WEBVTT

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Hi Maria, are you free now?

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Yes! Is there anything I can do for you?

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Please come to my office and I'll let you know what the problem is.

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OK, just a minute.

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Thanks.

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Well, Maria, this is the issue. I received a letter of complaint from Global Trading Company of Canada.

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They complained about our delayed delivery of goods and asked for compensation.

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Really? This kind of thing has never happened in our company.

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Yes, but with the growth of our business, we cannot avoid such things from happening.

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So, I'd like you to investigate the causes and propose a solution accordingly.

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I'd love to, but, to tell the truth, I don't have much experience in dealing with complaints.

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Don't worry. We'll put a specific person in charge of handling complaints.

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I know you are always available to listen although no one actually likes to listen to complaints.

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I think what most customers want is to be heard and understood.

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The fact that a client takes time and effort to tell us they are dissatisfied demonstrates that something has gone wrong.

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Quite right. You've got a good attitude toward complaints and this is very important in dealing with complaints.

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And complaints can help improve our future service.

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Yes, so apologize for the problem, even though the customer may have been wrong.

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And, give them something to show our apology.

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Shall we compensate for their losses?

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Not necessarily. It depends on the situation. Coupons are a good idea.

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Well, these are some tips for you. Go right now and see what happened.

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Yes, Lawrence.

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How about your investigation?

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I contacted Angela, the freighter, and the customer.

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It's clear now there was a heavy fog lasting for a few days after the date of arrival.

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Many vessels were detained in the port.

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So, it is not our fault. How did you solve it with the customer?

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I provided them with a weather report of the day, the proof by the port, and got their understanding.

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As a result, they agreed to share the demurrage with us.

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Good. Keep records of complaints. This will allow us to analyze what is going wrong and make changes.

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OK, I'll do that.