Complaints

Dossier Tcnico Pedaggico
Projecto: 5742/2008/22
Aco: 5742/2008/22-341023-7-1
rea de Formao: 341. Comrcio
Itinerrio de Formao: 34101. Prticas Tcnico - Comerciais
Referencial de Formao: 341023 - Empregado/a Comercial
Nvel de Formao: 2
Modalidade de Formao: EFA NB
Local de Formao: Caldas da Rainha
Recurso Didctico
Formador[a] Ins Carreira

NIPC 503 807 141 | Correio Electrnico info@megaexpansao.pt | www.megaexpansao.pt | Telefone 262 836 204 | Telefax 262 844 223
UFCD / UC Lngua Inglesa Atendimento no Ps-Venda
Data Dezembro 2009

Contextualizao / Objectivos Consolidar e alargar o vocabulrio
relacionado com o Atendimento
Orientao Pedaggica
CUSTOMER SERVICE
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as
many new customers as you want, but unless you can get some of those customers to come back, your business
wont be profitable for long.
Good customer service is all about bringing customers back. And about sending them away happy happy
enough to pass positive feedback about your business along to others, who may then try the product or service
you offer for themselves and in their turn become repeat customers.
If youre a good salesperson, you can sell anything to anyone once. But it will be your approach to customer
service that determines whether or not youll ever be able to sell that person anything else. The essence of
good customer service is forming a relationship with customers a relationship that that individual customer
feels that he would like to pursue.
How do you go about forming such a relationship? By remembering the one true secret of good customer
service and acting accordingly; You will be judged by what you do, not what you say.
iF you truly want to have good customer service, all you have to do is ensure that your business consistently
does these things:
1) Answer your phone.
Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking
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up the phone when someone calls your business.

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2) Dont make promises unless you WILL keep them.
Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say,
Your new bedroom furniture will be delivered on Tuesday, make sure it is delivered on Tuesday. Otherwise,
dont say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise
because nothing annoys customers more than a broken one.
3) Listen to your customers.
Is there anything more exasperating than telling someone what you want
or what your problem is and then discovering that that person hasnt
been paying attention and needs to have it explained again?
4) Deal with complaints.
No one likes hearing complaints, and many of us have developed a

reflex shrug, saying, You cant please all the people all the time.
Maybe not, but if you give the complaint your attention, you may be able to please this one person this one
time - and position your business to reap the benefits of good customer service.
5) Be helpful - even if theres no immediate profit in it.
The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my
watch band together. When I explained the problem, the proprietor said that he thought he might have one
lying around. He found it, attached it to my watch band and charged me nothing! Where do you think Ill go
when I need a new watch band or even a new watch? And how many people do you think Ive told this story
to?
6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable.
Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isnt)
regularly. Most importantly, give every member of your staff enough information and power to make those
small customer-pleasing decisions, so he never has to say, I dont know, but so-and-so will be back at...
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7) Take the extra step.
For instance, if someone walks into your store and asks you to help them find something, dont just say, Its in
Aisle 3. Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs.
Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so
to you, but people notice when people make an extra effort and will tell other people.
8) Throw in something extra.
Whether its a coupon for a future discount, additional information on how to use the product, or a genuine
smile, people love to get more than they thought they were getting. And dont think that a gesture has to be
large to be effective.
If you apply these eight simple rules consistently, your business will become known for its good customer service.
And the best part? The irony of good customer service is that over time it will bring in more new customers than
promotions and price slashing ever did!
Unfortunately, mistakes sometimes happen. When this is the case, customer service representatives need to
handle consumers' complaints. It's also important for customer service reps to gather information to help resolve
the problem. The following short dialog provides some helpful phrases to deal with complaints:
Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not
satisfied with my new computer. I'm having a lot of problems.
Customer Care Representative: What seems to be the problem?
Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my
word-processing software.
Customer Care Representative: Did you read the instructions that came with the computer?
Customer: Well, yes. But the troubleshooting section was no help.

Customer Care Representative: What happened exactly?
Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.
Customer Care Representative: How were you using the computer when you tried to connect to the Internet?
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Customer: I was trying to connect to the Internet! What kind of question is that?!
Customer Care Representative: I understand you're upset, sir. I'm just trying to understand the problem. I'm
afraid it's not our policy to replace computers because of glitches.
Customer: I bought this computer with the software pre-loaded. I haven't touched anything.
Customer Care Representative: Were sorry that youve had a problem with this computer. Could you bring in
your computer? I promise you we'll check the settings and get back to you immediately.
Customer: OK, that will work for me.

