¿Customer service in english? What’s that?

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Author: Ariana Abraham

Is your company encouraging customer loyalty?  Do your clients feel comfortable when they speak to your company staff in English?

Statistics shows Proficient English Communication has a great impact when closing deals in business and it is a sign of high level of professionalism. This is the reason why today I am going to share with you this article on how to deal with complaints in English.

In this section number, we we will see three steps how to handle with client’s complaints

1. Listen with interest and empathy

You may not agree with the client or maybe it was not your fault but the client wants to express his frustration. I recommend you to use the following phrases:

  • I see your point/ I understand
  • Veo tu punto de vista/ Entiendo
  • I can appreciate that
  • Puedo entender lo que me dice
  • Thank you for pointing that out
  •  Gracias por señalar este punto

2. Apologize and take responsibility on behalf of the company

Clients need to be calmed down. Show that you are really sorry not only with your words but also with your face. Never say: » It ‘s not my fault» No es mi culpa or «This must be a misunderstanding» Esto tiene que ser un malentendido. These would make things worse.  Use expressions like:

  • I’m terribly sorry about that.
  • Estoy realmente apenado por esto
  • I’m sorry for the inconvenience that this caused you
  •  Lamento el inconveniente ocasionado
  • Please accept my apologies.
  • Por favor acepte mis disculpas

3. Take action:

Now the client wants to hear how you are going to solve the problem

  • I am so sorry that you feel this way, Mrs.Smith
  • Siento que se sienta así  señora Smith
  • I really appreciate this feedback, Mrs.Smith
  • Agradezco su comentario señora Smith.
  • As a solution, here you have some vouchers for lunch. Sorry for the inconvenience caused.
  • Como solución, aquí tiene unos vales para la comida. Lamentamos las molestias ocasionadas.
  • I understand  how you  feel.  I am calling now to send you some clean towels to your room.
  • Entiendo cómo se siente. Estoy llamando ahora para que le envíen toallas limpias a su habitación.
  •  What I’m doing right now is to talk with……..
  •  Lo que estoy haciendo ahora es hablar con……

4. Client’s compensation:

Discount on the quotation/ bill                         descuento en el presupuesto/ factura

free treatment                                                       tratamiento gratis

Free parking car/ car park                                  aparcamiento gratis

In section number 2, I will give you some tips to be successful with client’s complaint

Tip 1

Use the word «I» more than » We» to help the client understand you are a real person.

Tip 2

Avoid negative  language for example ”no” , “problem” and use words like   “yes” or


Tip 3

Never tell the client you are upset or you’re angry.

Tip 4

It’s better to say » I’m calling» instead of » I will call » llamaré . Present continuous shows more immediacy than the future simple. And you are informing the client about your immediate actions.

Tip 5

You should show empathy to the client and agree with him.  “If that happened to me, I would also be angry”. Si eso me pasara a mi, yo también estaría enfadado.

Tip 6

Never interrupt the client when he is talking.

Tip 7

Never talk with a flat tone.  The client could think you are not interested in his problem. You need to sound sincere in your apology

Tip 8

Smile. This will help to have a positive attitude. And the client will perceive you have a good attitude to help him.

In section number 3, you will hear a complaint and you will have to reply to it: For example:

A– Excuse me! There is a fly in my soup.     Disculpe hay una mosca en mi sopa.

B– I’m very sorry about that.                           Lo lamento mucho.

A– Could you bring me a new bowl?             ¿Me podría traer otro bowl?

B– Certainly, one moment please please        Claro, un momento por favor

 Situation 1:

A– The behaviour of your staff is unacceptable.   El comportamiento de su equipo es inaceptable


B– I appreciate this feedback madam/sir and I’m sorry that you feel this way. I’m checking with the right department and taking  action. I’m contacting you in 24 hours for a follow up.

Le agradezco tu comentario señora y lamento que se sienta así. Estoy verificando con el departamento correspondiente y comando acción. La estaré contactando en 24 horas para un seguimiento.

Situation 2:

A– That ‘s not what it says on your website.                   Eso no es lo que dice la web


B– I’m sorry to hear this. I would like to help you with this issue. Could you please give me more details of the situation?

Lamento escuchar esto. Me gustaría ayudarlo con esto. ¿Me podría dar más detalle de la situación?

A– In your website says the shipment of the product is free. But, this concept was charged on my invoice.

En su website dice que el envío del producto es gratis. Pero, este concepto se cargó en mi factura.

B– I’m  very sorry about the inconvenience. I’m speaking with the right department about your money refund. This will be reflected on your bank account in 24 hours.

Lamento mucho el  inconveniente. Estoy hablando con el departamento correspondiente para devolverle el dinero. Esto se reflejará en su cuenta en 24 horas.

Situation 3:

A– The food is cold and salty.               la comida está fría y salada

B– I’m terribly sorry about that. As a solution, I’m bringing you a new course and this is on the house.

Lo lamento mucho. Como solución, le estoy trayendo un nuevo plato el cual no se le cobrará.

Situation 4:

A– My room does not have a sea side view        Mi habitación no tiene vistas al mar

B– Madam/ sir I’m afraid that you have booked ……   Señora/ señor me temo que usted ha reservado…

I wish I could give you a sea side view room but…  Ojalá le pudiera dar una habitación con vistas al mar pero…

For this time, we are giving you a seaside room. But, please think that we are making an exception.

Por esta vez le estamos dando una habitación con vistas al mar. Pero piense que estamos haciendo una excepción.


This is all for today. I hope you have learned a lot of new expressions in English to deal with your customer’s complaints. Remember the most important thing is not to stop practicing. And you will see how much you improve with your English in very little time.

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