3.3 Dealing with verbal complaints about a product or service

Question 1

I’m … a note on these points

Answer 1

making

Question 2

I`ll call you …

Answer 2

back

Question 3

I’ll sort

Answer 3

it out for you

Question 4

It’s not at all

Answer 4

what I wanted

Question 5

I can assure you that …

Answer 5

i can promise you that

Question 6

We’ll report back to you.

Answer 6

We’ll update you on the situation.

Question 7

We’re confident that …

Answer 7

We’re certain that …

Question 8

I’ll pass on your suggestions.

Answer 8

I’ll tell the manager your ideas.

Question 9

I am not … the hotel you recommended and booked for me.

Answer 9

pleased with

Question 10

it’s very important to make the customer feel understood, to apologise for … problems they are experiencing and to promise to take action to help the situation. This will help the customer feel … and make sure they remain loyal to the company!

Answer 10

whatever

valued

Question 11

Here are the … from our meeting about your call with Mr Kovalev. There are three main points of feedback:

Answer 11

notes

Question 12

But I can assure you that we’ll have more people working on our night shift … of December at the …, that is to say in two months’ time.

Answer 12

by the end

latest

Question 13

I’ve made a … to contact you next year to make sure that things have improved.

Answer 13

note