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