How to handle a complaint - Business English
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- Опубликовано: 1 июл 2021
- 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...
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We would like to say a HUGE thank you to... for appearing in this video. Make sure you follow them too!
Pretending the customers are right is key!. Thanks
You've got the idea Santi. Thanks for watching.
I'm really happy to see the channel getting more audience. Such a great content.
I totally agree. And they are a lovely couple together.
Thanks for the kind words, حمزة عشوش . And thanks for watching.
Yes, me too ♥️ Vicki and Jay do deserve it 👏
This is a very valuable lesson..... To be polite..... Even when complaining!
Also I got an English joke which is a bit confusing. Here it is:
I am reading a book on anti gravity... I can't put it down!😂😂😂
HI Aryan. This is Jay writing back to you. You made me laugh with that joke!!!
This type of content is awesome, didn't see you guys in looong time but you two are totally awesome.
Hi Marino. Welcome back. And thanks for the kind words.
@@SimpleEnglishVideos Can't wait for new upload guys.
my mother had a saying: it is not what you say, what you do, it is how you say or do it. Great video! There's much more than English there.
You're right Miriam, there is more than just English in this lesson. This is Jay writing back to you. How we relate to each other is one way to measure our ability to communicate effectively. You can learn English, but if you can't relate to the person speaking to you, you may never achieve comprehension.
it reminded me handling customers back in england ,awesome channel , keep it up , from COLOMBIA
Hi Oscar. We're so glad this video was meaningful for you. Thanks for watching.
You’re such a lovely couple. We have been learning so much from your channel. Thank you so much for sharing your knowledge in such a charming and always witty way😊...Our kids love you! Greetings from Switzerland!
Ernst, we're so pleased you're enjoying our videos and that your kids enjoy them too. Give them a special hello from Jay and Vicki.
You've got such a beautiful way to explain things!
Client is always right that's what the supervisor says to us all the time 😟
Currently I'm working with a security company!
Hi Ehsan. When it's company policy it's hard to argue with it. :-) Thanks for watching our video.
Great lesson as always! Here in Brazil we also say "the costumer is always right," but Jay is right, not always. Thank you a lot! God bless America and save the queen!
The costumer are always right. So que nao LOL
Good point, Dany but I would say "Mas não sempre." LOL
Exactly, Silvio. Thanks for watching.
@@SimpleEnglishVideos I love you guys!!
That's exactly what we have learnt at Vodafone UK, I see this video very very important for anyone works at customer service field either a call centre or a face to face service.
Thank you so much for the necessary videos you are making.
Ahmed, we're very pleased if we're able to help you with your work. Thanks for letting us know and thanks for watching.
The best channel to learn English! 🌻 Saludos desde Perú🇵🇪
Hi Angie. Thanks for the lovely compliment. And greetings to you from Philadelphia.
Great video!!
I always wanna know how to deal with complaint in business english
Thanks!
Good acting!
We're pleased this video was useful for you Shafeek. Thanks for letting us know and thanks for watching.
You're brilliant teachers and actors! Thanks for this gorgeous video! Greetings! 😃
Thank u so much. It is very helpful for one who is working in hospitality like me. Much love to u!
Truong Nhu Ngoc, we're so glad this video was helpful. Thanks for letting us know and thanks for watching.
This is the most hilarious and polite conversation I've ever heard... :-)
"Jay (picking up the phone): Yeah...
Vicky: At last! A human being!
Jay: What?
Vicky: I've spent half an hour trying to get through your automated telephone system.
Jay: That has nothing to do with me... What do you want?" and then "Who are you?" and finally "You must be lying". ;'-)
Clearly, that employee is at his highest level of kindness and professionalism!! ;-)
Nice and great video as usual!! Very instructive!!
We had a lot of fun making that video, Visemand. We're glad you liked it and thank you so much for watching.
@@SimpleEnglishVideos Thank you very much for answering me. You're very welcome. Keep on your good work!! It's always a pleasure to see you both in action!! ;-)
Haha The costumer always is right, in Spanish is the same. But literally to be right, in Spanish is _to have the reason_ .
Then the sentence is:
"El cliente siempre tiene la razón."
Greetings from 🇨🇱 Santiago, Chile with love!
Thank you for sharing that Spanish gem, crist67mustang. And thanks for watching our video.
You did a great job analyzing the different scenarios and easily getting the whole picture of handling a complaint call.
陳慕唐 . we're so pleased you found this video valuable. Thanks for letting us know and thanks for watching.
Love your content and sense of humor! (or humour? ha-ha, love the American-British contrasts too!)
Hi Viviana. This is Jay writing back to you. Vicki and I always have fun with those British and American differences.
