Handling Simple Complaints about Orders and Service.

Lesson 7 prepares you for one of the most stressful parts of customer service: complaints. Through short recorded dialogues and chat screenshots, you see how customers typically describe problems with deliveries, damaged items or poor service. You collect key vocabulary for different complaint types and notice how successful agents apologise and show empathy without accepting personal blame. You practise softening language so that explanations do not sound like excuses. You also learn how to move from emotion to action with clear solution phrases and simple options. Guided role plays and writing tasks help you build responses that calm the situation while still protecting company rules. By the end, you can handle straightforward complaints in a more confident, structured way.

1. Understanding the customer’s complaint.

In this lesson you are working in the customer service team at an online electronics shop called BrightTech. Today you receive a call from a customer, Maria Lopez. She is not calling with a simple question. She is unhappy. Your first job is not to fix the problem immediately. Your first job is to understand clearly what the complaint is. In this block, we will listen in to the beginning of Maria’s call. You will see how she explains the situation and which words she uses. Then we will think about different complaint types, such as delivery problems, damaged items or poor service. It is important to recognise the type quickly, because this helps you choose the right solution and the right language. While you read the call transcript on the screen, look for three things. First, what exactly went wrong with Maria’s order? Second, how does she feel? And third, what facts do you need to write in your notes so that another colleague would understand the case? After that, you will write a short summary of the complaint in your own words.

Scenario: A first call from an unhappy customer.

Imagine you are answering calls in the BrightTech customer service centre. A customer, Maria Lopez, calls you about a recent order.

Here is the beginning of the call between another agent, Tom, and Maria:

> Tom (Agent): Good afternoon, BrightTech customer service, this is Tom speaking. How can I help you today?

>

> Maria (Customer): Hi Tom. I’m really not happy. I ordered Bluetooth headphones two weeks ago and the delivery was supposed to arrive last Friday, but it only came this morning.

>

> Tom: I’m sorry to hear that. So the delivery was late?

>

> Maria: Yes, it was very late, and when I opened the box, the packaging was damaged and the headphones look scratched. I’m very disappointed with your service.

Common complaint types.

Many complaints in customer service are part of a few common groups. For example:

• Delivery problems: late delivery, no delivery, wrong address, lost parcel.
• Damaged or incorrect items: broken product, scratched item, missing parts, wrong colour or size.
• Service quality problems: rude staff, no response, very slow service, incorrect information.

Notice that Maria’s call includes more than one problem:

• a delivery problem (the parcel arrived much later than promised);
• a product problem (the packaging is damaged and the headphones are scratched);
• plus strong negative feelings: not happy, very disappointed.

In customer service, it helps to name the complaint quickly in your notes. For example:

• "Customer reported a late delivery and a damaged item."
• "Customer unhappy about poor service at the counter."

This short sentence helps you and your colleagues understand the situation fast.

In the activity below, you will read the short call again and then write a one- or two-sentence summary of Maria’s complaint.

Practice & Feedback

Read the call transcript in the resource again to make sure you understand all the details. Then write two sentences:

1. In the first sentence, name the complaint type(s). For example: "This is a complaint about..."
2. In the second sentence, summarise the main problem in your own words. Include both the delivery issue and the product issue.

Try to use clear, simple language. Imagine this summary will be saved in your system so that a colleague who doesn’t speak to Maria can still understand what happened. Around 30–40 words is enough.

2. Noticing empathy and apology phrases.

Now that you understand what went wrong for Maria, the next step is your first response. In a complaint call, the first seconds are very important. The customer is often angry, stressed or disappointed. If your first words are cold or defensive, the whole call can become difficult. If your first words show empathy and a clear apology, the customer usually becomes calmer. In this block, you will focus on the language of empathy and apology. You will listen to three possible responses from Tom, the agent in our BrightTech story. Only one of them is really good customer service language. The others have problems, for example they sound like excuses or they do not show enough understanding. After you listen, you will write your own short response to Maria. You will use some of the key chunks from this lesson, such as "I am very sorry about the trouble this has caused" and "I completely understand that this is frustrating". Remember, you can show empathy **even if it is not your personal fault**. You are saying sorry on behalf of the company, and you are thanking the customer for telling you about the problem.

