Speaking: Functional Language B2 - Lesson 2: Complaining & Apologizing Formally
Welcome back! In professional and formal situations, expressing a complaint1 or offering an apology2 requires careful, polite language. The goal is to solve a problem or repair a relationship, not to start a fight. This lesson will teach you the formal language needed to handle these delicate situations with professionalism and respect.
How to Complain Formally & Politely
A successful complaint is calm, clear, and focused on a solution. Follow this three-step structure.
The "Polite Complaint" Framework
- Step 1: The 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 my order."
- Step 2: State the Problem Objectively
- Describe the facts without using emotional or blaming language.
- "The item that was delivered is not the one I ordered." (Instead of: "You sent me the wrong thing!")
- "I was charged twice for the same meal on my bill."
- Step 3: State 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 rectify3 the bill."
How to Apologize Formally & Sincerely
A good apology takes responsibility and focuses on fixing the problem.
The "Effective Apology" Framework
- Step 1: The 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 inconvenience4."
- Step 2: Take 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."
- Step 3: Propose a Solution (A Resolution5)
- 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, and as a gesture of goodwill..."
Scenario: A Customer Service Phone Call
Listen to this call between a client, Mr. Dara, and a company representative, Ms. Srey. 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.** I am very sorry for the trouble this has caused. **To resolve this immediately, I have just issued a corrected invoice** and sent it to your email. I will also make sure this is noted on your account to prevent it from happening again."
The Importance of Tone
When dealing with formal complaints and apologies, your tone of voice is just as important as your words.
- When Complaining: Keep your voice calm, level, and firm. Avoid shouting or sounding overly emotional. A calm tone makes you sound more credible and is more likely to get a positive result.
- When Apologizing: Your voice should sound sincere and concerned. Avoid a flat, bored, or defensive tone. The listener needs to feel that you genuinely care about the mistake.
Practice Quiz: Choose the Most Formal Phrase
Read the situation and choose the most appropriate formal phrase.
1. You are a restaurant customer and you received the wrong food order. 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 ("Excuse me"), indirect ("I'm afraid there's been a mistake"), and focuses on the situation, not on blaming the waiter.
2. Your company sent a package to a client, but it arrived two days late. How should you begin your apology?
A) "Sorry your package was late."
B) "On behalf of our company, I would like to sincerely apologize for the delay in your shipment."
C) "It wasn't our fault the package was late."
→ Answer: B. It is formal, takes ownership ("on behalf of our company"), and uses sincere language.
Your Mission: Role-Play a Formal Situation
Your mission is to practice using this formal language with a partner.
- Choose a scenario with your partner. For example:
- A guest at a hotel complaining about a noisy room.
- A customer complaining that a new shirt shrank after being washed.
- An employee apologizing to their manager for being late with an important report.
- Assign roles (e.g., Customer and Manager).
- Role-play the conversation. The person complaining should use the 3-step complaint framework. The person responding should use the 3-step apology framework.
- Switch roles and try another scenario. This practice is the best way to build confidence for handling these difficult situations in real life.
Vocabulary Glossary
- 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 one's personal requirements or comfort. ↩
- Resolution: (Noun) - ការដោះស្រាយ - The action of solving a problem or dispute. ↩