Page 36 - Business-12

Unit17

Settle Complaints

Park: I understand that and I can’t blame them. I suppose you’ve tried your best to explain the
situation to them.
Come: Well, we’ve certainly tried, but some of our customers have had to rely on manual handling
in order to be on time for seasonal demands. This has been a very grueling task for them. This
is the first time that we have ever resorted to that. We hope that we won’t do so again in the
future. We need to anticipate scenarios like these.
Park: I would like to express my sorrow that such actions have been necessary. Yes, we will do our
best to avoid such situations in the future.
Come: Our clients were complaining that this event would mean higher labor costs for them. While
no one has come up with any actual figures yet, we are afraid that some of them are going to
start demanding for discounts. Now we don’t want this claim problem to get any worse. All of
these customers are important to us, and we would ask you to settle this issue as fairly as pos-
sible.
Park: Yes, I will see to that. In the meantime, please make sure that we do not make this matter
worse, Mr. Come.

1. How do you make complaints work for you?

Sample answer:
We handle complaints objectively. We put ourselves in the shoes of the customers. We look at
complaints as rooms for improvements.

2. How do you deal with stress brought by complaints?

Sample answer:
We try to be as cool as possible, but these can also affect us. We take breaks, as usual. We also
unwind after work, if we can.

3. Are you one to complain about a poor service or low product quality?

Sample answer:
Yes, I complain if there’s something worth complaining about. Of course, I do it in polite man-
ner. I believe that one can still be polite even when complaining.

36