Vocabulary
To focus on or become an expert in one specific area or skill.
Specialise
The act of selling goods or services in exchange for money.
Sales
Why is it important to use polite language when making complaints?
It is important to use polite language when making complaints because it shows respect and professionalism, and it increases the likelihood of a positive resolution to the issue.
She worked for a man (the man used to be an athlete)
She worked for a man who used to be an athlete
He is the artist ___ painted this picture.
who
A person who works for a company or organization in exchange for wages or salary.
Employee
To make or manufacture something, especially in large quantities.
Produce
What are some formal phrases you can use to begin a complaint letter or email?
"I am writing to express my dissatisfaction with..."
"I am writing to bring to your attention..."
They called a lawyer (the lawyer lived nearby)
They called a lawyer who lived nearby
That's the man ___ car was burnt.
whose
Being located or founded in a particular place.
Based
To give or supply something that is needed or desired.
Provide
How can you provide specific details about the problem in a formal complaint?
You can provide specific details about the problem by describing what happened, when it occurred, and how it affected you.
She loves books (the books have happy endings)
She loves books that have happy endings
This is the bay ___ we go diving.
where
A person, company, or organization that is trying to win or achieve the same thing as another.
Competitor
What are some formal ways to "Express sincere regret" towards a customer.
I am terribly sorry to hear about that...
We sincerely apologize for the inconvenience...
Please accept our apologies...
We understand how frustrating this situation must be...
What are some examples of formal phrases for requesting a resolution to a complaint?
"I would appreciate it if you could investigate this matter and provide a solution"
"I kindly request that you take immediate action to address this issue."
I dropped a glass (the glass was new)
I dropped a glass that was new
An insect is an animal ___ has six legs.
which & that
A company that is controlled by another larger company, known as the parent company.
Subsidiary
What are some formal ways to "offer a goodwill gesture" towards a customer.
To make amends, we've credited your account with [specific amount].
We'd like to offer you [specific incentive] as a token of our appreciation.
We hope you'll accept [specific offer] as a gesture of goodwill.
To apologize for any inconvenience, we're offering you [specific perk].
How should you conclude a formal complaint letter or email?
You should conclude a formal complaint letter or email by expressing your hope for a prompt resolution and thanking the recipient for their attention to the matter. For example, "I look forward to hearing from you soon regarding the resolution of this issue. Thank you for your time and attention."
We broke the computer (the computer belonged to my father)
We broke the computer that belonged to my father
There is a river ___ we have to cross.
that & which