When something goes wrong: handling complaints — Workbook
1. Vocabulary in context
Complete each sentence with ONE word or phrase from the box. Two items are extra.
- First, I need to drop that this isn't the experience you should have had.
- Let me drop this and get back to you within the hour.
- By way of a drop , we'd like to offer you a 15% credit on your next invoice.
- Once we identify the drop , we can prevent this from happening again.
- If I can't resolve this at my level, I'll drop to my manager.
- Within 48 hours you'll receive a written drop with specific commitments.
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2. Past simple vs present perfect
Write the correct form of the verb.
- The invoice ___ (arrive) last Thursday, but we ___ (not manage / yet) to process it.
- I ___ (just / speak) to the warehouse — they ___ (dispatch) the replacement this morning.
- We ___ (be) a customer of yours since 2019, and this ___ (happen) three times in the last twelve weeks.
- Yesterday morning I ___ (send) the corrected invoice, and I ___ (just / check) that it landed.
- I'm sorry — I ___ (not receive / yet) your email.
- Last Friday your late delivery ___ (cost) us a contractual penalty.
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3. Which sentence is more appropriate for a complaint call?
Choose the more professional option.
You want to acknowledge the problem.
You want to buy time to investigate properly.
You want to introduce a goodwill gesture.
You want to commit in writing.
You want to close with a recap.
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4. Find and fix the mistake
Each sentence has ONE mistake. Rewrite it correctly.
- I have called you yesterday.
- We didn't received the invoice yet.
- This has happened three times last month.
- I have just to speak to the warehouse.
- We are a customer since 2019.
- By way of apologise, we offer a credit.
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5. Listening — the same mistake three times
Camila (procurement) calls Victor (account manager) about repeated labelling errors. Listen (or read the transcript) and answer.
- What is Camila complaining about?
- How does Victor acknowledge the complaint?
- What two things does Victor commit to on the call?
- What does Camila want in writing, and what happens if nothing changes?
Show transcript
Camila:Victor, I'll be direct. Three shipments in a row have arrived with the wrong labels. My warehouse team is relabelling boxes by hand again this morning.
Victor:Camila, that is not the service we promise, and I completely understand how annoying that is. Bear with me one moment while I open your file.
Camila:Take your time.
Victor:Right — I can see it: the twelfth, the nineteenth and yesterday. All three with labels from the old product codes. I'm not going to explain that away. It's a process problem, not bad luck.
Camila:Thank you for being honest about it.
Victor:Here's what I'd like to do. I've just written to the packing supervisor, and we're having a call this afternoon to find out where the old codes are still in the system. And for the trouble, we'll relabel your current stock at our cost and put a ten per cent credit on the last invoice.
Camila:That helps. But I need it in writing.
Victor:Of course. Within forty-eight hours you'll get an action plan with the cause and the dates. Just to confirm: call today, relabelling at our cost, ten per cent credit, plan in writing by Thursday.
Camila:Agreed. And Victor — if the next two shipments are wrong, I move half my orders to another supplier.
Victor:Understood. Then let's make sure the next two are right.
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6. Writing — written complaint response (100–120 words)
Write the written follow-up email Tiago sends Sofia after the call. Include: a one-sentence acknowledgement, a summary of the actions already taken (present perfect) and last week's penalty (past simple), the goodwill gesture, the written action-plan commitment with a deadline, and an invitation to reply. Use at least ONE 'Just to confirm…' recap.
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7. Reading & discursive reflection
Re-read the classbook article 'Why sorry isn't enough'. Then answer in 100–130 words.
- The article claims that a well-handled complaint can build MORE loyalty than a smooth first experience — but that this stops being true from the second recurrence of the same problem. In your workplace, does the second complaint on the same topic reach the people who could actually fix the root cause? What would you change?
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