Service Industry English/
Dealing with Irate Customer Calls

Dealing with Irate Customer Calls

Total: 28 words

I'm so sorry (about that). / I'm really sorry (about that).

phrase

a polite response over the phone after a customer has expressed anger or frustration about a problem

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I'm so sorry to hear that. / I'm terribly sorry to hear that.

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a polite response over the phone to a customer who has expressed anger or frustration about an issue

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I'm (so) sorry for the inconvenience. / I apologize for the inconvenience.

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an apology given over the phone to a customer who has expressed anger or frustration about a problem, often said when the customer is very angry at the company

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I understand your frustration. / I understand that is frustrating (for you).

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a polite and sympathetic response over the phone after a customer has expressed anger or frustration about a problem

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I understand... / I completely/definitely understand...

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a polite and sympathetic response over the phone after a customer has expressed anger or frustration about an unpleasant experience, usually said to pacify an angry customer

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Let me...

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used to say during a customer call that you are finding solutions to the customer's problem

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I promise you that... / Rest assured that...

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said over the phone to assure the customer that you are finding solutions to the issue

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I'm doing my best to... / I'm trying my best to...

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said during a customer call to assure the customer that you are working hard to find solutions to the issue

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Please calm down. / ...if you just calm down.

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said to get the customer to calm down as you try to solve the problem during the call

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As much as I'd love to...

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used during a call to explain the limitations of your efforts to help the customer

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I sincerely apologize for the inconvenience caused.

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used to genuinely express regret for an unfortunate or uncomfortable situation that a customer has experienced

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Let me investigate the issue and work towards finding a resolution.

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used to inform the customer that you will look deeper into the problem in order to understand it better and find an effective solution

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Thank you for bringing this matter to my attention.

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a way to express gratitude to the customer for reporting a problem or issue

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I assure you that we take customer concerns seriously.

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used to reassure the customer that their complaints or concerns are not being taken lightly

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I will personally ensure that this is addressed promptly.

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said when you will personally take charge of ensuring that the customer's problem is addressed and solved as quickly as possible

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I apologize for the misunderstanding or miscommunication.

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used express regret over the breakdown in communication, causing the customer's dissatisfaction

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Let's work together to find a solution that meets your expectations and resolve the issues.

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a proposal to collaborate with the customer in identifying a suitable resolution to their complaint

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I will do everything in my power to make it right and restore your confidence in our company/product/service.

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used to establish your commitment to correct the issue and ensure the customer's faith in the hotel is reestablished

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I appreciate your feedback...

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used to acknowledge that you value the customer's opinions and comments

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Please allow me to escalate this matter to the appropriate department for further investigation and resolution.

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used when you need to involve a different department or a manager in resolving the customer's complaint

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We value your feedback...

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used to express to the customer that their comments, opinions, and concerns are important and appreciated

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I will take immediate steps to rectify the situation and ensure it doesn't happen again.

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used to emphasize that you will correct the problem and take necessary measures to prevent a similar issue in the future

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I'm committed to resolving this issue for you.

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a pledge to the customer that you are dedicated to finding a solution to their problem

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Please bear with me as I gather the necessary information to address your concerns.

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said to ask the customer to patiently wait as you collect the needed details to effectively handle their complaint

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I am truly sorry for the inconvenience you've experienced.

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used to express sincere regret for the trouble the customer has faced due to an issue with the hotel's service or facilities

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Your satisfaction is important to us...

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used to let the customer know that their contentment and happiness with the hotel's services are a top priority

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I will work diligently to rectify the situation and provide a satisfactory resolution.

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a way to say you will exert effort and care in correcting the problem the customer is facing

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We appreciate your patience and understanding as we correct the issue and make it right for you.

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an expression of gratitude towards the customer for their patience during the entire process of resolving the issue

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