1. Key phrases
Press 🔊 to hear each phrase, then say it out loud.
- I'm so sorry about that. Apologise sincerely.
- Let me fix that for you. Offer action.
- Would you like me to remake it? Offer a remake.
- I'll get that changed straight away. Act quickly.
- I'll let my manager know. Escalate if needed.
- Thanks for letting us know. Thank them for the feedback.
- Can I offer you a coffee on the house? Something free to make up for it.
- Is everything else OK? Check the rest.
2. Listen to the conversation
Play the conversation, then press Practise as "Staff" to take a part yourself.
3. Say it yourself
Listen, then say each sentence. Fill in your own details where you see "…". In Chrome, Edge or Safari, press 🎤 and your browser checks how clearly you said it.
4. Quick check
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Good to know in Australia
🇦🇺 Most complaints are solved with a quick apology and action. Stay calm and polite, and get your manager if a customer becomes aggressive.