Business B1 · Unit 7 · Client relationships & sales

B1·7B. When customers complain

B1 · 50–60 min · Business English

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Unit 7 · Quote
"The reply was worse than the wait."
— A one-line customer review that made a restaurant owner rewrite her whole policy.
A customer service specialist wearing a headset in a bright office, listening carefully with a notebook that says 'refund?'
Lesson goals

By the end you will…

  • Handle a customer complaint in three calm steps — acknowledge, verify, resolve.
  • Use quantifiers (some / any / much / many / few / little / most / no) accurately in customer-service writing.
  • Turn a 1-star review into a public reply that a future customer will trust.
🎯 Case Study 7📝 Homework (Workbook)
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