- Communicative Objective: Learn to acknowledge complaints professionally, explain circumstances without sounding defensive, apologize appropriately, and offer realistic corrective measures.
- 5 Core Functional Sentences:
- We sincerely apologize for the inconvenience you experienced.
- Having investigated the matter, we discovered that an administrative error had caused the delay.
- We understand how frustrating this situation must have been.
- To prevent the problem from happening again, additional checks have now been introduced.
- We would be happy to offer a replacement or provide a full refund, depending on your preference.
- Grammar Focus: Perfect participle clauses; causative structures; passive voice; modal deduction about past experience; gerund structures after prevent.
- Vocabulary Focus: acknowledge, inconvenience, replacement, compensate, rectify
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Responding Professionally to Complaints
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