The document provides tips for making written and oral complaints in a polite and effective manner. It discusses including key details like a description of the problem and proposed resolution. For written complaints, it recommends keeping the letter brief and factual while maintaining a polite tone. It also suggests following up if the initial complaint goes unanswered. Sample phrases are given for making indirect oral complaints and for responding to complaints with apologies, requests for clarification, offers to investigate, and proposed solutions.

2. Complaining If you are going to work in tourism, you will definitely need to deal with complaints. Here you will learn how to complain and how to answer a complaint both in a written and oral way . The first step in complaining is to clearly present your problem. Failure to communicate effectively often makes it difficult to resolve complaints. A clear and brief explanation of what is wrong and what you want the company to do is necessary.

10. Formula Example I'm sorry to have to say this but I think you have to improve your customer service. I'm sorry to bother you, but I think you need to give a solution to my problem. Maybe you forgot to give me an aisle seat. I think you might have forgotten to bring me the vegetarian meal I ordered. There may have been a misunderstanding about what I expected from your airline. Don't get me wrong, but I think you should pay more attention to the passengers´ needs.

11. * INITIAL REACTION AND APOLOGY. Oh dear. I´m sorry to hear that. Certainly. Is there a problem? I´m really very sorry. *ASK FOR CLARIFICATION What exactly is the problem? * TAKE DETAILS I´ll just take some details. Could you describe. . . Let me see if I can help. I just need a few details. * OFFER EXPLANATION I´m terribly sorry, but there has been a bit of a problem. If I could just explain. . . * PROPOSED PLAN I´ll see if I can sort it out. . . I´ll tell you what I´ll do. . . This is what I´ll do . . . Why don´t you . . . How to respond to Oral Complaints