Why empathy and apology matter.

When a customer complains, they usually want two things:

1. A solution (a new item, a refund, a faster delivery).
2. Emotional recognition – they want to feel that you understand and care.

You can show emotional recognition with short empathy and apology phrases. Here are some useful chunks you can adapt for many situations:

• "I am very sorry about the trouble this has caused."
• "I completely understand that this is frustrating."
• "Thank you for telling us about this problem."
• "I would feel the same in your situation."
• "Let me check what happened with your order."

Notice how these phrases do three jobs:

• say sorry;
• show you understand the customer’s feelings;
• move towards action.

Three different responses.

In the audio below, you will hear three possible responses that Tom could say after Maria explains her complaint. Listen carefully and decide which response is the best for customer service.

As you listen, ask yourself:

• Does the agent say sorry clearly?
• Does the agent show empathy?
• Does the agent avoid excuses and move towards action?

After listening, you will write 2–3 sentences as if you are Tom, answering Maria politely. You should:

• include one apology phrase (for example, "I am very sorry about...");
• include one empathy phrase (for example, "I completely understand that this is frustrating.");
• add one action phrase (for example, "Let me check what happened with your order.").

Try to keep your sentences simple, friendly and natural.

Practice & Feedback

First, listen to the three possible responses in the audio resource. Decide which one sounds most professional and helpful to you.

Then, write 2–3 full sentences as if you are the agent speaking to Maria after she explains her complaint. Your sentences should:

• start with a clear apology;
• include empathy, showing you understand her frustration;
• move to action, for example by saying you will check the order.

Try to use at least two phrases from the list in the screen content (for example, "I am very sorry about the trouble this has caused", "I completely understand that this is frustrating", "Thank you for telling us about this problem"). Aim for around 35–50 words in total.

3. Using calm, neutral language without blame.

You have now shown empathy and apologised to Maria. The next step is often to explain, at least briefly, what seems to have gone wrong. This part is dangerous. Many agents start to sound defensive. They blame the courier, the warehouse, the system or sometimes even the customer. When we blame, the customer usually becomes more angry, not less. In this block, we will practise using **neutral, calm language** to describe the situation. Instead of saying, "You gave us the wrong address", we can say, "It seems the address in our system is a bit different." Instead of, "You must wait", we can say, "We need a little more time to sort this out for you." Softening words like "seems", "a bit" and "a little" make your English more polite. You will see some examples of very direct sentences and better versions that are more professional. Then you will rewrite some direct sentences about Maria’s case in a softer way, using phrases like "it looks like", "there seems to be" and "unfortunately". This will help you sound calm and helpful, even when the situation is difficult.

Avoiding blame in explanations.

After you apologise and show empathy, you may need to explain what is happening. It is important to do this without blaming the customer, your colleagues or your company.

Look at these pairs of sentences:

Notice the softening words and phrases:

• it seems, it looks like, there seems to be;
• a bit, a little;
• unfortunately;
• focusing on solutions: "Let us see what we can do to fix this today."

These expressions keep the tone calm and professional.

Applying this to Maria’s case.

Imagine Tom checks the system. He sees that the courier had a delay, and the parcel was in the local depot for three days. The packaging is damaged, but we do not know exactly where this happened.

A very direct explanation might be:

> "The courier delayed your parcel and they damaged the box."

A softer, neutral version could be:

> "It looks like there was a delay with the courier, and unfortunately the box was damaged during transport. I am very sorry about this."

In the activity, you will rewrite some direct sentences about Maria’s complaint using neutral, soft language like in the examples above.

Practice & Feedback

Read the three direct sentences in the resource carefully. They all describe parts of Maria’s situation, but the tone is too strong or sounds like blame.

Your task is to rewrite each sentence in a softer, more neutral way. Use helpful phrases from the screen, such as:

• It seems... / It looks like... / There seems to be...
• a bit / a little;
• unfortunately;
• and solution language like "Let us see what we can do to fix this today."

Write three new sentences, one for each original sentence. Try to keep all the important information, but change the tone. Aim for a total of 40–50 words. Imagine you are speaking to Maria on the phone in a calm, professional voice.

