word track to use for customer complaints:
General Complaint Word Track
“I’m really sorry to hear you’re experiencing that. I want to make sure you’re looked after. Can you please give me a quick overview of what happened so I can get the right person to assist you?”
If the customer is frustrated or upset:
“I can hear how frustrating this has been for you, and I’m here to help get this to the right person. Let me just take a moment to understand what’s going on so I can get a manager/advisor who can properly assist.”
If the customer is being aggressive or raising their voice
“I want to help you, and I can do that best if we keep things respectful. Let’s work through this together—can you please tell me what happened so I can get the appropriate person to step in?”
If it continues:
“I understand you’re upset, but I can only continue this conversation if we keep things calm. I want to get this resolved for you.”
If the complaint needs escalation
“Thank you for explaining that. I’m going to connect you with [name/department] who handles these situations and will be able to assist you further. Before I transfer, is there anything else you’d like me to note?”
If the department is busy or unavailable
“They’re currently assisting other customers, but I’ll make sure your concern is passed along as urgent. May I please have your name and the best number to reach you? Someone will get back to you as soon as possible.”
If the complaint is about a previous visit or ongoing issue
“I understand this has been an ongoing concern for you. Let me collect the details so I can get this directly to the manager who can investigate and follow up with you.”
If the customer wants to speak to the GM/Owner
“I’ll take down your information and the details of what happened so I can get this to management right away. They review all concerns and will ensure you’re contacted.”