/madam?

3. Is there a problem, sir/madam?

Maintain the customer’s confidence

1. I’ll/ we’ll (try to) make you enjoy your coming.
2. I think (hope) you’ll enjoy your trip.

Promise an action.
 I’ll bring one up for you.
 I’ll bring some up for you.
 I’ll send someone up to ............... it at once/ right away/
immediately.
 I’ll have it ….
 I’ll change it for you immediately.
 I’ll tell the manager about that.
 Would you like to ask something else?
 We’ll be happy to be your guide.

Polite refusals
I’m sorry (= I regret) that won’t be accepted.

Express sympathy
I would like to know how you feel, sir/madam.

Suggest other courses of action

Would you like to have another guide?
Perhaps you need to call your friends?
We will place into another trip group.

Insisting about regulations

We have to change the regulations.

4
 English Conversation for Artos Mall Staff

EXAMPLE of HANDLING COMPLAINT

(in restaurant)

A. WAITER/ WAITRESS

Attact customer’s attention, if necessary:

“Excuse me, sir/ madam”
*apologizes
“I’m (very) sorry, (sir/ madam)”
*explains regulation
*makes a helpful suggestion B. CUSTOMER

*agrees
“OK! Fine!” /
“Oh, all right!” /
“Right”

*thanks
“Thank you very much, sir/ madam”
*disagrees
“I think that’s a bit
unreasonable. Why? Oh, I
think that’s nonsense.”

*insist politely
“I’m very sorry, sir/madam, but we
have to observe the regulations. I’m
sure you understand.”

COMPLIMENTS : Expressing THANKS

Thanks.
Thank you very much. Thanks.
Thanks a lot.
Thank you for your help. Thanks a lot.
Thank you for helping me.
Thank you for your assistance.
Thank you for phoning me.
Thank you very much.
Thank you for assisting me. Thank you for ………………………………
Thank you for your kindness. Ving/ Noun
Thank you for your time.
Thank you for listening to me. helping me your help
Thank you for such a warm welcome. assisting me your kindness
Thank you for the ride.

5
 English Conversation for Artos Mall Staff

Thanks for your hospitality.

Thank you for such a nice gift.
Thanks a lot for an inspiring book. (after accepting book as gift)
Thank you for your services
Thank you for helping me to solve the problems.
Thank you for your financial assistance.
Thank you for spending time with me.
Thank you for showing me the way. (after someone show you the direction).
Thank you for showing me such a nice place

Expressing Compliment.
Nice way to express further compliments.
(You may use the following sentences after expressing thanks.)

You are such a nice boy. You’ve ………........ me ………………….

You are such a nice girl. V3 N
You are my best friend.
You’ve given me great help. helped
You are such a wonderful person. given so much help
You’ve given me so much help. shown a great temple
You’ve shown me great kindness.
You’ve helped me during my vacation.
You are such a ……………………….
You’ve helped me a lot.
ex: such a nice boy
You’ve spent much of your time with me. such a wonderful person
You are a great guide. I like you.
You are a great guest.
You are a great friend. You are ……………….
ex: my best friend
You’ve helped me a lot during my difficult situation. a great guide
You’ve shown me the way to solve my difficult problems.

 Thanks a lot. You’ve given me a great service. 

6
 English Conversation for Artos Mall Staff

UNIT 8

ENRICHMENT

A. Telephoning

ACTIVITY 1
Conversation 1
Michelle : Hello, you’ve reached the marketing department. How
can I help?
Male : Yes, can I speak to Rosalind Wilson, please?
Michelle : Who’s calling, please?
Male : It’s Richard Davies here.
Michelle : Certainly. Please hold and I’ll just put you through.
Male : Thank you.
Michelle : Hello, marketing. How can I help?
Male : Could I speak to Jason Roberts, please?
Michelle : Certainly. Who shall I say is calling?
Male : My name’s Mike Andrews.
Michelle : Just a second - I’ll see if he’s in. Hello, Jason, I’ve got
Mike Andrews on the phone for you … Okay - I’ll put him
through. Hang on a moment, I’m just putting you
through.

Conversation 2
Claire : Hello, finance department.
Female : Hello, can I speak to Adrian Hopwood, please?
Claire : I’m afraid he’s in a meeting at the moment. Can I help?

7
 English Conversation for Artos Mall Staff

Female : No I need to talk to Mr. Hopwood, I think. What time will

he be out of the meeting?
Claire : In about an hour. Can you call back later?
Female : Okay, I’ll do that.
Claire : Or can I take a message?
Female : Actually, would you mind? Could you tell him
that Jennifer Mc Andrews called and that I’m in the office
all day if he could call me back.
Claire : Can I take your number, please?
Female : Yes, it’s 5556872.
Claire : 5556872. Okay, I’ll make sure he gets the message.
Female : Thanks very much for your help, bye!

Useful Expressions :
Connecting Message
How can I help? I’m afraid he’s in a meeting
Can I speak to …, please? Can you call back later?
Who’s calling, please? Can I take a message?
Please hold Could you tell him that…
I’ll just put you through Can I take your number, please?
Could I speak to……please? OK, I’ll make sure he gets the
Who shall I say is calling? message
Just a second
I’ll see if he’s in
I’ve got ……..on the phone for
you
Hang on a moment

8
 English Conversation for Artos Mall Staff

ACTIVITY 3
RESERVATION
Useful Expressions
 May I help you?
 …. (the event/performance)…. will be held on/every………
 What performance date/day/time do you prefer?
 It costs……….
 Which one do you want?
 Would you like to book the tickets now?
 How many tickets do you need?
 How do you want to pay the tickets?
 Anything else I can help you with?
 If you want more information, don’t hesitate to call again.

B. ANNOUNCEMENT

Let’s sing together…!!

Join singing competition on Saturday, November 27th

2018, at 7 pm, at Artos Mall  What is it?

Category for adult:  What information can you get

 Pop from the picture?
 Dangdut

Registration:
 On Monday – Wednesday, November 22nd – 24th
2018, at 8-12 am, at Artos Mall
 Bring your ID Card

FREE of charge!

ACTIVITY 1

What is announcement?

Announcement is something that someone says officially or giving

information about something.

9
 English Conversation for Artos Mall Staff

IMPORTANT !!!

You have to put clear information

in your announcement and
do not give ambiguity information.

What should be included to make an announcement?

 The name of event

 Day, Date
 Time
 Place
 How to know further information

Example 1

Announcement
This Thursday, 17th of August is the Independence Day.

Don’t miss The Traditional Musical Instrument Festival! The festival

begins at 9 am. It will be held at Atrium Artos Mall Don’t miss it! Full of
prizes!

For further information, please call

Yoyo (0819557616) or Yiyi (0857344628)

10