B2-C1 Avancé
📝 Faire une Réclamation
Dialogue : Réclamation formelle et résolution de problème
Dialogue
Customer:
"Good morning. I'd like to file a formal complaint about the service I received yesterday."
Manager:
"I apologize for any inconvenience. Could you please describe what happened in detail?"
Customer:
"I ordered a product online with express delivery, but it arrived three days late and was damaged."
Manager:
"That's completely unacceptable. I sincerely apologize. Do you have your order number and photos of the damage?"
Customer:
"Yes, here's the order confirmation and photos. This has caused significant inconvenience as it was a gift for an important occasion."
Manager:
"I completely understand your frustration. We'll provide a full refund immediately and send a replacement with overnight delivery at no charge."
Customer:
"I appreciate that, but I'd also like to ensure this doesn't happen to other customers. What measures will you take?"
Manager:
"We'll investigate our packaging and delivery processes immediately. I'll also provide you with a direct contact for any future concerns. Thank you for bringing this to our attention."
Vocabulaire clé
File a complaintDéposer une plainte
Formal complaintPlainte formelle
InconvenienceDésagrément
Express deliveryLivraison express
DamagedEndommagé
UnacceptableInacceptable
SignificantSignificatif
FrustrationFrustration
ReplacementRemplacement
InvestigateEnquêter
Techniques de réclamation efficace
Restez professionnel : Gardez un ton calme et factuel même si vous êtes frustré.
Documentez tout : Gardez tous les reçus, emails et prenez des photos si nécessaire.
Soyez précis : Expliquez clairement ce qui s'est passé et ce que vous attendez comme solution.