How to handle a complaint - Business English

The customer is always right, or are they? In this video you'll see two versions of a conversation where a customer makes a complaint. The first is a bad model and the second a good one. We'll use them to compare the English we use to handle complaints. Here are the top takeaways: 1. Saying sorry matters. You can say sorry when you don't hear something and want someone to repeat: 'Sorry?' It can be an apology where you accept the blame: 'That was our mistake. I'm sorry.' It can also just be an expression of sympathy where no blame is accepted: 'That's awful. I'm sorry to hear that.' 2. You need to pay attention, listen and explain what you're doing: 'OK, bear with me. I'm just calling it up on my screen'. 3. Rather than saying 'You're wrong' you can say things like 'That's strange' or 'That's odd'. 4. Sounding unsure and tentative helps too: 'It looks like... 'Make sure you subscribe to this YouTube channel. https://www.youtube.com/subscription_... Facebook Page:   / simpleenglishvideos   Twitter: @vickivideos To get notified by email when we publish a new video, sign up to our mailing list: https://forms.aweber.com/form/46/1978... Visit our website to see our videos with transcripts and much more: http://www.SimpleEnglishVideos.com There you can get email updates on new videos and live classes and also download a free copy of 'Fix It', a checklist for correcting common English mistakes http://www.simpleenglishvideos.com/fr... We would like to say a HUGE thank you to... for appearing in this video. Make sure you follow them too!