Speaking: Specific Purposes B2 - Lesson 6: Handling Problems & Complaints in Service Encounters
Welcome to our final lesson! In any service industry—from hospitality to retail to banking—problems and complaints are not failures; they are opportunities. The ability to handle1 a complaint professionally can turn an unhappy customer into a loyal one. This lesson will teach you a proven method for solving problems effectively while maintaining a positive and respectful relationship.
The L.A.S.T. Method for Problem Resolution
When a customer comes to you with a problem, remember this simple and powerful four-step framework. It will guide you through the entire interaction.
The L.A.S.T. Framework:
- L - Listen:
- Let the customer explain their entire problem without interrupting. Give them your full attention. Use active listening cues like nodding and saying "I see."
- A - Apologize & Empathize2:
- Offer a sincere apology for their negative experience and show that you understand their feelings.
- "I am very sorry to hear that. I can certainly understand your frustration."
- S - Solve:
- Take ownership of the problem and propose a clear, actionable solution.
- "Here is what I can do to resolve3 this for you right now..."
- T - Thank:
- Thank the customer for their patience and for bringing the issue to your attention. This shows you value their feedback.
- "Thank you for bringing this to our attention so we can improve."
Scenario: A Problem at a Hotel Front Desk
Listen to this conversation where a hotel receptionist, Lina, uses the L.A.S.T. method to handle a complaint from an unhappy guest.
Guest: "I need to speak to a manager! I've been waiting for my room service for over an hour. This is unacceptable!"
Lina: "(Stops her work and gives full eye contact) (L) I see. You ordered room service an hour ago and it still hasn't arrived."
Lina: "(A) Sir, on behalf of the hotel, I want to sincerely apologize for this long wait. I can completely understand your frustration; waiting for food for that long is not acceptable and I'm very sorry for this inconvenience4."
Lina: "(S) Let me resolve this for you immediately. I am going to call the kitchen right now to find out what happened. And of course, there will be no charge for your entire meal. I will have it brought up to you in the next five minutes."
Lina: "(T) Thank you so much for your patience and for letting us know about this service failure. We will use this feedback to improve."
How to Stay Calm with Angry Customers
1. Don't Take It Personally: The customer is upset with the situation or the company, not with you as a person. Staying calm is easier when you remember this separation.
2. Let Them Vent: Sometimes, a person just needs to express their anger. Listen patiently (as long as they are not being personally abusive). Often, after they have expressed their feelings, they will become much calmer and more willing to listen to a solution.
3. De-escalate5 with Your Tone: Never match their anger with your own. Speak in a calm, low, and steady tone of voice. This can have a calming effect on the other person and shows that you are in control of the situation.
Practice Quiz: Best Response Check
Read the customer complaint and choose the best initial response from a service professional.
Customer: "The new phone I bought here yesterday is not working at all! The battery won't charge."
- "Are you sure you charged it correctly?"
- "That's very frustrating. I'm so sorry to hear that you're having this trouble. Let me take a look at it for you right away."
- "All sales are final."
→ Answer: B. This is the best response. It starts with empathy ("That's very frustrating"), includes a clear apology, and immediately moves to the "Solve" step by taking ownership. Option A sounds like you are blaming the customer, and Option C is unhelpful and confrontational.
Your Mission: The Customer Service Role-Play
Your mission is to practice handling a complaint using the L.A.S.T. method.
- Work with a partner. One person is the "Upset Customer," and the other is the "Service Professional."
- Choose a scenario. For example:
- A customer's food in a restaurant is cold.
- A package delivered by a courier is damaged.
- A customer was charged the wrong price for an item in a shop.
- The Customer: Your job is to complain clearly and show a little bit of frustration.
- The Service Professional: Your job is to follow the L.A.S.T. method step-by-step to handle the situation calmly and professionally.
- Perform the role-play, then switch roles and try a new scenario. This practice is the best way to prepare for real-world customer service challenges.
Vocabulary Glossary
- To Handle: (Verb) - ដោះស្រាយ - To deal with or take action to solve a problem or situation. ↩
- To Empathize: (Verb) - យល់ចិត្ត - To be able to understand another person's feelings. ↩
- To Resolve: (Verb) - ដោះស្រាយ - To find a successful solution to a problem or disagreement. ↩
- Inconvenience: (Noun) - ការរំខាន - A state of difficulty or trouble that is annoying or causes problems. ↩
- To De-escalate: (Verb) - បន្ធូរបន្ថយ - To reduce the intensity and seriousness of a conflict or difficult situation. ↩