Vzdělávání pro cestovní ruch

	Dealing with Complaints

How to respond to complaints
Grammar - Focus on prepositions
Listening on responding to complaints
Possible brief responses to complaints

Functions: Responding to customers' complaints
Grammar: Prepositions used when responding to customers' complaints
Vocabulary: Phrases of apology

Introduction

Nobody is happy when a customer comes with a complaint. However, it is probably a natural part of your professional life to deal with complaints time to time. This lesson will show you how to keep both your customer and you happy if there is a problem, even though English is not your first language.

Nikdo není nadšen, když si zákazník přijde stěžovat. Nicméně, vypořádat se čas od času se stížnostmi je pravděpodobně přirozená součást vašeho profesního života. Tato lekce vám ukáže, jak udržet spokojenost na straně jak vašeho klienta, tak vaší, když se problém objeví, a to dokonce i v případě, že angličtina není právě vaším mateřským jazykem.

How to respond to complaints

There are four basic steps you shall follow when responding to complaints of your clients:

Apologize -> Ask for more details -> Act -> Ask for feedback
Do not hesitate to APOLOGIZE (even if you feel that the problem is not completely on your side).

Formal phrases of apology:

English	Czech
I apologize for the inconvenience.	Omlouvám se za tuto nepříjemnost.
Please accept my sincere apologies.	Prosím přijměte moji upřímnou omluvu.
I apologize for the problem.	Omlouvám se za tento problém.
My apologies.	Omlouvám se.

Less formal phrases of apology:

English	Czech
We are very sorry for the trouble caused.	Je nám líto, že vznikl tento problém.
Sorry for the delay.	Omlouvám se za zpoždění.
Sorry for the inconvenience.	Omlouvám se za tuto nepříjemnost.

ASK FOR SPECIFIC DETAILS of the problem solved.

Useful phrases:

English	Czech
Would you mind telling me some details of your problem?	Nevadilo by vám sdělit mi nějaké detaily o vašem problému?
Please tell me more about your problem.	Prosím, řekněte mi více o vašem problému.
Please tell me exactly what happened.	Prosím řekněte mi přesně, co se stalo.
Please tell me exactly what the problem is.	Prosím, řekněte mi přesně, jaký máte problém.

Assure your customer of taking action and ACT.

Useful phrases:

English	Czech
I´ll give you another spoon, of course.	Samozřejmě vám dám jinou lžíci.
I will send one of my colleagues to take care of it right now.	Pošlu hned jednoho ze svých kolegů, aby se o to postaral.
Certainly, I will take care of it myself.	Samozřejmě, sama se o to postarám.
I´ll make sure to solve this situation today.	Tuto situaci vyřeším ještě během dneška.
I will get back to you today with the solution.	Ještě dnes se na vás obrátíme s řešením.

ASK FOR FEEDBACK (Check back if your customers are happy about the solution of their problem.)

Useful phrases:

English	Czech
I just want to check that everything worked out OK.	Chci se jen ujistit, že všechno funguje, jak má.
Did you get what you needed?	Dostal jste, co jste potřeboval?
Did everything work out to your satisfaction?	Dopadlo všechno k vaší spokojenosti?
Has the problem been resolved to your satisfaction?	Byl problém vyřešen k vaší spokojenosti?
I wanted to see if you are satisfied with the so lution of the problem.	Chtěl jsem se ujistit, že jste s řešením problému spokojen.

Excercise: Choose the correct expression to fill in the gap.

I am for the inconvenience.
I wanted to see if you are with the solution of the problem.
I will take of it myself.
Please tell me exactly what .
I for the problem.

Grammar: Focus on prepositions

TO APOLOGIZE
We apologize TO someone FOR something.

TO BE SORRY
We are sorry FOR the inconvenience.
or
I am sorry ABOUT the delay.
or
I am sorry TO hear that you are not satisfied.

TO BE SATISFIED
I hope that you are satisfied WITH the solution.

Exercise: Fill in the gaps with the correct prepositions

Please accept my apology the delay.
I need to apologize Mr. Black.
the problems with the air-conditioner in his room.
I am sorry see that your problem is still not fully solved.
I hope that you are satisfied the solution.

Listening on responding to complaints

Dialogue on responding to complaints

Listen to the dialogue and focus on the four steps listed above. Print out the dialogue and underline the phrases of apology, asking for specific details, taking action and getting feedback. Think about other phrases you could use in the same situation.

Dialogue on responding to compplaints

Grammar: Possible brief responses to complaints

Situation 1 – at the hotel
Guest: Sorry, the air-conditioner in my room isn´t working. Can you fix it for me?
Receptionist: Of course, sorry for the inconvinience.

Situation 2 – at the restaurant
Guest: Excuse me, I didn´t order chicken but beef.
Waiter: Oh, I apologise for it, I’ll get your order right away.

Situation 3 – at the bar
Guest: Sorry but this drink is not cold...Can I have more ice in it?
Bartender: Certainly, sorry, Sir. Just a moment, please.

Dealing with Complaints