Page 22 - Business English 2_revised 2018

Complete the sentences with the suitable words above.

1. My new fridge broke, but I have a 6-months _______________ on it, so the shop will take it back.

2. It‟s so dissapointing that the product I ordered is _______________.

3. Is it possible to _________________ this item in different size?

4. What‟s your store‟s ______________________ for electronics?

5. I have a ____________________ of $50 with Myers because I took that blue dress back last week.

6. I would like a ___________, please. This pizza was already half eaten when I opened the box.

E. USEFUL EXPRESSIONS

Making complaints
- 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‟d like to complain about...
Handling complaints
1. Showing attention to listen
- Uh-huh
- Mhm
- I understand…
- Yes, I see…
2. Getting the details/clarification of the problem
- Could you tell me a little more about why/how/what happened…?
- Could you clarify what you mean when you say…?
- Can you tell me exactly what happened…?
- I‟d like to summarize the situation to make sure I understand everything correctly.
3. Apologizing
- I do apologize, but this will never happen again.
- I'm sorry, we promise never to make the same mistake again.
- I'm really sorry; we'll do our utmost/best not to do the same mistake again.
- I‟m really sorry to hear that. I understand how difficult/frustrating/disappointing
that would be.
- I sincerely apologize. The company would like to repair the damage (or resolve
the situation).
- I apologize for the inconvenience/the problem.

Page 19 | Business English 2 - Department of Management UMY