B2
Service Recovery
ការដោះស្រាយបញ្ហា និងការត្អូញត្អែរ
🎯 Objective / គោលបំណង:
Learn to complain politely (Softening) and resolve complaints effectively (L.A.S.T. Framework).
💬 Scenario: The Hotel Mix-Up
Dara (Guest)
"Soften I'm afraid there seems to be a mix-up. I booked a sea view, but this room overlooks the car park."
Sophea (Receptionist)
"Apologize Oh, I am terribly sorry to hear that, Dara. Let me check your booking details immediately."
Sophea
"Solution You are absolutely right. It was our mistake. We are fully booked, but I can upgrade you to a suite with a sea view."
Dara
"That would be fantastic. Thank you for sorting it out."
Strategy 1: Making a Complaint
In English, being too direct can sound rude. Use "Softening" to get better results.
"I'm afraid..." ខ្ញុំខ្លាចថា... (គួរសម)
Used to introduce bad news or a problem gently.
"I'm afraid this soup is cold."
"There seems to be..." ហាក់ដូចជាមាន...
Avoids blaming the person directly ("You made a mistake"). Focuses on the situation.
"There seems to be a mistake with the bill."
Strategy 2: Handling Complaints
L.A.S.T. Framework
Listen (Don't interrupt)
Apologize ("I'm terribly sorry")
Solve ("I will fix this by...")
Thank ("Thank you for bringing this to my attention")
Apologize ("I'm terribly sorry")
Solve ("I will fix this by...")
Thank ("Thank you for bringing this to my attention")
Select the Best Response
Situation: The air conditioner in your room is broken. How do you complain politely?
A. "The AC is broken. Fix it now."
B. "Excuse me, I'm afraid the AC doesn't seem to be working."
C. "You gave me a bad room."
Situation: A customer is angry about a delay. You are the staff.
A. "Calm down. It's not my fault."
B. "Please wait."
C. "I understand your frustration, and I apologize for the wait. Let me see what I can do."