Decide if each sentence below is from a complaint (C) or a reply to a complaint (R).
- 50% of the order was faulty.
- I checked and it’s been held up in customs.
- I demand a refund.
- I suggest contacting the insurance company.
- I was out of the office.
- I’ll ask my boss.
- I’ll dispatch the missing items.
- I’ll look into it.
- I’ll send you a credit note instead.
- I’m afraid it got lost.
- It isn’t our fault
- It isn’t under guarantee.
- It isn’t working.
- It was bad handling.
- My apologies. There was an air traffic controllers’ strike in Paris.
- Send me a replacement.
- Sorry.
- That isn’t in our refund policy.
- The fax was illegible.
- The reason is that they weren’t stored under the right conditions.
- There were storms last week.
- There’s nothing I can do.
- They came from the same batch.
- We agreed to payment by bank transfer.
- We can offer a partial refund.
- We won’t pay.
- You delivered the wrong quantity.
- You have made an error on the invoice.
- You haven’t replied.
- You overcharged us.
- You promised same day delivery.
- You will have to pay for the return postage.
Discuss what is wrong with all of the sentences above.
Choose one sentence above. Take turns making the sentence above longer and longer by adding language, e.g. “Sorry” to “I’m sorry” to “I’m really sorry for any inconvenience” etc. You can’t change any words, but you can add any you like. Continue until someone gives up or says something shorter, then do the same with other sentences above.
When your teacher stops you, ask about any which you are not sure how to improve. Then try to add these words to the sentences above: Absolutely/ As yet/ Claim/ Indeed/ Inform/ Momentarily/ Present/ Regret/ Seem/ Sincere/ Slight/ Straightaway/ Transit/ Unfortunately
Roleplay politely complaining and dealing with complaints on the phone and by email.
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