Partner A
Easier: Do you often speak to angry customers? Why or why not?
An angry client calls – what are your first three sentences?
More challenging: How might a well-handled complaint actually improve customer loyalty in the long run?
Jamesleads the live roundsAvalern · by SimmondsB25 min · English
Customer complaints in English: vocabulary, dialogue and typical phrases
Editorially responsible: James Simmondspublished 5 Oct 2026AI-generated text (learn more – how we use AI on these pages)
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Customer complaintsB2 – Practise speaking English: a conversation about handling customer complaints (level B2)PresentationsB2 – Practise speaking English: a conversation about giving presentations (level B2)Polite disagreementB1 – Practise speaking English: a conversation about agreeing and disagreeing politely (level B1)Sorry, could you say that again?Give me a second to think.How do you say … in English?
Question of the day
According to the podcast, what should you do if a quick fix isn't possible?
Show the answer – Open the answer to the question of the day
Correct answer: Look into the matter first.
You can find the answer in the English introduction.
Listen to the introduction
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Transcript
Hi, I'm Theo, and this is a two-minute conversation starter. Today: handling a customer complaint. Nobody likes getting angry phone calls, but complaints are a normal part of business. When things go wrong, it is essential to stay calm – Jump to the vocabulary entry for stay calm and listen carefully. Don't take it personally. Instead, try to understand the problem fully before you offer a solution – Jump to the vocabulary entry for offer a solution. Sometimes, a quick fix isn't possible, and you need to look into the matter – Jump to the vocabulary entry for look into the matter first. In that case, assure the customer that you will find out what happened. You could say, "We would like to express our apologies – Jump to the vocabulary entry for express our apologies for any inconvenience caused." A sincere apology can completely change the mood. Once you resolve the issue – Jump to the vocabulary entry for resolve the issue, the customer might even trust your company more than before. How do you usually deal with a complaint – Jump to the vocabulary entry for deal with a complaint at work?
Vocabulary
- deal with a complaint/ˌdiːl wɪð ə kəmˈpleɪnt/
- Meaning: To respond to an unhappy customer and try to solve their problem.
- Example: Managers often have to deal with a complaint when a project is delayed.
- stay calm/ˌsteɪ ˈkɑːm/
- Meaning: To remain quiet and peaceful, especially in a difficult situation.
- Example: It can be difficult to stay calm when someone is shouting at you.
- offer a solution/ˌɒf.ər ə səˈluː.ʃən/
- Meaning: To suggest a way to fix a problem.
- Example: We should always offer a solution that makes the client happy.
- look into the matter/ˌlʊk ˈɪn.tə ðə ˌmæt.ə/
- Meaning: To investigate or try to discover the facts about a situation.
- Example: I will look into the matter and call you back this afternoon.
- express our apologies/ɪkˌspres aʊər əˈpɒl.ə.dʒiz/
- Meaning: To formally say sorry for something that went wrong.
- Example: We wrote a letter to express our apologies for the damaged goods.
- resolve the issue/rɪˌzɒlv ði ˈɪʃ.uː/
- Meaning: To find a satisfactory end to a problem or difficulty.
- Example: The IT department managed to resolve the issue within an hour.
Dialogue
- SarahMark, I just had a really difficult call with a client.
- MarkOh no. Did you manage to stay calm?
- SarahBarely! Their delivery is three days late, and they were furious.
- MarkThat's stressful. Did you offer a solution?
- SarahNot yet. I told them I need to look into the matter first to see where the parcel is.
- MarkGood idea. Once you know what went wrong, you can call them back.
- SarahExactly. I'll also express our apologies for the delay.
- MarkI'm sure you'll resolve the issue quickly. Let me know if you need help.
Questions for your conversation
Partner B
Easier: Is it easy for you to stay calm during an argument? Why or why not?
What is the most common reason for complaints in your industry?
More challenging: How much freedom should employees have to offer a replacement or change a delivery date without asking a manager?
Partner A
Easier: Do you prefer writing emails to making phone calls? Why or why not?
How do you show empathy when someone is upset on the phone?
More challenging: In what situations might it be necessary to refuse a customer's demand despite their complaint?
Useful phrases
- I completely understand why you are frustrated.
- Please accept my sincere apologies for the delay.
- I will look into the matter immediately.
- Let me find out exactly what happened.
- What can we do to make this right?
- I assure you that we will resolve the issue.
Topic quiz
Five quick questions check vocabulary and listening comprehension.
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