How to handle a complaint - Business English

Today we’re going to show you how  you can handle complaints in English. 

And how you shouldn’t handle them. This is going to be a lesson  

in American English politeness. And British English politeness. 

OK Jay, I’ve got a saying for you: ‘The  customer is always right’. Do you agree? 

Hmm. No, of course not. Customers  are human and they make mistakes. 

In Germany they have a similar saying.  The customer is king. And in Japanese they 

say the customer is God. Yeah, but customers may not have  

understood the contract. And some customers might lie and cheat. 

Well, let’s see what you think. Watch a  telephone call and see who you think was 

in the wrong. 

Yeah? At last, a human being. 

What? I’ve spent half an hour trying to get through your  

automated telephone system. Well, that’s nothing  

to do with me. What do you want? I ordered a sun umbrella from you three weeks ago.  

It hasn’t arrived, but you’ve charged my credit card $120! 

Who are you? Vicki Hollett. 

And you ordered what? A sun umbrella. 

What date was that? 

June 7th and you billed my credit  card on June the fourteenth. …  

Hello? … Hello? Are you still there? 

Yeah, I’m looking it up. OK, we  delivered it on the thirteenth. 

That’s nonsense. Aha! And you signed for it. 

What? No, I didn’t! We’ve got a signature, so you must be lying! 

This is outrageous. I want  to speak to a supervisor! 

We don’t have supervisors  here. We all work in a team. 

Well, I’m telling American  Express not to pay this bill! 

So who was in the wrong there? Well, obviously you!  

You were so rude! I’ll never buy from you again. Well, you were pretty rude too. 

What do you mean? You started complaining right from the start. 

At last, a human being. Well, everyone gets frustrated  

with those automated systems. But it wasn’t my fault. 

And then you didn’t pay  attention and listen to me! 

I ordered a sun umbrella from you three weeks ago. 

Who are you? Vicki Hollett. 

And you ordered what? You see, I’d just told you what the problem was! 

But you were so impatient. I needed  to look it up on the computer. 

Oh, I know. Hello? … Hello? Are you still there? 

If you’d told me you were looking it up,  I wouldn’t have got impatient. I had no 

idea what you were doing. But here’s the thing. We’d delivered that umbrella  

3 weeks ago, so you were in the wrong. 

But I didn’t receive it. Uh-uh. We know you did  

because you signed for it so we have proof. Aha! And you signed for it. 

What? No I didn’t! We’ve got a signature, so you must be lying! 

This is outrageous. I want  to speak to a supervisor! 

We don’t have supervisors  here. We all work in a team. 

That must be a terrible team Or a very supportive one! 

Well I’m not paying for that umbrella. We’ll see. OK, we’re going to look at a  

different call now. This time the conversation goes differently. 

You have to listen carefully  and spot all the differences. 

Sunshine Incorporated. Good morning At last, a human being. 

I’m sorry? 

Well, I’ve just spent half an hour trying  to get through your automated telephone 

system. Oh I’m really  

sorry about that. How can I help you? Well, I ordered a sun umbrella from you  

three weeks ago. It hasn’t arrived, but you’ve charged my credit card $120! 

That’s awful. May I have your name? Vicki Hollett. 

And you ordered a sun  umbrella. What date was that? 

June 7th and you charged my  credit card on the fourteenth. 

OK. Bear with me. I’m just calling it  up on my screen. OK, now this is odd. 

According to our records it was  delivered on the thirteenth. 

Well, I didn’t receive it. That’s strange. It looks like we have  

a signature from, … it looks like Jay something. 

Oh, that’s my husband. He must  have forgotten to tell me. 

So you have received it? Oh, he’s probably put it in the garage!  

I’m so sorry to have troubled you. It’s no problem. If you find it  

hasn’t arrived, just call us back. OK, I will. Thanks for your help! 

You’re very welcome. Is there  anything else I can help you with? 

No that’s it. Thanks very much. Bye. Bye-bye. 

See. The customer isn’t always right. Yeah, but you were a lot nicer to deal with there. 

Did you spot the differences?  Here’s the first one. 

Sunshine Incorporated. Good morning At last, a human being. 

I’m sorry? Well, I’ve just spent half an hour trying  

to get through your automated telephone system. 

Oh I’m really sorry about  that. How can I help you? 

I was more professional there. I  answered with the company name. 

And you apologized for keeping me waiting. Even though it wasn’t my fault.  

‘I’m sorry’ can mean different things. We can say it when we don’t  

hear what someone’s said. Sorry? And we can say ‘sorry’ when we make a mistake,  

but it can also just mean ‘I’m sorry to hear that’. 

But you didn’t actually accept the blame  for me having to wait, but you were 

sympathetic and made me feel  better. And you listened and  

told me what you were doing. 

OK. Bear with me. I’m just calling it up  on my screen. OK, this is odd. According to 

our records it was delivered on the thirteenth. So I felt you were professional again there. 

We started to develop a relationship. Well, yeah. You didn’t accuse me of lying. 

But I didn’t receive it. That’s strange. It’s looks like we have  

a signature from, … it looks like Jay something. 

So you said ‘That’s strange’. And you  sounded a little unsure and tentative. 

Yeah, even though I knew you were wrong.  The customer isn’t always right but 

sometimes you have to pretend they might be. And that made it easier for me to admit  

that I was wrong. I’d buy from you again. Well, thank you. By the way, I have a bridge  

in Brooklyn I’d like to sell you. So to summarize, if you have to  

handle a complaint, be professional. And apologize. Sometimes you can say you’re sorry  

without accepting any blame. And tell people what you’re doing  

if you have to keep them waiting. It’s all about being polite really.  

When you have to tell someone they’re wrong, do it nicely. 

You can say ‘That’s strange’ or ‘That’s  odd’ instead of ‘You’re a liar!’ 

We should make some more videos about  how to be diplomatic in English. They 

could be useful. They’re on my list. We’re going to so  

if you’d like to see them, make sure you’ve subscribed to our channel. 

And if you’ve enjoyed this video,  why not share it with a friend? 

I bet they’d like to see it too. Thanks for watching everyone.  

Bye-bye. Bye now.