Handling Escalated Complaints – Business English B2
Handling Escalated Complaints
Teže reklamacije, uzroci problema i profesionalna reakcija.
Potvrda problema
Acknowledge znači priznati problem, investigate ispitati, rectify ispraviti.
Acknowledge znači potvrditi da problem postoji.
Eskalacija i rešenje
Escalate znači proslediti na viši nivo, root cause osnovni uzrok, corrective action korektivna mera.
Root cause je prvobitni uzrok problema.
Obeštećenje i povratne informacije
Goodwill gesture gest dobre volje, compensation naknada, follow-up naknadna komunikacija.
Goodwill gesture je dobrovoljni znak pažnje.
Test Your Knowledge
Choose the best option for each business situation. Click Check Answers for feedback and explanations.
1. We need to ___ the customer’s frustration first.
2. Our team will ___ why the system failed.
3. The supplier has agreed to ___ the billing error.
4. We ___ that your complaint is justified.
5. An independent specialist will ___ the incident.
6. If support cannot resolve it, we should ___ the complaint.
7. A faulty database query was the ___ of the errors.
8. Retraining staff is a ___ to prevent recurrence.
9. The case will ___ to the regional manager. (Use as a verb phrase: "will ___")
10. A thorough investigation revealed the ___ of the outage.
11. We gave a complimentary upgrade as a ___.
12. The court ordered financial ___ for the loss.
13. We scheduled a ___ call to check that the issue is resolved.
14. A free month of service was offered as a ___.
15. The customer requested ___ for verified damages.
Nivo B2 označava okvirnu složenost vežbanja. Test nije zvaničan CEFR ispit i ne predstavlja pravni ili finansijski savet.
