Handling Customer Complaints

First Business English knows that in the business world, dealing with complaints professionally is an important part of maintaining good customer relationships and protecting your company’s reputation. Whether you work in customer service, sales, or management, knowing how to handle complaints calmly and effectively is a valuable skill. For Business English learners, it’s helpful to learn useful vocabulary, polite phrases, and strategies for resolving complaints in English. In this First Business English article we look at how to deal with customer complaints and provide an example paragraph to help you get started.

Useful Vocabulary and Phrases

• To file a complaint – to report a problem officially
  “The customer filed a complaint about the delayed delivery.”

• To apologize for the inconvenience – to say sorry for causing trouble
  “We sincerely apologize for the inconvenience caused.”

• To look into the issue – to investigate or examine the problem
  “We are currently looking into the issue and will respond shortly.”

• To offer compensation – to provide something (like a refund or discount) to make up for a mistake
  “As a gesture of goodwill, we would like to offer you a 10% discount.”

• To resolve the issue – to find a solution
  “We aim to resolve all customer issues within 24 hours.”

• Unsatisfactory service / product – service or product that doesn’t meet expectations
  “The client was unhappy with the unsatisfactory service they received.”

• To follow up – to check on a situation after initial contact
  “I will follow up with you by email later today.”

Steps for Handling Complaints

1. Listen and stay calm
   Allow the customer to explain their complaint fully. Listen carefully without interrupting and stay polite, even if they are frustrated.

2. Acknowledge the complaint
   Show empathy and take the complaint seriously. Use phrases like:
   “I understand how frustrating that must be.”
   “Thank you for bringing this to our attention.”

3. Apologize and take responsibility
   Even if the problem wasn’t your personal fault, it’s important to offer a sincere apology:
   “We’re very sorry for the trouble this has caused.”

4. Investigate and offer a solution
   Say what you will do to fix the issue:
   “Let me look into this right away.”
   “We can offer a replacement or a refund—whichever you prefer.”

5. Follow up
   After the complaint is resolved, contact the customer to check they are satisfied:
   “I’m just checking to see if everything is now in order.”

Example Paragraph

Yesterday, a customer called to file a complaint about receiving the wrong product. I listened carefully, acknowledged the mistake, and apologized for the inconvenience. I promised to look into the issue immediately. After checking with our warehouse, I discovered the wrong item had been sent due to a packing error. I offered to send the correct product express delivery and included a 15% discount as compensation. The customer was pleased with the solution. I followed up today to confirm they received the package and were satisfied. Handling the situation professionally helped us maintain the customer’s trust.

Conclusion

Handling complaints in a business context requires patience, empathy, and strong communication skills. Using clear and polite English phrases helps you respond professionally and keep your customers happy. For B2 learners, practicing vocabulary like “resolve an issue,” “offer compensation,” and “follow up” will help you become more confident in dealing with difficult situations and maintaining positive business relationships. To learn more simply book a lesson with us at First Business English.