This has been immensely helpful for my new job. Thank you so much for your great videos, I hope you are doing great.
Amazing, you outdo with each lesson posted! Thanks a lot for your priceless effort
That's so kind of you to say Paco. Thanks for that and thanks for watching our videos.
Thank you both. You reminded me of something I often forget in such situations, even though English is my mother tongue. ‘I’m sorry’ doesn’t always mean you’re accepting the blame for something. Jay could tell his caller was feeling upset and frustrated by her situation, and his ‘sorry’ indicated his sympathy for her predicament. His other words and actions showed he wanted to help. Great job, that was a good lesson in empathy🙏🏻😊
As always, so fun and useful!!! I really enjoy your video lessons! Thank you from Ukraine 🤩!
Hi Irina. It's great to hear from you. Thanks so much for watching our videos.
This is very useful! Thank you!
琛昊 葛, we're so pleased you found this video useful. Thanks fo r letting us know and thanks for watching.
Amazing video, Vicki and Jay! It's brilliant to have the two opposite scenes and show the difference. Loved it
But Ahmed, is the customer always right? We hope your students can ponder this question in a useful English discussion. Take care and thanks as always for writing to us.
I really enjoyed it! Very well put together.
We're so glad you enjoyed it Lynn. Thanks for letting us know and thanks for watching.
5:40
It happened to me a lot when i was trying to contact the British Council in Egypt.
حمزة عشوش , I think it happens to all of us these days :-)
@@SimpleEnglishVideos I also think so , because of nowadays pandemic maybe. 😀😂
In love your videos! Whenever I see a notification of a new video of yours I run to see it, no matter what I'm doing (right now I'm working and yet I saw it!). Thank you! 🤗
Cau, we're so pleased you find our videos important. Thanks for letting us know and thanks for watching.
Useful and entertaining, as usual! I love you two! Thanks!
Meow
Glad you liked it DDOITALY.
what a useful video!!! thank you for your effort!!
You are most welcome, Joey. And you thank you for watching our video.
I love this video, it is so useful. thanks a lot teachers!!!
You are most welcome, Tomás. Thanks for watching.
I am a big fan. Thank you
Thank you too!
Omg.. I love this content so much. Thank you for your videos I have learned a lot of things from your videos. ❤️❤️❤️
Bảo Long Trần, we are so pleased you are able to learn from our videos. Thanks for letting us know and thank you so much for watching our videos.
It is also super annoying when you call support and explain your problem to them, then they ask you to wait a few minutes and a few minutes later you hear "yeeaaaap. I see, you do have the problem" :) Sometimes I want to ask them back something like "Oh! Do I? Are you sure?!" xD
Thank you for the video. It is a good demonstration of healthy politeness and professionalism.
Mikolay, your answer made me chuckle. This is Jay writing back to you. I find it even more frustrating when I tell them my problem and they respond by describing an entirely different problem. Oh well, such is customer service these days. Thanks for writing to us and thanks for watching.
Thanks for this video. I am learning so much from your videos.
Ketsyha, we are so pleased you are able to learn from our videos. That means so much to us. Thanks for letting us know and thanks for watching.
Very useful for several cases actually =) thanks a lot!
We're really pleased you you found this useful,
1snks3
Well explained
Thank you
You are welcome
Love ur videos. I'd love to see you guys reacting to viral videos.
Thanks for your work.
Antonyus, that's such an interesting idea. When we do our annual SEVY Awards show, we react to the videos our viewers send us. But we haven't thought about how we'd turn reacting to a viral video into an English lesson. We'll think about that. Thanks for the suggestion and thanks for watching.
This is such a wonderful lesson. I encounter rude and arrogant customers every single day. Patience and politeness are the key.
Thanks for this helpful video. I really appreciate your lessons a lot.
Best regards.
lợi nguyễn, it must be hard to be patient and polite when customers are rude and angry. Thanks for sharing your thoughts and thanks for watching our video.
Amazing video love it
I always wait for your new video
Good to hear from you Saad Ali.
Hello!! I'm Graciana from Argentina. I´m a teacher of English and your videos are SO helpful!! I thank you both from the bottom of my heart for your amazing job! I also learn a lot myself with your didactic and funny way of teaching.
I send you a BIG hug and I hope you stay healthy! Love you tons!!!!
Hi Graciana. We are so pleased you find our videos useful. We hope you can share them with your students as well. You be safe and well too.
Top-notch video! 👌
Thanks so much for the compliment, Eugenia. And thanks for watching our video.
Beautiful job
So glad you liked it Raquel. Thanks for letting us know and thanks for watching.
