Sorting out problems
Complaints, returns and mistakes — firm, clear and polite.
12 minutes · A free lesson from Everyday conversation
Useful phrases
Explaining
- I'm afraid there's a problem with…
- I bought this on… and it's stopped working.
- I was charged twice for…
Asking for action
- Could I exchange it, please?
- I'd like a refund.
- Could someone look into this for me?
Lesson quiz
Check what you have learned. Choose an answer to see whether it is right, and why.
Quick check: What are the three steps for sorting out a problem?
- Shout, complain and leave
- Explain it, give evidence, and say what you want
- Apologise, wait and hope
Show the answer
B: Explain it, give evidence, and say what you want — Firm, clear and polite.
Quick check: Which is good evidence?
- How angry you feel
- What a friend told you
- A receipt, a date, or what you have already tried
Show the answer
C: A receipt, a date, or what you have already tried — Specific facts make your case easy to act on.
Quick check: Which phrase asks for action?
- “Could someone look into this for me?”
- “I'm afraid there's a problem with…”
- “I bought this on Monday.”
Show the answer
A: “Could someone look into this for me?” — The others explain the problem. Finish by saying what you want: a refund, a replacement, a callback.
Practise: everyday role-plays
Marked as soon as you finish — free with an account.Practise now
Marked as soon as you finish — free with an account.Practise now