Hi, everybody, Brandon here.

And I'm Becky.

Handling a Customer Complaint in English, Part 3.

In this lesson, you'll learn how to handle a customer complaint.

This is the third lesson of four on the topic, and it deals with negotiating with a customer who is

unhappy with their room.

This conversation takes place between a hotel staff member and a guest.

The speakers are in a professional relationship, so they'll be using formal English.

Let's listen to the conversation. Hello, I would like to register a complaint.

I requested a non-smoking room, but you put me in a smoking room.

I can't stay there.

I am allergic to smoke.

I apologize for the inconvenience.

Could you please let me know your room number, and I will switch you to a non-smoking room.

I'm sorry, that is not good enough. All of my stuff smells like smoke now. My sinuses are acting up.

I'm sorry, sir. Unfortunately, there is not much we can do in this situation.

Our corporate office has outlined specific actions to take in this situation, and I am

afraid they're not very flexible on this point.

Here is the corporate customer service number.

Please feel free to give them a call and share your complaint.

Really?

That is ridiculous. I would be more than happy to give them a call and share your complaint. Really? That is ridiculous.

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