Dealing with complaints
What seems to be the problem?
What happened exactly?
I`m sorry to hear you were not satisfied with the service.
I`m afraid it`s not our policy to ...
I understand you`re upset, sir.
I must apologise for the treatment you received.
I`m just trying to understand the problem.
How were you using the ...?
Did you read the instructions that came with the ...?
I promise you I`ll ...
I apologise for the inconvenience this has caused you.
We`re sorry that you`ve had a problem with this product.
We`ll do our best to get your ... (product) working as soon as possible.