Letters of Complaint

I feel I am entitled ...... a partial refund in addition to an apology ...... the inconvenience caused.

• for/to

• with/for

• to/for

The first thing I would like to draw your attention ...... is the poor service.

• to

• for

• at

I am very disappointed ...... the product. Therefore I expect a full refund ...... $100 as soon as possible.

• with/of

• about/of

• with/in

I am writing to complain ...... the poor service provided ..... your staff on the 12th November.

• in/on

• of/with

• about/by

I would like a _________ for the faulty goods.

• exchange

• refund

• replace

If there is anything further you would like to discuss, please do not __________ to contact me.

• wait

• hesitate

• late

• reply

Which of the following is not a guideline for handling guest complaints professionally?

• Concentrate on the problem, not on placing blame.

• Do not take notes until after the guest is finished. It will slow the guests down and make them think that you don’t care about the problem.

• Monitor the progress of the corrective action, even if the complaint was resolved by someone else.

• Isolate the guest if possible, so that other guest won’t overhear.

Having paid a lot of money ...... the tickets, I found this disappointing .... say the least.

• to/of

• for/to

• with/for

Which expression is NOT for accepting a complaint?

• I can’t tell you how sorry I am.

• I wish I never happened.

• I’m sorry, we promise never to make the same mistake again.

• I’m so sorry, but this will never happen again.

• Excuse me but there is a problem…

Which expression is NOT for rejecting a complaint?

• Sorry, there is nothing we can do about it.

• Sorry but it’s not our fault.

• I’m afraid there isn’t much we can do about it.

• Sorry to bother you but…