Customer Care Representative: Is there anything else I need to know about this that I havent thought to ask?
Customer: No, I'd just like to be able to use my computer to connect to the Internet.
Customer Care Representative: We'll do our best to get your computer working as soon as possible.
Key Vocabulary
customer service representatives (reps)

gather information
resolve the problem
deal with complaints
not our policy
troubleshoot
glitch
Key Phrases
What seems to be the problem?

What happened exactly?
I'm afraid it's not our policy to ...
I promise you I'll ...
Did you read the instructions that came with the...?
How were you using the...?
I understand you're upset, sir.
I'm just trying to understand the problem.
Were sorry that youve had a problem with this product.
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Is there anything else I need to know about this that I havent thought to ask?
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OUT OF STOCK
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ROLE PLAY 1
CUSTOMER ASSISTANT/ MANAGER
One of your Soundblaster computer speakers has There is only one Soundblaster computer speaker left.
broken. You go into Dickinsons, and youre in luck! However, you can only sell them in pairs. The price
There is one computer speaker left on the shelf. Its for two is 19.95. Also... The credit card machine is
the same model and colour as yours. The price is broken. Dont sell anything without a receipt. You
19.95 for 2. Take it to the checkout and buy it. dont have any paper for the receipt machine.
ROLE PLAY 2
CUSTOMER ASSISTANT/ MANAGER
You bought a cartridge for your computer printer A costumer will bring a printer cartridge back today,
from Dicksons yesterday for 8.35. Unfortunately, but the package has been opened. No refunds can
when you got home and opened it, you found it was be given if the cartridge has been opened. Offer to
the wrong size. Take it back to the store and try to exchange the product for something else. However...
get a refund. The cartridge you need costs 8.60. your manager is away today, and you dont know hot
to enter exchanges into the till. Tell the customer to try
to find something at exactly the same price: 8.35.
(In fact, the only item for this price is a mobile phone
battery.)
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Aco: 5742/2008/22-341023-7-1
Nvel de Formao: 2
WHEN YOU RETURN AN ITEM TO A SHOP

1. Read the dialogue.
A : Can I help you?
C : Yes. Id like to return these jeans.
A : May I ask why youre returning them?
C : I bought them for my son, but theyre too short.
A : Do you have the receipt?
C : Yes, here it is.
A : Im sorry. These jeans were on sale. There are no refunds on
sale items. You can exchange them for something else or we can give
you a credit note.
C : Do you have the jeans in a larger size?
A : Let me check.[a minute later] Im afraid they have sold out.
C : Okay, Ill take a credit note. How long is it good for?
A : Its good for a year.
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C : Okay. Ill come back next week and see if I can find something
else he might like.
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2. Work with your partner. Role-play the dialogue, substituting the different expressions below. Then
reverse roles.
Can I help you? Yes, Id like to return this top.
May I help you? Yes, I want to return this jacket.
May I ask why youre returning it?

Can I ask why youre returning it?
I bought it for my son, but its too small.

My husband / It doesnt fit.
My daughter / She didnt like the colour.
My friend. / She didnt like the style.
Do you have the receipt?
There are no refunds on sale items.

We dont give refunds if the items were on sale.
We dont give you your money back if the item was on sale.
Do you have the top in a larger size/ a smaller size/ in a different colour.
3. Match the words or expressions below with the correct meaning on the right.
1. return a. available to buy
2. on sale b. give back
3. sold out c. swap
4. refund d. no more available to buy
5. exchange e. proof of purchase
6. receipt f. reduced price
7. valid g. look for
8. for sale h. give back money
9. see if I can find i. able to use
10. credit note j. note allowing customer to purchase goods to the value specified
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4. Now try it yourself. Complete the dialogue below with appropriate expressions:
A : ______________________________________________________________?
C : Yes. __________________________________________________________.
A : _________________________________________why youre returning them?
C : I bought them for ________________________________________________
A : Do you have your _______________________________________________?
C : Yes, here it is.`
A : Im sorry. These jeans were ________________________________________. You can exchange them for
something else or we can give you a credit note.
C : Do you have the ___________________________________________________?
A : _________________________________________________________________ .
(a minute later)
C : Okay, Ill take a credit note. __________________________________________?
A : Its ______________________________________________________ for a year.
C : Okay. Ill come back next week and see if I can find something else he might like.
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Aco: 5742/2008/22-341023-7-1
Nvel de Formao: 2
DEALING WITH PROBLEMS

