{"id":23589,"date":"2020-05-14T17:18:26","date_gmt":"2020-05-14T15:18:26","guid":{"rendered":"https:\/\/global-exam.com\/blog\/?p=23589"},"modified":"2021-05-17T18:09:26","modified_gmt":"2021-05-17T16:09:26","slug":"confronting-a-dissatisfied-customer-in-english","status":"publish","type":"post","link":"https:\/\/global-exam.com\/blog\/en\/business-english-confronting-a-dissatisfied-customer-in-english\/","title":{"rendered":"Confronting a dissatisfied customer in English"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:calc( 1400px + 0px );margin-left: calc(-0px \/ 2 );margin-right: calc(-0px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-1\"><p><span style=\"font-weight: 400;\">Anyone working in business will need to deal with <strong>an unhappy and dissatisfied client<\/strong> at some time or other and it can be quite a challenge! Knowing what to say can have a real effect on the outcome. <strong>The<\/strong> <strong>right phrases said in the right way can turn a dissatisfied customer into a satisfied and happy one<\/strong>. It&rsquo;s important to handle difficult customers professionally and with respectful language, which is why it\u2019s so important to learn the correct <a href=\"https:\/\/global-exam.com\/en\/business-english\">business English<\/a> language phrases for these situations. Learning how to stay calm under pressure will also be very useful!<\/span><\/p>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-0{width:100% !important;margin-top : 0px;margin-bottom : 0px;}.fusion-builder-column-0 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 0px;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 0px;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-0{width:100% !important;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 0px;margin-left : 0px;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-0{width:100% !important;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 0px;margin-left : 0px;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-1{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:calc( 1400px + 0px );margin-left: calc(-0px \/ 2 );margin-right: calc(-0px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div style=\"text-align:center;\"><style type=\"text\/css\">.fusion-button.button-1 .fusion-button-text, .fusion-button.button-1 i {color:#ffffff;}.fusion-button.button-1 .fusion-button-icon-divider{border-color:#ffffff;}.fusion-button.button-1:hover .fusion-button-text, .fusion-button.button-1:hover i,.fusion-button.button-1:focus .fusion-button-text, .fusion-button.button-1:focus i,.fusion-button.button-1:active .fusion-button-text, .fusion-button.button-1:active{color:#fe6c35;}.fusion-button.button-1:hover .fusion-button-icon-divider, .fusion-button.button-1:hover .fusion-button-icon-divider, .fusion-button.button-1:active .fusion-button-icon-divider{border-color:#fe6c35;}.fusion-button.button-1:hover, .fusion-button.button-1:focus, .fusion-button.button-1:active{border-color:#fe6c35;}.fusion-button.button-1 {border-color:#ffffff;border-radius:25px;}.fusion-button.button-1{background: #ff9800;}.fusion-button.button-1:hover,.button-1:focus,.fusion-button.button-1:active{background: #ffaa2b;}.fusion-button.button-1 .fusion-button-text {text-transform:uppercase;}<\/style><a class=\"fusion-button button-flat button-large button-custom button-1 fusion-button-span-no fusion-button-default-type\" target=\"_blank\" rel=\"noopener noreferrer\" href=\"https:\/\/auth.global-exam.com\/register\"><span class=\"fusion-button-text\">Test my level for free<\/span><\/a><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-1{width:100% !important;margin-top : 30px;margin-bottom : 60px;}.fusion-builder-column-1 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 0px;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 0px;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-1{width:100% !important;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 0px;margin-left : 0px;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-1{width:100% !important;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 0px;margin-left : 0px;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-2{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:calc( 1400px + 0px );margin-left: calc(-0px \/ 2 );margin-right: calc(-0px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-2\"><h2>Listening to complaints<\/h2>\n<p><span style=\"font-weight: 400;\">If your client is particularly upset, it\u2019s best to speak slowly and calmly in a soft voice to help lower everybody\u2019s stress levels and ensure that the situation does not escalate into something more serious. Sometimes just listening to your client until they have said everything they want to say is the key to diffusing the situation.\u00a0 A few timely phrases will show that you\u2019re keen to help them with their problems:<\/span><\/p>\n<ul>\n<li><b><i>Let&rsquo;s go over what happened.<\/i><\/b><\/li>\n<li><b><i>Please tell me what you\u2019re upset about.<\/i><\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">These phrases will let them know that you&rsquo;re ready to listen. Make sure you do listen as there\u2019s no need to solve the situation right away, or to start shouting out solutions. Let them tell you what happened and then tell them you are going deal with the problem.<\/span><\/p>\n<ul>\n<li><b><i>OK, I understand and I\u2019m going to look into this immediately.<\/i><\/b><\/li>\n<li><b><i>I can see why you\u2019re upset but don\u2019t worry, I\u2019m going to sort this out.<\/i><\/b><\/li>\n<li><b><i>I\u2019ll get back to you later today.<\/i><\/b><\/li>\n<\/ul>\n<p><img class=\"aligncenter size-medium wp-image-23590\" src=\"https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english-300x200.jpeg\" alt=\"Learn how to deal with a dissatisfied customer in English.\" width=\"300\" height=\"200\" srcset=\"https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english-200x133.jpeg 200w, https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english-300x200.jpeg 300w, https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english-400x267.jpeg 400w, https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english-600x400.jpeg 600w, https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english-768x512.jpeg 768w, https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english-800x533.jpeg 800w, https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english-1024x682.jpeg 1024w, https:\/\/global-exam.com\/blog\/wp-content\/uploads\/2020\/05\/dissatisfied-customer-english.jpeg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Sometimes, despite your efforts to calm the situation, things will escalate and the client may start shouting.