As always u both r awesome
Learned useful pharase
Sanjeev, we're very pleased you were able to learn useful phrases. Thanks for letting us know and thanks for watching.
Great content as usual. I'd love to see more videos about how to be diplomatic in English 🙌
Renata, we've actually produce a few videos on politeness in English which might help. Here's a link to one of them. ruclips.net/video/tikE-saHWcI/видео.html
But what you might want to do is go to simpleenglishvideos.com and in the search tool, type the world 'polite.' There should be 5 or 6 that might interest you.
@@SimpleEnglishVideos Hey there, thanks! I realized that I already watched the video you suggested and I just replayed it :) hehe I'll check the other videos on politeness. Cheers!
Lovely pair!
:-)
Awesome guys
:-)
Loved it please do more videos about business english
That's the plan, M7med Adawi. Thanks for writing to us and thanks for watching.
Hahaha... Excellent tips! 😆 I used to deal with grumpy customers and they were really rude several times. I had to be very patient! 😁
The customer is not always right! xD
Kind regards! 🙋🏽♂️🇲🇽
Hi Brian, we're so please you found these tips worthwhile. Thanks for watching.
In Polish we say: Klient jest panem - The customer is the lord.
It's really interesting how so many languages have a similar expression regarding customers. Thanks for sharing that Robert.
On the first call they were kind of both in the wrong. The customer service representative acted as if he couldn’t care less. And the person on the other end tried to scam the company.
An excellent observation, Blind Bookworm. Thanks for sharing and thanks for being here.
My dear friends, you look better and better day by day! ❤️ It is such a miracle to see you are getting younger and slimmer! Is it a new camera or a healthy happy lifestyle? 😊
A much healthier lifestyle, Anya. We've both lost lots of weight on a very sensible and sustainable diet. Thanks for noticing. :-)
@@SimpleEnglishVideos Wow, that's awesome! 😃👍Would you tell us about your new diet/weight loss secrets in the upcoming videos? I am really curious to know more about it! 🤗🙏💪
Great job, apart from giving English lessons, you could train support teams and clerks. Politeness should go both ways but professionalism is key to good customer service. 😉
Catherine, you've certainly got the right idea. Thanks for watching.
Happy 4th, Vicki and Jay
We had a wonderful party on our deck to celebrate the 4th. The Philadelphia fireworks show was visible from there and it was spectacular. Thanks for thinking of us.
Thank you for your useful videos. I've learnt lots of interesting things from them. Could you please recommend me some websites to learn more about the US's and the UK's geography, culture, people? I'm a big fan of reading about them all. Thanks in advance!
There are so many such sites, Nguyễn , that we would have a hard time recommending just a couple. Thanks for writing to us and thanks so much for watching our video.
verrrrrrryy niceeeeee
Thanks. Glad you liked it. And thanks for watching, NGPS School.
I was wondering what Vicky's first sentence is. " lost human being"??
Win Yoo, Vicki's first comment in the telephone call is "At last, a human being." That was the result of her frustration of having to deal with the automated menu system so many companies use for their help service.
Vicky, next time ask Jay first, then you make this phone call.... I know, its terrible to make a complaint like this. Well, good luck with your sun umbrella. Love
It's a very nice sun umbrella and it works well on our deck, Dany.
It was long time no see, hope you well
We're so glad you've had the time to watch more of our videos. Thanks for checking out our channel again.
I love you.
:-)
Hey, may you help me, it exist a costumer code ? Laws which regulate the relation between costumer and provider, In my country, Brazil, exist, the the code of costumers defense, and I learned that is create because a letter by JFK. Nevertheless laws in EUA and England is different than Brazil, because that I lost me.
Hi Brooky. I think the term you're looking for is consumer code. JFK pushed for a consumer bill or rights that would give 4 basic rights: the right to safety, to be informed, to choose and to be heard. The UN then went on to add 4 more and no doubt, as you say, they're enshrined into law differently in different countries.
@@SimpleEnglishVideos thanks, it was helpful.
You're channel helped me to improve my english, thanks :3
Yes. Do teach some diplomacy please!
I'm sure it will come up in future videos, Javi. Thanks for the suggestion and thanks for watching.
For how long have you already been together?
23 years as of this month.
@@SimpleEnglishVideos wow, that's commendable. I wish all people had such a strong relationship
Hello
Hi Sumi. Thanks for watching our video.
🇳🇵
Ada anak UNINDRA ngak disini
dvp7122, we've learned that there are people here from every corner of the earth, learning english from our videos. We hope you'll find this channel useful. - Jay
You both lose weight
Yes we have gans. We both feel great too.