6 Minute Business English ’13 – Customer complaints

Feifei: Hello! I’m Feifei and this is 6 Minute English, with me is Neil. How are you Neil?

Neil: Ah… tell you what, I’m going to write a very strong letter to the train company – it took 4 hours to get to work today.

Feifei: I know, it took me ages yesterday as well.

Neil: Well, it’s a good thing we’re looking at complaining in today’s programme! Whether you’re making a complaint or you’re dealing with an unhappy customer, we’ll be looking at useful language and also some dos and don’ts, but first I have a question for you Feifei –

Feifei: Go on then…

Neil: What do you think more people complain about? Is it transport or shopping?

Feifei: Based on what we just talked about, I’d go for transport.

Neil: Well, according to the UK website HowtoComplain.com, almost 17% of customer complaints in the UK are about transport and travel, compared with the shopping and retail sector which receives about 25% of complaints. So Feifei you were absolutely wrong about that one, I’m afraid.

Feifei: That can’t be true!

Neil: Now, if you want to complain about something in English, it always helps to know the right thing to say. And if I’m not mistaken –

Neil/ FF: It’s Business Betty!

BB: Hello!

Feifei: Hello Business Betty, can you give us some tips on complaining in English?
BB: Of course! Whether you’re complaining or dealing with a complaint, it’s important to be polite, calm and clear. Let’s look at the customer’s complaint first. Imagine you own a clothes shop and you’re unhappy about some t-shirts you’ve just bought. You’re talking to the supplier about it. First of all, be clear that you have a complaint. Say “I’m afraid I’ve got a complaint.”

Feifei: I’m afraid I’ve got a complaint.

BB: Or you can say “Actually, there’s a problem.”

Feifei: Actually, there’s a problem.

BB: Well done Feifei. Next, state exactly what the problem is. What’s the problem, Feifei?

Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.

BB: Next, say how you want the problem to be fixed.

Feifei: Can you get the right ones over to us by the end of the week?

BB: Good! Try saying that one another way:

Feifei: Look, I really need the blue t-shirts as soon as possible.

BB: Well done Feifei. And remember to be polite!

Feifei: I will. Thanks for your help, Betty.

BB: You’re welcome.

Feifei: Neil, I feel a role-play coming on.

Neil: So do I. Of course, today it’s my turn to be the boss.

Feifei: But I’m afraid there isn’t a boss in this role-play…

Neil: Awwwww….typical!

Feifei: But you can be the customer service representative if you like. I’m a client who isn’t happy with your company’s service, and you have to deal with my complaint. Okay?

Neil: OK I think I’ll be good at that. Shall we start?

Feifei: Let’s go!

Role-play

Feifei: Ring ring, ring ring…

Neil: Hello?

Feifei: Good morning, my name is Feifei from Feifei’s Fashions and I’m afraid I’ve got a complaint.

Neil: Oh yeah? You are not the only one.

Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.

Neil: Oh yeah? It happens all the time, that’s life eh…

Feifei: Look, I really need the blue t-shirts as soon as possible.

Neil: Hmm yeah, OK I’ll tell someone, alright? Bye!

Feifei: Err, just a minute – Hello? Hello!

Neil: Ooh that was good. How was it for you?

Feifei: Hmmm… well, I think we need to ask Business Betty for some feedback.

Neil: OK – Business Betty, how did we do??

BB: Well. Feifei – you were great and you did everything I told you. But Neil: we need to work on your customer service skills. When a customer has a complaint, take it seriously! Find out what the problem is:

Neil: I see, what exactly is the problem?

BB: If there is a problem, apologise.

Neil: I’m so sorry about that.

BB: Investigate the problem.

Neil: Let me check your order.

BB: Say what you’re doing to solve the problem.

Neil: I’ll get the correct order sent to you by the end of today.

BB: And be polite!

Neil: Thanks for calling.

BB: So, Neil, do you think that will help?

Neil: I think that should do nicely. Thanks Betty.

BB: You’re welcome. And if there’s nothing else, I’ll be leaving now. Bye!

Neil / FF: Bye!

Neil: Shall we have another go at the role-play?

Feifei: I think we, or should I say you, need to.

Role-play

Feifei: Ring ring, ring ring…

Neil: Hello?

Feifei: Good morning, I’m calling from Feifei’s fashions and I’m afraid I’ve got a complaint.

Neil: I see, what exactly is the problem?

Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.

Neil: I’m so sorry about that. Let me check your order.

Feifei: Look, I need the blue t-shirts as soon as possible.

Neil: Yes of course, I’ll get the correct order sent to you by the end of today.

Feifei: Thanks for your help.

Neil: Thank you for calling.

Neil: And that’s the end of today’s role-play!

Feifei: That was better: I think I even believe you might send me the right t-shirts this time.

Neil: Of course I will. Anyway, it wasn’t my fault, somebody else sent the wrong

t-shirts, I never ever get anything wrong, you know that…

Feifei: That’s it for today Neil! But we’ll be back soon, and we hope you don’t feel like complaining about that! Join us again for more 6 Minute English! Bye!

Neil: Stop your moaning, bye!