Handling Customer Problems and Complaints

Total: 39 cards

What seems to be the problem?

phrase

Unreviewed

a polite way of asking a guest or customer what they are having trouble with

illustration for What seems to be the problem?

I'm afraid we can't... / I'm afraid we're not going to be able to...

phrase

Unreviewed

a polite way to refuse a customer's demand or request

illustration for I'm afraid we can't... / I'm afraid we're not going to be able to...

There's been a mistake. / There seems to be a mistake.

phrase

Unreviewed

said when there is a misunderstanding between the customer and the salesperson

illustration for There's been a mistake. / There seems to be a mistake.

Sorry, we're all sold out.

phrase

Unreviewed

used to tell a customer that an item is no longer available for sale

illustration for Sorry, we're all sold out.

I'm afraid we're out of...

phrase

Unreviewed

used to tell a customer that an item is no longer in stock

illustration for I'm afraid we're out of...

We don't sell...

phrase

Unreviewed

used to tell a customer that an item they're looking for is not sold at the store

I have just the thing... / I know (exactly) what you're looking for.

phrase

Unreviewed

used to tell a customer that you have the item they're looking for

illustration for I have just the thing... / I know (exactly) what you're looking for.

Can I speak to your manager? / Let me speak to the manager.

phrase

Unreviewed

said by a customer who demands to see the boss in the retail store, usually because of an unpleasant experience

illustration for Can I speak to your manager? / Let me speak to the manager.

I regret that purchase.

phrase

Unreviewed

said by a customer when they are not satisfied with their purchase

illustration for I regret that purchase.

There’s a problem with... / There's something wrong with...

phrase

Unreviewed

said by a customer when they encounter an issue during or after their purchase

illustration for There’s a problem with... / There's something wrong with...

Can I have a refund?

phrase

Unreviewed

said by a customer when they want their money back, usually because they have paid too much or because they are not satisfied with their purchase

Would you like a refund?

phrase

Unreviewed

a way to offer to return the money to a customer, for example, because they have paid too much or because they have returned their purchase

illustration for Would you like a refund?

I can honor the discount until...

phrase

Unreviewed

used to tell a customer that a certain discount can be applied until a specific date or under certain conditions

illustration for I can honor the discount until...

May I review your cancellation policies?

phrase

Unreviewed

a polite way a customer might ask to see or hear about the store's policies on cancelling orders or services

illustration for May I review your cancellation policies?

I'm not satisfied with the service/product. What can be done about it?

phrase

Unreviewed

a phrase a customer might use to express their dissatisfaction with the product or service they received and their desire for a resolution or compensation of some sort

illustration for I'm not satisfied with the service/product. What can be done about it?

I apologize for any inconvenience this may have caused. / I apologize for this mistake.

phrase

Unreviewed

used to express regret for any problems or errors that have occurred

illustration for I apologize for any inconvenience this may have caused. / I apologize for this mistake.

Let me see how I can resolve this issue for you.

phrase

Unreviewed

used to reassure the customer that you are working on finding a solution to the problem or issue

illustration for Let me see how I can resolve this issue for you.

This item is damaged/defective.

phrase

Unreviewed

said by a customer to inform a store employee that the product they received is broken or not functioning as it should

illustration for This item is damaged/defective.

I'm sorry for the inconvenience.

phrase

Unreviewed

a polite way to apologize to a customer when something has gone wrong, such as a delay, a mix-up, or a problem with a product or service

illustration for I'm sorry for the inconvenience.

We will replace the item for you or provide a refund.

phrase

Unreviewed

used to offer the customer a solution when they have bought a faulty product

illustration for We will replace the item for you or provide a refund.

We will fix it right away and ensure you receive the correct item/order.

phrase

Unreviewed

a polite way to assure a customer who received a wrong item that the mistake will be corrected promptly

illustration for We will fix it right away and ensure you receive the correct item/order.

The service was extremely slow.

phrase

Unreviewed

used by a customer to complain about a delay in service

illustration for The service was extremely slow.

We will address this issue and ensure faster service in the future/on your next visit.

phrase

Unreviewed

used to respond to a customer complaint about slow service

illustration for We will address this issue and ensure faster service in the future/on your next visit.

I received poor customer service from a staff member.

phrase

Unreviewed

used by a customer to express dissatisfaction with the way they were treated by an employee

illustration for I received poor customer service from a staff member.

I'm sorry to hear that.

phrase

Unreviewed

used to express sympathy when a customer shares a complaint or negative experience

illustration for I'm sorry to hear that.

We take customer service seriously...

phrase

Unreviewed

used to assure a dissatisfied customer that the company prioritizes good customer service

illustration for We take customer service seriously...

I will address this matter with the staff member involved.

phrase

Unreviewed

used by a store or hotel manager to assure a customer that a complaint about a particular staff member's behavior or service will be directly dealt with

illustration for I will address this matter with the staff member involved.

Let me see if we can find a suitable solution.

phrase

Unreviewed

a polite way to reassure the customer that their complaint or problem is being addressed

illustration for Let me see if we can find a suitable solution.

I was treated rudely by a staff member.

phrase

Unreviewed

said by a customer to complain about a negative experience with an employee

illustration for I was treated rudely by a staff member.

I'm sorry for the behavior exhibited by our staff.

phrase

Unreviewed

used by a store or hotel manager to apologize to a customer who has had an unpleasant experience with an employee

illustration for I'm sorry for the behavior exhibited by our staff.

We will investigate the matter and take appropriate action.

phrase

Unreviewed

used to assure a customer that their complaint will be taken seriously

illustration for We will investigate the matter and take appropriate action.

I lost an item during my stay.

phrase

Unreviewed

said by a customer to report that they have misplaced or lost an item while staying at a hotel

illustration for I lost an item during my stay.

Let me assist you in locating the lost item or provide any necessary support.

phrase

Unreviewed

used to offer help to a customer who has lost something

illustration for Let me assist you in locating the lost item or provide any necessary support.

I'm not satisfied with the quality of the service/product.

phrase

Unreviewed

said by a customer to express their dissatisfaction with either the service they received or the product they bought

illustration for I'm not satisfied with the quality of the service/product.

Please let us know how we can make it right or offer an alternative.

phrase

Unreviewed

used to ask the customer for suggestions on how to rectify a situation or to provide an alternative solution that could satisfy them

illustration for Please let us know how we can make it right or offer an alternative.

The facilities are not well-maintained.

phrase

Unreviewed

said by a customer to complain about the condition of the physical facilities in a hotel, store, or restaurant

illustration for The facilities are not well-maintained.

We will promptly address any maintenance issue to ensure a better experience for you.

phrase

Unreviewed

said to assure a customer that any reported issues with the physical facilities will be fixed as quickly as possible

illustration for We will promptly address any maintenance issue to ensure a better experience for you.

I would like to file a formal complaint.

phrase

Unreviewed

said by a customer when they want to officially report their dissatisfaction with a service or product

illustration for I would like to file a formal complaint.

Please provide us with the details and we will handle your complaint accordingly.

phrase

Unreviewed

used to ask a customer to provide more specific information about their complaint so that it can be dealt with accordingly

illustration for Please provide us with the details and we will handle your complaint accordingly.