B2
Complaints & Apologies
ការត្អូញត្អែរ និងការសុំទោសជាផ្លូវការ
🎯 Objective / គោលបំណង:
Learn to complain politely (Softening) and apologize professionally (Taking Responsibility).
💬 Scenario: The Incorrect Invoice
Client (Sarah)
"Hi Dara. I'm afraid there seems to be a slight misunderstanding regarding the invoice."
You (Dara)
"Oh, I am terribly sorry to hear that, Sarah. Could you tell me what the discrepancy is?"
Client (Sarah)
"It appears we've been charged for the premium package, but we only ordered the standard one."
You (Dara)
"That was an oversight on our part. I will rectify it immediately and send the corrected version."
1. How to Complain Politely
Use "Softeners" to avoid sounding aggressive. Never say "You made a mistake."
"I'm afraid..." ខ្ញុំខ្លាចថា... (គួរសម)
Used to introduce bad news or a problem gently.
- "I'm afraid there is a delay."
"There seems to be..." ហាក់ដូចជាមាន...
Makes the problem objective, not personal.
- "There seems to be a mistake." (Not: "You made a mistake.")
2. How to Apologize
Intensifiers
Don't just say "Sorry." Make it stronger.
- "I am terribly sorry."
- "I am awfully sorry."
- "I sincerely apologize."
Taking Responsibility
Formal phrases to accept the blame.
- "That was an oversight (careless mistake) on our part."
- "I will rectify (fix) the situation immediately."
Choose the Polite Option
Situation: The food is cold. You call the waiter.
A. "This is cold. Take it back."
B. "Excuse me. I'm afraid this soup isn't quite warm enough."
C. "You made a mistake with the soup."
Situation: You sent the wrong file. Apologize.
A. "Please accept my sincere apologies. That was an oversight. I'm sending the correct file now."
B. "Sorry about that."