Service Industry English/
Handling Customer Problems and Complaints

Handling Customer Problems and Complaints

Total: 39 words

What seems to be the problem?

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a polite way of asking a guest or customer what they are having trouble with

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I'm afraid we can't... / I'm afraid we're not going to be able to...

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a polite way to refuse a customer's demand or request

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There's been a mistake. / There seems to be a mistake.

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said when there is a misunderstanding between the customer and the salesperson

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Sorry, we're all sold out.

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used to tell a customer that an item is no longer available for sale

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I'm afraid we're out of...

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used to tell a customer that an item is no longer in stock

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We don't sell...

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used to tell a customer that an item they're looking for is not sold at the store

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I have just the thing... / I know (exactly) what you're looking for.

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used to tell a customer that you have the item they're looking for

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Can I speak to your manager? / Let me speak to the manager.

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said by a customer who demands to see the boss in the retail store, usually because of an unpleasant experience

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I regret that purchase.

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said by a customer when they are not satisfied with their purchase

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There’s a problem with... / There's something wrong with...

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said by a customer when they encounter an issue during or after their purchase

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Can I have a refund?

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said by a customer when they want their money back, usually because they have paid too much or because they are not satisfied with their purchase

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Would you like a refund?

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a way to offer to return the money to a customer, for example, because they have paid too much or because they have returned their purchase

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I can honor the discount until...

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used to tell a customer that a certain discount can be applied until a specific date or under certain conditions

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May I review your cancellation policies?

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a polite way a customer might ask to see or hear about the store's policies on cancelling orders or services

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I'm not satisfied with the service/product. What can be done about it?

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a phrase a customer might use to express their dissatisfaction with the product or service they received and their desire for a resolution or compensation of some sort

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I apologize for any inconvenience this may have caused. / I apologize for this mistake.

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used to express regret for any problems or errors that have occurred

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Let me see how I can resolve this issue for you.

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used to reassure the customer that you are working on finding a solution to the problem or issue

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This item is damaged/defective.

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said by a customer to inform a store employee that the product they received is broken or not functioning as it should

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I'm sorry for the inconvenience.

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a polite way to apologize to a customer when something has gone wrong, such as a delay, a mix-up, or a problem with a product or service

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We will replace the item for you or provide a refund.

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used to offer the customer a solution when they have bought a faulty product

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We will fix it right away and ensure you receive the correct item/order.

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a polite way to assure a customer who received a wrong item that the mistake will be corrected promptly

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The service was extremely slow.

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used by a customer to complain about a delay in service

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We will address this issue and ensure faster service in the future/on your next visit.

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used to respond to a customer complaint about slow service

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I received poor customer service from a staff member.

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used by a customer to express dissatisfaction with the way they were treated by an employee

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I'm sorry to hear that.

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used to express sympathy when a customer shares a complaint or negative experience

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We take customer service seriously...

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used to assure a dissatisfied customer that the company prioritizes good customer service

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I will address this matter with the staff member involved.

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used by a store or hotel manager to assure a customer that a complaint about a particular staff member's behavior or service will be directly dealt with

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Let me see if we can find a suitable solution.

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a polite way to reassure the customer that their complaint or problem is being addressed

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I was treated rudely by a staff member.

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said by a customer to complain about a negative experience with an employee

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I'm sorry for the behavior exhibited by our staff.

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used by a store or hotel manager to apologize to a customer who has had an unpleasant experience with an employee

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We will investigate the matter and take appropriate action.

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used to assure a customer that their complaint will be taken seriously

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I lost an item during my stay.

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said by a customer to report that they have misplaced or lost an item while staying at a hotel

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Let me assist you in locating the lost item or provide any necessary support.

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used to offer help to a customer who has lost something

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I'm not satisfied with the quality of the service/product.

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said by a customer to express their dissatisfaction with either the service they received or the product they bought

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Please let us know how we can make it right or offer an alternative.

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used to ask the customer for suggestions on how to rectify a situation or to provide an alternative solution that could satisfy them

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The facilities are not well-maintained.

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said by a customer to complain about the condition of the physical facilities in a hotel, store, or restaurant

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We will promptly address any maintenance issue to ensure a better experience for you.

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said to assure a customer that any reported issues with the physical facilities will be fixed as quickly as possible

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I would like to file a formal complaint.

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said by a customer when they want to officially report their dissatisfaction with a service or product

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Please provide us with the details and we will handle your complaint accordingly.

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used to ask a customer to provide more specific information about their complaint so that it can be dealt with accordingly

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