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