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Effective Telephone Complaint Handling

The document provides guidance on how to handle complaints and problems over the telephone. It lists phrases for stating the reason for the call, explaining the problem, referring to previous problems, threatening if the problem is not resolved, asking for details from the other party, apologizing, and denying accusations.

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Irham Mohamad
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4 views1 page

Effective Telephone Complaint Handling

The document provides guidance on how to handle complaints and problems over the telephone. It lists phrases for stating the reason for the call, explaining the problem, referring to previous problems, threatening if the problem is not resolved, asking for details from the other party, apologizing, and denying accusations.

Uploaded by

Irham Mohamad
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Using the telephone

Stating reason for the call

I’m calling about ….

Unfortunately, there is a problem about ….

I’m calling to complain about ….

Explaining the problem

There seems to be ….

We haven’t received ….

The …. doesn’t work

The quality of the work is below standard

The specifications are not in accordance with our order.

Referring to previous problem

It’s not the first time we’ve had this problem

This is the (third) time this has happened

Three months ago ….

We had a meeting about this and you assured us that ….

Threatening

If the problem is not resolved …

Handling complaints and other problems

Asking for details

Could you tell me exactly what ….?

Can you tell me ….?

What’s the ….?

Apologizing

I’m sorry to hear that.

I’m very sorry about the problem / delay / mistake

Denying an accusation

No, I don’t think that can be right

I’m sorry but I think you are mistaken

I’m afraid that’s not quite right

I’m afraid that can’t be true

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