Speaking: Functional Language B2 - Lesson 2: Complaining & Apologizing Formally

Speaking: Functional Language B2

Complaining & Apologizing Formally

What you will learn: By the end of this lesson, you will be able to use formal, polite language to handle the delicate situations of making a complaint and offering a sincere apology.

How to Complain Formally & Politely 📝

A successful complaint is calm, clear, and focused on a solution. Follow this three-step framework.

1The Polite Opening

Start by politely stating your purpose.

"I'm sorry to bother you, but I'm afraid I have a complaint."
"Excuse me, there seems to be a problem with..."

2State the Problem Objectively

Describe the facts without using emotional or blaming language.

"The item that was delivered is not the one I ordered."
"I was charged twice for the same meal on my bill."

3State Your Desired Outcome

Clearly say what you want to happen next.

"Could you please arrange for a replacement?"
"I would appreciate it if you could rectify the bill."

How to Apologize Formally & Sincerely 🙏

A good apology takes responsibility and focuses on fixing the problem.

1The Sincere Apology

Use formal language to show you are serious.

"I would like to sincerely apologize for the error."
"Please accept my sincerest apologies for the inconvenience."

2Take Responsibility & Briefly Explain

Acknowledge the mistake. A short, factual explanation is better than an excuse.

"There was a miscommunication on our end."
"It was an oversight on my part; I apologize."

3Propose a Solution (a Resolution)

Show how you will fix the situation.

"To resolve this, I have already processed a full refund for you."
"I can assure you this will not happen again."

Scenario: A Customer Service Call 📞

Notice how both speakers use formal language to discuss a problem respectfully.

Mr. Dara: Good morning. My name is Dara. I'm calling to bring an issue to your attention regarding invoice #452. The invoice I received appears to be incorrect; I've been charged for services that were not part of our agreement. Could you please look into this for me?

Ms. Srey: Good morning, Mr. Dara. Thank you for calling. Please accept my sincerest apologies for this error. I've just reviewed your file, and you are correct. It seems there was a clerical error in our billing department. To resolve this immediately, I have just issued a corrected invoice and sent it to your email.

Tone, Practice & Mission

💡 The Importance of Tone

Your tone of voice is just as important as your words.

• When Complaining: Keep your voice calm, level, and firm. A calm tone makes you sound more credible.
• When Apologizing: Your voice should sound sincere and concerned. The listener needs to feel that you genuinely care.

🎯 Practice Quiz: Choose the Most Formal Phrase

1. You are at a restaurant and received the wrong food. What is the most polite way to complain?

A) "This isn't what I ordered."
B) "Excuse me, I'm afraid there's been a mistake. I believe I ordered the fish, not the chicken."
C) "You gave me the wrong dish."

→ Answer: B. It's polite, indirect, and focuses on the situation, not on blame.

2. Your company sent a package to a client, but it was late. How should you apologize?

A) "Sorry your package was late."
B) "On behalf of our company, I would like to sincerely apologize for the delay."
C) "It wasn't our fault the package was late."

→ Answer: B. It is formal, takes ownership, and uses sincere language.

⭐ Your Mission: Role-Play a Formal Situation

Practice using this formal language with a partner.

1. Choose a scenario: e.g., a guest complaining about a noisy hotel room; an employee apologizing for being late with a report.
2. Assign roles (e.g., Customer and Manager).
3. Role-play the conversation. The person complaining should use the 3-step complaint framework. The person responding should use the 3-step apology framework.

Key Vocabulary

• Complaint (Noun) | បណ្តឹង
  A statement that something is unsatisfactory or unacceptable.
• Apology (Noun) | ការសុំទោស
  A regretful acknowledgment of an offense or failure.
• To Rectify (Verb) | កែតម្រូវ
  To correct something that is wrong.
• Inconvenience (Noun) | ការរំខាន
  Trouble or difficulty caused to someone.
• Resolution (Noun) | ការដោះស្រាយ
  The action of solving a problem or dispute.