Phone Complaints

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Added: December 12, 2008 This Presentation is Public 
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COMPLAINING ON THE PHONE :COMPLAINING ON THE PHONE Mª Luisa de Dios Perrino EOI Valencia, Spain eoimarisa@gmail.com Picture: www.consumerconnect.ie


Slide 2:COMPLAINING: When making your complaint, remember to: Be polite but firm. Sarcasm or rudeness won't help your cause. You may feel angry, but an effective complaint is based on presenting yourself as a reasonable person rather than an unreasonable one


Slide 3:Explain your problem, keep to the facts and know your rights. Tell them what you want them to do for your complaint to be resolved. Focus on the action you want the supplier to take rather than on your anger or disappointment. For example, specify whether you are looking for a replacement, a repair, a refund, completion of an unfinished service, or simply an apology. Remember that while these are all options, the law does not specify who chooses the form of redress. Therefore it is up to you to negotiate this with the supplier.


USEFUL LANGUAGE :USEFUL LANGUAGE MAKING THE COMPLAINT I’m ringing to complain about.. I’m sorry, but I’m not satisfied with….. Unfortunately there’s a problem with…. EXPLAINING THE PROBLEM The MP3 player doesn’t work There seems to be a problem with… We haven’t received the… …… is missing INSISTING I’m afraid that is not good enough I’d like to know why.. I must insist… Could I speak to your superior? Could you put me through to the person in charge? THREATENING I’m afraid unless the product is replaiced I’ll have to … If you don’t replace the product, I’ll have to report ….


Dealing with complaints :Dealing with complaints SHOWING UNDERSTANDING I’m sorry to hear that Mmmm, I see what you mean I’m sorry about the delay / problem I can see Getting the facts Could you give me some details, please? What happens to your MP3 player exactly? What’s the problem exactly? What seems to be the problem? Could you explain exactly what the problem is? . Making excuses It’s not our policy to replace items… I’m afraid I can’t help you there since it is not our fault… I’m afraid that is not quite right Promising action Ok, I’ll look into it straight away I promise you I’ll check the details and get back to you.. What I’ll do is…. And… I’ll get back to you shortly As soon as I’ve…. I’ll call you back