Business A2 · Unit 7 · The customer conversation
A2·7B. When something goes wrong: handling complaints professionally
A2+/B1 · 60–70 min · Business English
Unit 7 · Quote
"A complaint handled well can keep a customer for ten years. Handled badly, it loses ten customers in a week."
Lesson goals
By the end you will…
- Handle a customer complaint end-to-end: acknowledge, investigate, propose, confirm.
- Use past simple vs present perfect to describe what has and hasn't been done, and what happened when.
- Estimate the real cost of a poor complaint experience and defend a recovery plan.
Important notes
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