Intermediate Business English Lesson 23
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This document is an English lesson about dealing with customer complaints. It discusses addressing complaints, listening to customers, following up, and solving problems. It includes dialogues between customers and business representatives. The dialogues demonstrate apologizing for issues, investigating problems, and offering solutions or compensation. The lesson emphasizes the importance of good customer service and following up with customers until their complaints are resolved.
![4
Change the words in [brackets] and
read each sentence.
Practice
1
I apologize for [the bad experience that
you had].
2
Thank you for taking the time to [tell me
about this issue].
3
I¡¯m going to look into the [situation] and
get back to you [as soon as possible].
Pronounce the phrases.
Useful Phrases
1 I apologize for ~
2 Thank you for taking the time to ~
3
I¡¯m going to look into the ~ and get back to
you ~
Exercise 2: Phrase Practice](https://image.slidesharecdn.com/intermediatebusinessenglishlesson23-160411120606/85/Intermediate-Business-English-Lesson-23-4-320.jpg)
![8
Change the words in [brackets] and
read each sentence.
Practice
1
I appreciate you taking the time to [talk
to me about this situation].
2
I want to assure you that [this will not
happen again].
3
We are very dedicated to [providing good
service for our clients]. I¡¯ve looked into
this issue and would like to [offer you the
following solution].
Pronounce the phrases.
Useful Phrases
1
I appreciate you taking the time
to ~
2 I want to assure you that ~
3
We are very dedicated to ~. I¡¯ve looked
into this issue and would like to ~
Exercise 5: Phrase Practice](https://image.slidesharecdn.com/intermediatebusinessenglishlesson23-160411120606/85/Intermediate-Business-English-Lesson-23-8-320.jpg)
Intermediate Business English Lesson 23
- 2. 2 Today¡¯s Topics 1. Addressing/Listening to the Complaint 2. Following up and Solving the Problem
- 3. 3 Exercise 1: Dialogue Practice Dialogue: At a Mobile Phone Company A Sir, I¡¯m the manager of this branch and I understand that you recently had a bad experience. Please tell me what happened. B Yes, I¡¯m very upset about my bill. I was overcharged for last month¡¯s service. When I spoke to your employees, they were not helpful at all. A I apologize for the trouble this has caused you. I will do my best to assist you with this issue. May I ask you some questions so that I can better understand your experience? B Yes, that would be fine. A Great, thank you for taking the time to speak with me about this. I am going to look into the problem and get back to you shortly. B OK. Please update me as soon as possible. Read the dialogue with your teacher. Student: A / Teacher: B
- 4. 4 Change the words in [brackets] and read each sentence. Practice 1 I apologize for [the bad experience that you had]. 2 Thank you for taking the time to [tell me about this issue]. 3 I¡¯m going to look into the [situation] and get back to you [as soon as possible]. Pronounce the phrases. Useful Phrases 1 I apologize for ~ 2 Thank you for taking the time to ~ 3 I¡¯m going to look into the ~ and get back to you ~ Exercise 2: Phrase Practice
- 6. 6 Today¡¯s Topics 1. Addressing/Listening to the Complaint 2. Following up and Solving the Problem
- 7. 7 Exercise 4: Dialogue Practice Dialogue: At a Restaurant Read the dialogue with your teacher. Student: A / Teacher: B A Hello Mr. Allen, I want to thank you again for contacting me about your bad experience. I appreciate you taking the time to tell me what happened. I want to assure you that this will not happen again in the future. B Thank you for following up with me so quickly. A We are very dedicated to our customers. I¡¯ve looked into this issue, and would like to offer you a free meal. How does that sound? B Yes, that would be acceptable. A Great. I¡¯d like to apologize again for this situation. We appreciate your business and hope to see you again. B Thank you.
- 8. 8 Change the words in [brackets] and read each sentence. Practice 1 I appreciate you taking the time to [talk to me about this situation]. 2 I want to assure you that [this will not happen again]. 3 We are very dedicated to [providing good service for our clients]. I¡¯ve looked into this issue and would like to [offer you the following solution]. Pronounce the phrases. Useful Phrases 1 I appreciate you taking the time to ~ 2 I want to assure you that ~ 3 We are very dedicated to ~. I¡¯ve looked into this issue and would like to ~ Exercise 5: Phrase Practice
- 9. 9 Exercise 6: Discussion Ask and answer questions about today¡¯s topic. ? What steps can you take to follow up with a customer¡¯s complaint? How long should you wait before you follow up with a customer? ? If you had a complaint in the past with a company, did they do a good job of following up with you and solving the problem? ? How important is good customer service to you?