LEÇON · 1BAC
Handling a complaint
Objectifs d’apprentissage
Understand the workplace skill “Handling a complaint”.
Use appropriate vocabulary in a customer-service situation.
Produce a clear and polite response.
Introduction
Workplace situation — Handling a complaint. Handling a complaint requires listening, acknowledging the issue, checking facts and explaining next steps.
Cours
Key idea
Handling a complaint requires listening, acknowledging the issue, checking facts and explaining next steps.
Method
Use calm language and avoid promising a solution before checking the policy.
Example
I'm sorry about the issue. May I check your receipt so I can help?
Activités d’apprentissage
- Explain “Handling a complaint” in your own words.
- Role-play a short customer interaction using polite language.
- Write a brief message that fits the situation.
- Check accuracy, tone and clarity.
Correction
A strong response uses “Handling a complaint” accurately and remains polite, clear and relevant. I'm sorry about the issue. May I check your receipt so I can help?
À retenir
Handling a complaint — Handling a complaint requires listening, acknowledging the issue, checking facts and explaining next steps. Use calm language and avoid promising a solution before checking the policy.