Matching Pairs USEFUL PHRASESOnline version Here we have some useful phrases to deal with customer complaints. Match each phrase with the function they fulfill by Lorena Florez 1 I understand… 2 Yes, I see… 3 I’d be happy to walk through all the steps you need to repair the issue 4 We’ll issue a refund immediately to resolve the issue. 5 I understand why you are upset/angry/frustrated. We are going to solve this as quickly as possible. 6 Was everything satisfactory? Do you have any other concerns? 7 I sincerely apologize. We/I/The company would like to repair the damage 8 I’m terribly sorry. We will work to resolve the problem immediately 9 Please be sure to let us know how we can help you if any other issues occur. 10 We will send a repair person immediately. Let me confirm your location. 11 Could you tell me a little more about why/how/what happened…? 12 Was the problem resolved successfully? Is there anything else we can help you with? Follow Up Listen attentively Apologize Follow Up Follow Up Take Action Take Action Listen attentively Listen attentively Take Action Apologize Apologize
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