Customer Service - Dealing with Complaints

Customer Service Representative
Customer Service Representative. Paul Bradbury / Getty Images

Mistakes happen. When they do, customer service representatives often need to handle consumers' complaints. It's also important for customer service reps to gather information to help resolve the problem. The following short dialog provides some helpful phrases to deal with complaints:

Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer.

I'm having a lot of problems.
Customer Care Representative: What seems to be the problem?

Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software.
Customer Care Representative: Did you read the instructions that came with the computer?

Customer: Well, yes. But the troubleshooting section was no help.
Customer Care Representative: What happened exactly?

Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.
Customer Care Representative: How were you using the computer when you tried to connect to the Internet?

Customer: I was trying to connect to the Internet! What kind of question is that?!
Customer Care Representative: I understand you're upset, sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches.

Customer: I bought this computer with the software pre-loaded.

I haven't touched anything.
Customer Care Representative: We’re sorry that you’ve had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately.

Customer: OK, that will work for me.
Customer Care Representative: Is there anything else I need to know about this that I haven’t thought to ask?

Customer: No, I'd just like to be able to use my computer to connect to the Internet.
Customer Care Representative: We'll do our best to get your computer working as soon as possible.

Key Vocabulary

customer service representatives (reps)
gather information
resolve the problem
deal with complaints
not our policy
troubleshoot
glitch

Key Phrases

What seems to be the problem?
What happened exactly?
I'm afraid it's not our policy to ...
I promise you I'll ...
Did you read the instructions that came with the ...?
How were you using the ...?
I understand you're upset, sir.
I'm just trying to understand the problem.
We’re sorry that you’ve had a problem with this product.
Is there anything else I need to know about this that I haven’t thought to ask?

Comprehension Quiz

Answer the questions to check your understanding of the dialogue between a customer and a customer service representative. 

  1. When did the customer buy the computer?
  2. How many problems is the customer having?
  3. When did the customer first notice the problem?
  4. Apart from the problems connecting to the internet, what other software is causing problems?
  5. Is the customer service representative able to take care of the problem over the phone?
  6. What suggestion does the customer service make to solve the problems?

    Answers

    1. The customer bought the computer one month ago.
    2. The customer is having two problems: Connecting to the internet and using word-processing software.
    3. The customer noticed the problem when trying to connect to the internet.
    4. The word-processing software has caused the computer to crash.
    5. No.
    6. The customer service representative asks the customer to bring in the computer for repairs. 

    Vocabulary Quiz

    Provide key vocabulary and phrases to complete the sentences.

    1. If you can answer a few questions, I'm sure we'll ____________ the problem soon.
    2. I'm afraid it's  not ________________ to replace computers with software problems.
    3. Unfortunately, the computer has a ____________, so I can't connect to the internet. 
    4. Could you please _______________ my computer? I can't seem to get this software working properly.
    1. Our __________________ representatives provide help for customers from around the world.
    2. Once I ______________ the information, I can help you solve your problem.
    3. As a customer service representative, I need to _____________ with complaints and troubleshoot computers software problems.
    4. The computer service representative was able to _____________ my problem within five minutes!

    Answers

    1. resolve
    2. not our policy
    3. glitch
    4. troubleshoot
    5. customer service
    6. gather
    7. deal
    8. resolve / troubleshoot
    Format
    mla apa chicago
    Your Citation
    Beare, Kenneth. "Customer Service - Dealing with Complaints." ThoughtCo, Dec. 16, 2016, thoughtco.com/customer-service-dealing-with-complaints-1210225. Beare, Kenneth. (2016, December 16). Customer Service - Dealing with Complaints. Retrieved from https://www.thoughtco.com/customer-service-dealing-with-complaints-1210225 Beare, Kenneth. "Customer Service - Dealing with Complaints." ThoughtCo. https://www.thoughtco.com/customer-service-dealing-with-complaints-1210225 (accessed November 18, 2017).