4. Offering simple solutions and options.

Once you have understood the complaint, apologised and explained the situation calmly, the customer wants to know one thing: what can you do to fix this? In this block, we will practise offering simple solutions or options to Maria. At BrightTech, there are clear rules for delivery and damage problems. For a damaged item, the customer can usually choose a free replacement or a refund. If the customer decides to keep a slightly damaged item, they may receive a small discount on the price or a discount on their next order. Your job is to explain these options in simple, polite English. You will see some useful patterns such as, "We can replace the item or offer you a refund" and "Would a discount on your next order be helpful?". You will also practise checking if the customer accepts your solution, with phrases like, "Does this solution work for you?". In the activity, you will read a short description of BrightTech’s policy for Maria’s case. Then you will write a short message to Maria, offering **two clear options** and asking her which one she prefers. This will help you move from emotion to action in a structured way.

Moving from problem to solution.

After empathy and explanation, it is time to offer a practical solution. Clear options help the customer feel that you are taking action.

Here are some useful chunks from this lesson’s phrase bank:

• "We can replace the item or offer you a refund."
• "Would a discount on your next order be helpful?"
• "Let us see what we can do to fix this today."
• "I will do my best to sort this out for you."
• "Does this solution work for you?"

BrightTech’s policy for Maria’s case.

For late and damaged deliveries, BrightTech offers these options:

1. Free replacement of the same item with fast delivery.
2. Full refund to the original payment method.
3. If the customer keeps the damaged item but it still works: a 20% discount on this order or a discount on the next order.

Model solution language.

Here is how Tom could offer options to Maria:

> "We can replace the headphones for you with free express delivery, or we can offer you a full refund if you prefer not to keep them. If you decide to keep this pair, we can give you a 20% discount on this order. Which option would be best for you?"

Notice the structure:

1. Short reminder of the action: "We can replace..."
2. Second option with "or".
3. Extra option if appropriate.
4. A check question: "Which option would be best for you?" / "Does this solution work for you?"

In the task, you will create your own short solution message for Maria using this structure.

Practice & Feedback

Read the policy text in the resource to remind yourself what BrightTech can offer Maria in this situation.

Now imagine you are Tom, speaking to Maria on the phone or writing to her in a short message. Write 3–4 sentences that:

• offer two clear options (for example, replacement and refund, or refund and discount);
• use at least one phrase from the chunk bank, such as "We can replace the item or offer you a refund" or "Would a discount on your next order be helpful";
• finish with a check question, for example "Does this solution work for you" or "Which option would you prefer".

Aim for around 45–60 words. Focus on being clear, polite and positive, not long or complicated.

5. Handling the complaint in live chat.

So far, we have followed Maria’s case on the phone. In many real jobs, customers also contact you by live chat or messaging. The language is similar, but the style is a little shorter and more direct. In this block, you will handle Maria’s complaint in a chat window. Imagine that after the phone call, Maria is still unsure and opens a live chat on the BrightTech website. She writes that she is unhappy about the delay and the damaged headphones. You are the agent who replies. In the on-screen example, you will see a short chat between another agent and a different customer. Notice how the agent uses **short messages**, one idea per line, but still includes empathy, apology and solutions. Then, in the activity, you will answer Maria in a similar chat style. You will write several short turns as the agent, such as, "I am very sorry about the trouble this has caused" and "Let us see what we can do to fix this today". You should also offer options and finish by checking if the solution is acceptable. This is a chance to combine everything from the lesson in a realistic, chat-style conversation.

Chat style with upset customers.

In live chat, messages are usually shorter than in email or on the phone, but the basic structure is the same:

1. Greet the customer.
2. Apologise and show empathy.
3. Ask a quick question or confirm the problem.
4. Offer options or explain next steps.
5. Check if the solution is OK and close politely.

Here is an example chat with a different customer at BrightTech:

> Customer: Hi, I’m really upset. My charger still hasn’t arrived.

>

> Agent: Hello, thank you for contacting BrightTech. I am very sorry about the delay with your charger.

>

> Agent: I completely understand that this is frustrating.

>

> Agent: Let me just check your order. Could you give me your order number, please?

>

> Customer: It’s BT49302.