\u00a0 If this happens you will need to be assertive and ask them to calm down:<\/span><\/p>\n<ul>\n<li><b><i>I\u2019m sorry but I can\u2019t help you until you\u2019ve calmed down.<\/i><\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You may even need to walk away from the situation to give them time to cool down.<\/span><\/p>\n<h2>Clarifying the problem and showing understanding<\/h2>\n<p><span style=\"font-weight: 400;\">Once your client has told you what happened, it\u2019s a good idea to ask questions to make sure that you&rsquo;ve identified the problem correctly. Repeat the problem back to your customer to show you have understood and to allow them to correct you if necessary.\u00a0 Using a calm voice you can use clarifying language such as:<\/span><\/p>\n<ul>\n<li><b><i>I understand why you\u2019re upset. It\u2019s because we didn&rsquo;t\u2026<\/i><\/b><\/li>\n<li><b><i>I understand why you&rsquo;re upset. I would be too. I&rsquo;m very sorry that we didn&rsquo;t\u2026<\/i><\/b><\/li>\n<\/ul>\n<h2>Apologising<\/h2>\n<p><span style=\"font-weight: 400;\">If mistakes have been made, then an apology will go a long way to making your customer feel contented again:<\/span><\/p>\n<ul>\n<li><b><i>I\u2019m really sorry this has happened.<\/i><\/b><\/li>\n<li><b><i>I sincerely apologise for what\u2019s happened.<\/i><\/b><\/li>\n<li><b><i>I\u2019m sorry that you feel this way. I\u2019m going to look into this and help you.<\/i><\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">After you apologise, you\u2019ll need to think about what you can do to make your customer want to do business with you again.<\/span><\/p>\n<h2>Finding a solution<\/h2>\n<p><span style=\"font-weight: 400;\">Once you have had time to think about what has happened, it\u2019s time to tell your client what you are going to do to correct the situation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you&rsquo;re not sure you know what your client wants from you, or if they show displeasure with your proposed solution, then ask them to tell you what they would like to happen. This will make them feel empowered and even if it is not possible to do everything they ask, you should be able to at least do some of it.<\/span><\/p>\n<ul>\n<li><b><i>I\u2019ve had a look at the situation and I am going to..<\/i><\/b><\/li>\n<li><b><i>If my solution doesn&rsquo;t work for you, I&rsquo;d love to hear what will make you happy.<\/i><\/b><\/li>\n<li><b><i>If it&rsquo;s in my power I&rsquo;ll get it done, and if it&rsquo;s not possible, we can work on another solution together.<\/i><\/b><\/li>\n<\/ul>\n<h2>Following up<\/h2>\n<p><span style=\"font-weight: 400;\">Once the situation has been resolved, follow up with your client shortly after to make sure that they are completely happy with the resolution. In these difficult situations it\u2019s often best to do more than the client asks for or expects. Apologies, discounts and having some personalised service are quite common tactics:<\/span><\/p>\n<ul>\n<li><b><i>I\u2019d like to apologise once more and I\u2019ll be getting a member of our team to call you later today to rectify this\u2026<\/i><\/b><\/li>\n<li><b><i>I\u2019d like to offer you a 50% discount off your next order.<\/i><\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Remember to keep in contact with your customer and give them some extra care and attention. There\u2019s only one thing worse than a dissatisfied client and that\u2019s a client who is dissatisfied and angry for the second time!<\/span><\/p>\n<p>Also learn <a href=\"https:\/\/global-exam.com\/en\/business-english\/general-skills\/reception-events\">how to greet a business customer in English<\/a>!<\/p>\n<h2>What is the Business English course and how can it help me?<\/h2>\n<p><span style=\"font-weight: 400;\">As well as dealing with difficult customers there are a wide range of other situations that occur in workplace environments. <\/span><span style=\"font-weight: 400;\">The GlobalExam Business English course is an <strong>online language training course<\/strong> that deals with many such situations including <\/span><span style=\"font-weight: 400;\">meetings, telephone calls, management issues, business correspondence, recruitment and marketing.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>Language specific to particular career paths<\/strong> such as customer services, Human Resources, sales, purchasing, tourism, banking and logistics is also covered. Start improving your English by taking o<\/span>ur <a href=\"https:\/\/global-exam.com\/en\/business-english\/job-skills\/customer-service\">online English course on the CSM sector<\/a>.<\/p>\n<p><span style=\"font-weight: 400;\">The GlobalExam business course deals with<strong> hundreds of different situations<\/strong> and includes training videos using our team of native English speakers. Course participants can follow along with the dialogues by reading transcripts and they do related activities to ensure they have understood properly and know how to use the phrases confidently and accurately. There are <strong>practical skills<\/strong> to be learned including the chance to create a professional CV (resume) in English too.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are <strong>three levels on the course:<\/strong> beginner, intermediate and advanced and there is a level test to determine which course is most suitable for each candidate. Once completed successfully, participants receive a certificate to demonstrate their hard work. So, if you want to learn how to deal with any business situation don\u2019t delay, sign up for the Business Course today!<\/span><\/p>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-2{width:100% !important;margin-top : 0px;margin-bottom : 0px;}.fusion-builder-column-2 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 0px;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 0px;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-2{width:100% !important;}.fusion-builder-column-2 > .fusion-column-wrapper {margin-right : 0px;margin-left : 0px;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-2{width:100% !important;}.fusion-builder-column-2 > .fusion-column-wrapper {margin-right : 0px;margin-left : 0px;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-3{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":24,"featured_media":23364,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[5014],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.2.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Confronting a dissatisfied customer in English - GlobalExam Blog<\/title>\n<meta name=\"description\" content=\"Sometimes it can happen that you have to deal with a dissatisfied customer in English for a service or product. 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