1. Match the problems 1-6 to a suitable response.
a. Theyve forgotten to send a price list with this 1. Ill ask them to send us the English one.
catalogue. 2. Dont worry. Ive phoned the engineer. Hes

b. This manuals in Japanese! coming this afternoon.
c. We ordered 100 disks. There are only 50 here. 3. Ill send it back and get them to replace it.
d. The motor is damaged! 4. Oh, its out of print at the moment.
e. I dont think this invoice is right. 5. Ill phone Accounts.
f. The photocopiers broken down again. 6. Its OK. The rest are coming later.
WILL (decisions made at the time of speaking)

Ill (will) send them back.
Ill wait for you. I wont go (will not) go yet.
PRESENT PROGRESSIVE (arrangements youve already made)

Hes coming this afternoon.
You arent seeing her today. Youre seeing her tomorrow morning.
2. Underline the correct future form in italics.

A: Hello. David Watkins speaking.
B: Oh, Im trying/ Ill try to reach Ms North.
A: Shes in a meeting. Could I help?
B: I want to place a large order and Id like to discuss discount and delivery terms. Could I arrange a meeting
with her for next week?
A: Of course. Im checking/ Ill check her diary. When would you like to see her?
B: Is next Tuesday at 3 OK?
A: Shes going/ Shell go to the new factory that afternoon. How about Wednesday at 10?
B: Thats fine. Wednesday at 10.
A: Could I have your name please?
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B: Yes, its Jenkins. Sandra Jenkins.

A: Fine, Im sending/ Ill send you a letter to confirm the meeting.
B: By the way, could you send me a copy of your catalogue?
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A: Yes, of course. Im sending/ Ill send you a copy today.

B: Id also like information about prices.
A: OK: Im enclosing/ Ill enclose a copy of our price list.
B: Thanks very much. I look forward to seeing Ms North next week. Good bye.
A: Goodbye.
COMPLAINING AND APOLOGIZING ON THE PHONE

1. Read this article about telephone manners and complete it with these sentences.
a. Never begin your sentences with No.
b. Ill see what I can do.
c. Heres how we handle that. Please call or write to...
d. Ill just check for you.
e. Ill put you on hold for a minute. Is that all right?
A lot of business is lost because of the way customers are treated on the phone. The Telephone Doctor, a
company which gives workshops and seminars on how to improve employees telephoning skills, gives the
following advice: Teach your employees the five forbidden phrases and make sure they never use them.
1. I dont know. Say instead: ____________________________________________________________
2. We dont (or cant) do that. Try to offer an alternative or say:
_____________________________________________________________________________________
3. You must... Never say that. Instead tell the customer what needs to be by saying:
____________________________________________________________________________________
4. Hang on a second, Ill be right back. Replace this with:

______________________________________________________________________
5. No... _________________________________________________________________
2. Read this conversation and complete it with the words in the box.
sorry line calling refund
sent seems mistake delivery
check ordered problems order

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Aco: 5742/2008/22-341023-7-1
Nvel de Formao: 2
JONES: Sales Department. Samantha Jones speaking.

LEE: Hello, this is Mike Lee from Meyers. Im ________________ about our order for
computer disks. There ______________ to be a _____________. We
________________ article number 495 H4 and you _____________ article 594

8F.
JONES: Just a moment. Could I have the ______________ number?
LEE: Lets see... Its DD303.
JONES: Hold the ____________, please, Ill just ____________ it... Im very
____________, but weve had some _____________ in the Dispatch Department.
Could you return the disks? Of course well ______________ the costs.
LEE: Fine, but when can I expect ______________ of the correct disks?
JONES: Ill make sure you get them by the end of the week.
Study these examples.
Saying what the problem is
There seems to be a mistake.
Asking for more details
Could I have the order number?
Giving information
Lets see. Its 36128.
Giving the reason for the problem
Im very sorry. Weve had problems with our supplier.
Theres been a delay with the printers.
Asking when they can deliver
When can I expect deliver?
Its urgent. I need it by tomorrow morning.

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Apologizing and saying what you will do
Im very sorry. Ill look into it.
see what I can do.

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Practise this conversation with a partner.

Say what the problem is.
Ask for more details.
Give order details.