>

> Agent: Thank you. It looks like there was a problem with the courier.

>

> Agent: We can send you a new charger today with express delivery, or we can offer you a full refund.

>

> Agent: Which option would be best for you?

Notice how the agent:

• keeps each message short and clear;
• uses empathy: "I am very sorry", "I completely understand";
• uses neutral language: "It looks like there was a problem with the courier";
• moves quickly to solutions and a clear question.

In the next task, you will reply to Maria in chat format. You will see her first message, and you will write several agent messages in response.

Practice & Feedback

Read Maria’s first message in the chat carefully. Then reply as the agent.

Write your answer as a short chat conversation with 3–5 lines. Start each of your lines with Agent:. For example:

Agent: Hello Maria, thank you for contacting BrightTech.

In your chat turns you should:

• greet Maria and thank her for contacting you;
• apologise and show empathy using at least one phrase from this lesson (for example, "I am very sorry about the trouble this has caused");
• use calm, neutral language, not blame;
• offer one or two options to fix the problem;
• finish with a short question to check if your solution works for her.

Aim for a total of 50–70 words across all your messages.

6. Writing a full reply to a complaint email.

You have practised different parts of handling Maria’s complaint: understanding the problem, showing empathy, explaining calmly and offering solutions, both on the phone and in chat. Now it is time for a small final performance. In many companies, customers also send complaints by email. Written replies are very important, because they can be read again and shown to managers. In this block, you will write a complete email reply to Maria about her late and damaged headphones. You will see Maria’s original email on the screen. She explains what happened and how she feels. Your job is to answer as a professional BrightTech agent. In your email, you should: - thank Maria for contacting you and apologise for the problem; - show empathy and recognise her frustration; - give a short, neutral explanation of what seems to have gone wrong; - offer simple options, for example a replacement, a refund or a discount; - check if the solution is acceptable and close politely. Try to reuse the useful chunks from this lesson, like "I am very sorry about the trouble this has caused", "I completely understand that this is frustrating", "We can replace the item or offer you a refund" and "Does this solution work for you?". This email will bring together everything you have learned about handling simple complaints in a calm, structured way.

Bringing it all together in an email.

A good complaint reply email usually has a clear structure:

1. Greeting and thanks
2. Apology and empathy
3. Short, neutral explanation (if needed)
4. Options or next steps
5. Check and closing

Here is a very short model reply to a different customer:

> Dear Mr Khan,

> Thank you for contacting BrightTech about your recent order. I am very sorry about the trouble this delay has caused and I completely understand that this is frustrating.

> It looks like there was a problem with the courier on this delivery. We can send you a replacement with free express shipping, or we can offer you a full refund if you prefer. Does this solution work for you?

> Kind regards,

> Emily, BrightTech Customer Service

Notice how the email uses:

• apology and empathy together;
• neutral language: "It looks like there was a problem";
• clear options: replacement or refund;
• a checking question: "Does this solution work for you?".

In the task, you will write a similar email, but this time to Maria Lopez about her late and damaged headphones.

Use this mini checklist while you write:

• [ ] Greet the customer by name.
• [ ] Say thank you for the email.
• [ ] Apologise and show empathy.
• [ ] Briefly explain what seems to have happened (without blame).
• [ ] Offer two options (for example, replacement and refund, or refund and discount).
• [ ] Ask if the solution works for her.
• [ ] Close politely with your name and role.

Aim for 100–130 words. Keep your sentences short and clear.

Practice & Feedback

Read Maria’s complaint email in the resource. Then write a full reply email from a BrightTech customer service agent.

Your email should:

• start with a greeting, for example "Dear Ms Lopez";
• thank her for contacting BrightTech;
• apologise and show empathy (you can use phrases like "I am very sorry about the trouble this has caused", "I completely understand that this is frustrating");
• give a short, neutral explanation of what seems to have happened (you can use "It looks like" / "It seems");
• offer two clear options to fix the problem (for example, free replacement, full refund, or discount if she keeps the item);
• include a question to check if the solution is acceptable (for example, "Does this solution work for you" or "Which option would you prefer");
• close politely with your name and job title.

Aim for 100–130 words. Write it as you would in a real job.