The 3 Steps
A good complaint is polite but clear. Don't be aggressive!
- 1. Polite Opening: Start softly so they listen to you.
- 2. State the Problem: Explain exactly what is wrong.
- 3. Ask for Action: Ask them to fix it or give a refund.
Expressing a Complaint
- I'm sorry to say this, but...
- I have a complaint to make about...
- Excuse me, but there is a problem with...
- I'm afraid I have to complain about...
Responding (Accepting)
- I'm so sorry, I'll fix it immediately.
- I apologize for the inconvenience.
Choose the most polite and effective response.
1. The soup you ordered at a restaurant is cold.
2. You bought a shirt, but it has a hole in it.