Check order and explain what the problem is.
Ask when you can expect delivery.
Apologize and say what you will do.
LETTERS OF COMPLAINT
1. The following extracts are from two different letters, a letter making a complaint and a letter of reply,
but they have got mixed up. Put them in the right order to produce two correct letters.
1. When one of my guests arrived the waiter sat her at the 7. I had invited four clients to join me for
wrong table. Later, the same waiter spilt a few drops of red lunch in your restaurant, where I had
wine on another guests trousers. The final embarrassment was expected to receive the best service.
when the waiter presented the bill to one of my guests instead of Unfortunately, I have a number of
me. complaints.
2. As a token of our regret I enclose a 8. I am afraid that we were experiencing staff problems during
voucher for an evening meal for two this period and had an inexperienced waiter working in the
people and hope to welcome you restaurant. He has since left and we are happy to say that we now
personally in the near future. have only fully qualified waiters serving our customers.
3. I am writing to complain about the 9. I feel that this is not the professional service which I expect from
service I recently received in your a top restaurant and I know that you will wish to ensure that it
restaurant while on a business trip. does not happen again.
4. Yours sincerely 10. Dear Mr Strang
Pierre Lancel
Restaurant Manager
5. Yours faithfully 11. I was very sorry to read of the problems which you
Raymond Strang experienced in our restaurant on your recent visit.
Sales Manager
LETTER OF COMPLAINT LETTER OF REPLY

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2. Samantha is worried that she will lose PCPowers business. Read her letter and complete it with the
words in the box.
apologize customers manufacturers
order problems products
Computer Supplies Pty

22 Park Street
Abbotsford 3067
Victoria
Tel: +61 39429 1713
e-mail: samantha@compsupplies.com.au
Website: www.compsupplies.com.au
21st September 2009
PCPower
31 Albert Street
Footscray
VIC 3011
Dear Lesley
Thank you for your call concerning (1) ____________________________________.
Weve had (2) __________________________ with our Dispatch Department, and there have also been
delays from the (3) ______________________ of the Techno range of (4) _________________________. We (5)
______________________ for this.
We wish to give our (6) _________________________ the best service possible, and look forward to
serving you in future.
Yours sincerely
Samantha Jones
Samantha Jones
Sales Department
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3. Linking words and phrases are used in complaints to explain your case clearly and carefully. Complete
the words/ phrases from the box.
Above all Nevertheless Even though Finally
In addition In conclusion In fact In particular
Firstly In reality Therefore Furthermore
However In spite of the fact Taking everything As a result
into consideration
1. Adding another point (like and)
2. Listing points
3. Making a contrast (like but)
4. Making a contrast (like although)
5. Giving the consequence (like so)
6. Giving the most important
example
7. Saying what the real situation is
8. Introducing the final paragraph Pag e | 15

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4. Circle the most appropriate words or phrases in the email.

I am writing to complain about the poor service we received from your company. Firstly/ Therefore, the
goods you sent were not the ones we ordered. Our order dated 16 September clearly stated that we
wanted 1,000 t-shirts. In particular/ However, we only received 800. Nevertheless/ Furthermore, we asked
you to print our company logo in the top left corner of the shirts and you have printed it in the centre.
To make matters worse, your staff was very unhelpful when I called. Even though/ Above all, no-one took
responsibility to sort out the problem I was simply passed from person to person. In fact/ In addition,
after 30 minutes I gave up in frustration and ended the call.
The whole matter was treated by your staff as though it was completely unimportant, in spite of the fact
that/ therefore we have been your customers for more than five years. In particular/ As a result, we are
considering stopping all future business with your company.
Taking everything into consideration/ in reality, we must insist on an immediate replacement order, to
reach here within 14 working days, at no cost to ourselves.
5. Email 1 below is a formal apology, email 2 is an informal apology. Complete the emails by choosing
the correct alternatives below. The phrases are in the same order as they appear in the emails.
1/ 11 for/ on behalf of
2/ 12 unprofessional conduct/ unfortunate behaviour
3/ 13 Please accept my sincere apologies for/ Im really sorry for
4/ 14 You can be sure that/ You have my assurance that
5/ 15 sort out the problem/ resolve the matter to your satisfaction
6/ 16 Ill/ We will
7/ 17 To compensate for the inconvenience caused/ As a friendly gesture
8/ 18 about what happened/ regarding the incident
9/ 19 If you have any further queries/ If theres anything else
10/ 20 please call/ do not hesitate to call me
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Nvel de Formao: 2
6. Match the beginnings of the sentences (1-10) with the endings (a-j).
1. Please accept my a. a replacement immediately.
2. Were having a temporary problem b. and get back to you tomorrow.
3. Were doing everything we can to c. as a gesture of goodwill.

4. Can you leave it d. for any inconvenience this has caused.
5. Ill look into the matter urgently e. hesitate to contact me.
6. Ill send you f. resolve the issue/ sort it out.
7. We are sending you a small gift g. sincere apologies.
8. I can assure you that h. this will not happen again.
9. I apologize again i. with me for a day or two?
10. If you have any further queries, do not j. with our software.
Now check the answers, then cover the right column and try to remember the endings.
7. Rewrite the sentences below with the correct word order.

