Languages › English as a Second Language Dealing With Complaints for ESL Customer Service Reps Customer Service Representative. Paul Bradbury / Getty Images English as a Second Language Vocabulary Basic Conversations for English Language Learners Pronunciation & Conversation Writing Skills Reading Comprehension Grammar Business English Resources for Teachers By Kenneth Beare Kenneth Beare English as a Second Language (ESL) Expert TESOL Diploma, Trinity College London M.A., Music Performance, Cologne University of Music B.A., Vocal Performance, Eastman School of Music Kenneth Beare is an English as a Second Language (ESL) teacher and course developer with over three decades of teaching experience. Learn about our Editorial Process Updated on January 21, 2020 Mistakes happen. When they do, customer service representatives often need to handle consumers' complaints. It's also important for customer service reps to gather information to help resolve the problem. The following short dialog provides some helpful phrases to deal with complaints:Customer: Good morning. I purchased a computer from your company last month. Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems.Customer Care Representative: What seems to be the problem?Customer: I'm having problems with my Internet connection, as well as repeated crashes when I try to run my word-processing software.Customer Care Representative: Did you read the instructions that came with the computer?Customer: Well, yes. But the troubleshooting section was no help.Customer Care Representative: What happened exactly?Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a replacement.Customer Care Representative: How were you using the computer when you tried to connect to the Internet?Customer: I was trying to connect to the Internet! What kind of question is that?!Customer Care Representative: I understand you're upset, sir. I'm just trying to understand the problem. I'm afraid it's not our policy to replace computers because of glitches.Customer: I bought this computer with the software pre-loaded. I haven't touched anything.Customer Care Representative: We’re sorry that you’ve had a problem with this computer. Could you bring in your computer? I promise you we'll check the settings and get back to you immediately.Customer: OK, that will work for me.Customer Care Representative: Is there anything else I need to know about this that I haven’t thought to ask?Customer: No, I'd just like to be able to use my computer to connect to the Internet.Customer Care Representative: We'll do our best to get your computer working as soon as possible.Key Vocabularycustomer service representatives (reps)gather informationresolve the problemdeal with complaintsnot our policytroubleshootglitchKey PhrasesWhat seems to be the problem?What happened exactly?I'm afraid it's not our policy to ...I promise you I'll ...Did you read the instructions that came with the ...?How were you using the ...?I understand you're upset, sir.I'm just trying to understand the problem.We’re sorry that you’ve had a problem with this product.Is there anything else I need to know about this that I haven’t thought to ask?Comprehension QuizAnswer the questions to check your understanding of the dialogue between a customer and a customer service representative. 1. When did the customer buy the computer? one month ago yesterday she hasn't purchased it yet Correct Wrong 2. How many problems is the customer having? one two three Correct Wrong The customer is having two problems: Connecting to the internet and using word-processing software. 3. If you can answer a few questions, I'm sure we'll __________ the problem soon. solution get rid of resolve Correct Wrong 4. I'm afraid it's __________ to replace computers with software problems. not the done thing not our policy not legit Correct Wrong 5. When did the customer first notice the problem? when trying to connect to the internet. when plugging in the computer while in the shower Correct Wrong 6. What suggestion does the customer service make to solve the problems? unplug the computer speak to it politely bring it in for repairs Correct Wrong 7. Could you please __________ my computer? I can't seem to get this software working properly. troubleshoot shoot-trouble sing gently to Correct Wrong 8. Once I __________ the information, I can help you solve your problem. make up identify gather Correct Wrong 9. As a customer service representative, I need to _____________ with complaints and troubleshoot software problems. get jiggy dispense deal Correct Wrong 10. Our __________________ representatives provide help for customers from around the world. administrative customer service clever Correct Wrong Dealing With Complaints for ESL Customer Service Reps You got: % Correct. Share Your Results Dealing With Complaints for ESL Customer Service Reps You got: % Correct. Share Your Results