Lesson 6 of 6
Making Complaints and Solving Problems
Complain firmly but politely and get the result you want.
When something goes wrong, such as a wrong order, a billing error or bad service, Americans expect you to say so calmly and clearly. Angry complaints usually get worse results. The best approach is polite, specific and focused on a solution.
LearnThe key ideas
The complaint formula
| Step | Example |
|---|---|
| Polite opener | Hi, I'm hoping you can help me with something. |
| Explain the problem clearly | I ordered the vegetarian pasta, but this has chicken in it. |
| State the impact (optional) | I don't eat meat, so I can't eat this. |
| Ask for a solution | Could I get it remade, please? |
| Thank them | Thanks so much, I appreciate it. |
Escalating politely
If the first answer doesn't solve it: "I understand, but this is the third time this has happened." "Is there someone else I could speak to?" "Could I speak to a manager, please?"
Stay calm and specific: dates, order numbers and amounts.
ListenListen and repeat
- I think there's a mistake on my bill.Soft opener for an error.
- I was charged twice for the same order.A specific problem.
- What can you do to fix this?Asking for a solution.
- Could I speak to a manager, please?Polite escalation.
AvoidCommon mistakes
SpeakShadowing practice
Press Listen, then repeat straight away, copying the speed, rhythm and tone. Say each sentence three times, then record yourself.
- Hi, I'm hoping you can help. I was charged twice for my order.
- I understand, but this is the second time it's happened.
- Could you issue a refund for the extra charge? Thanks, I really appreciate it.
CheckQuick quiz
1. Best complaint opener:
2. What makes a complaint effective?
3. Polite escalation:
PracticeToday's speaking task
Write and say a complaint for a real or imagined problem (a wrong delivery, an overcharge) using all five steps.