Respond to a complaint with care and find out what happened.
The idea
Acknowledge the issue with I am sorry, ask for a detail with Could you tell me...?, and explain what you will do next.
Examples
- I am sorry your order arrived late.
- I understand that the broken handle is a problem.
- Could you tell me when the screen stopped working?
- Did the package contain the wrong size?
- I will check the delivery details now.
- We will email you an update tomorrow.
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Watch out
Avoid promising a refund before checking the facts or your authority to offer one.
Try it yourself
I am ___ that the item is damaged. (sorry / ready)
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sorry
sorry acknowledges the customer’s difficulty.
Could you ___ me the order number? (tell / tells)
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tell
tell follows could in its base form.
I will ___ the payment and contact you. (check / checked)
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check
check follows will and names the next action.
Practice round
Answer questions and rebuild English sentences to practise. Your score is shown.
I am ___ that the item is damaged. (sorry / ready)
Could you ___ me the order number? (tell / tells)
I will ___ the payment and contact you. (check / checked)
Tap the words in the right order.
Tap the words in the right order.
Tap the words in the right order.
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Respond to a delayed delivery: acknowledge it, ask when it was expected and state your next action.