Handling a customer complaint

The idea

Acknowledge the issue, explain the next step and present any remedy as conditional until confirmed.

Examples

• Lamentamos que el pedido haya llegado incompleto.We are sorry that the order arrived incomplete.
• Gracias por avisarnos del problema.Thank you for telling us about the problem.
• Vamos a comprobar qué artículos faltan.We will check which items are missing.
• ¿Podría enviarnos una foto del paquete?Could you send us a photo of the package?
• Podemos estudiar un reemplazo si hay existencias.We can consider a replacement if stock is available.
• Le informaremos mañana después de revisar el caso.We will update you tomorrow after reviewing the case.

Watch out

Do not promise a replacement before checking availability.

Try it yourself

1. Choose the word that completes the sentence. ___ la demora en la entrega. (Lamentamos / Pintamos)

   Show answer or example answer

   Lamentamos

   Lamentamos: signals regret for the delay.

2. Choose the word that completes the sentence. Vamos a ___ los datos del envío. (comprobar / cantar)

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   comprobar

   comprobar: means checking the facts.

3. Choose the word that completes the sentence. ___ ofrecer otra fecha si está disponible. (Podemos / Garantizamos)

   Show answer or example answer

   Podemos

   Podemos: introduces a possible remedy.

Use it today

Respond to a damaged delivery and give a time for an update.