1. Thank you very much/ this matter/ for bringing/ to my attention
______________________________________________________________________________
2. I was/ very/ experienced/ to learn/ about/ the problems/ about/ you concerned
______________________________________________________________________________
3. I will look into/ and get back/ the matter/ to you/ within the next few days
______________________________________________________________________________
4. Once again,/ accept our apologies/ please/ caused/ for the inconvenience
______________________________________________________________________________
5. Having looked into/ in detail/ this matter/ I can be/ I regret/ of no further assistance
______________________________________________________________________________
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ONLINE SHOPPING COMPLAINT LETTER
Use these sample letters to make a complaint about your online shopping or catalogue shopping orders. You
can adapt the text if you are making your complaint by email or through the online shop or catalogue
company's website.
A. Rejecting a faulty item and getting a refund
Your address
Company/ supplier address
Dear
(Reference: contract number)
On (date) I placed an order for a (item) and this was delivered on (date).
I have discovered that the (item) has the following problem: (give details).
The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described of
satisfactory quality and fit for purpose. As you are in breach of contract I am rejecting the (item) and request
that you refund the sum paid to you of (xxx).
I also require you to confirm whether you will arrange for the (item) to be collected or will reimburse me for
the cost of returning it.
I look forward to hearing from you in the next seven days.
Yours sincerely
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B. Asking the online shop or home shopping company to repair or replace a faulty item
Your address
Company/ supplier address
Dear
(Reference: contract number)
On (date) I placed an order for a (item) and this was delivered by you on (date).
I have discovered that the (item) has the following problem: (give details)
The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, of
satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the (item)
(repaired/replaced) and I would request that you confirm that you will do this within the next seven days.
I also require you to confirm whether you will arrange for the (item) to be collected or will reimburse me for
the cost of returning it.
I look forward to hearing from you.
Yours sincerely
Pag e | 20

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Dossier Tcnico Pedaggico

Formador[a] Ins Carreira

UFCD / UC Lngua Inglesa Atendimento no Ps-Venda

Data Dezembro 2009

1) Answer your phone.

up the phone when someone calls your business.

2) Dont make promises unless you WILL keep them.

3) Listen to your customers.

4) Deal with complaints.

No one likes hearing complaints, and many of us have developed a

5) Be helpful - even if theres no immediate profit in it.

7) Take the extra step.

8) Throw in something extra.

Customer: Well, yes. But the troubleshooting section was no help.

Customer: OK, that will work for me.

customer service representatives (reps)

What seems to be the problem?

WHEN YOU RETURN AN ITEM TO A SHOP

May I help you? Yes, I want to return this jacket.

May I ask why youre returning it?

I bought it for my son, but its too small.

Do you have the receipt?

There are no refunds on sale items.

A : _________________________________________why youre returning them?

C : I bought them for ________________________________________________

A : Do you have your _______________________________________________?

C : Yes, here it is.`

something else or we can give you a credit note.

C : Do you have the ___________________________________________________?

C : Okay, Ill take a credit note. __________________________________________?

A : Its ______________________________________________________ for a year.

DEALING WITH PROBLEMS

catalogue. 2. Dont worry. Ive phoned the engineer. Hes

WILL (decisions made at the time of speaking)

PRESENT PROGRESSIVE (arrangements youve already made)

2. Underline the correct future form in italics.

B: Yes, its Jenkins. Sandra Jenkins.

A: Yes, of course. Im sending/ Ill send you a copy today.

COMPLAINING AND APOLOGIZING ON THE PHONE

4. Hang on a second, Ill be right back. Replace this with:

sent seems mistake delivery

check ordered problems order

JONES: Sales Department. Samantha Jones speaking.

________________ article number 495 H4 and you _____________ article 594

Study these examples.

Saying what the problem is

There seems to be a mistake.

Asking for more details

Could I have the order number?

Lets see. Its 36128.

Giving the reason for the problem

Im very sorry. Weve had problems with our supplier.

Theres been a delay with the printers.

Asking when they can deliver

When can I expect deliver?

Its urgent. I need it by tomorrow morning.

Apologizing and saying what you will do

Im very sorry. Ill look into it.

see what I can do.

Practise this conversation with a partner.

Give order details.

LETTER OF COMPLAINT LETTER OF REPLY

order problems products

Computer Supplies Pty

____ article number 495 H4 and you _ article 594