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Customer complaints are one of the most common situations in TOEIC listening and workplace English.

To respond well, you need more than vocabulary — you need the right tone, apology phrases, and problem-solving expressions.

If you can explain policies clearly and stay professional under pressure, your TOEIC performance and real-world communication will both improve.

💡 Full transcript, vocab & grammar:

https://toeic.mjenglishclass.com/telephone-english/toeic-customer-complaint-english/

Scenario

Ivy is a customer service representative.

One afternoon, Daniel calls to complain about wireless earphones he bought last week.

English Dialogue

Ivy: Good afternoon, Active Gear Customer Service. This is Ivy speaking.

Daniel: Hi, I bought a pair of wireless earphones last week, and they already stopped charging.

Ivy: I’m very sorry to hear that. Could you describe the problem in a little more detail?

Daniel: The charging case won’t turn on, and the left earbud keeps disconnecting.

Ivy: I understand. Do you still have your order number or receipt?

Daniel: Yes, I have the order confirmation email.

Ivy: Great. That will help us process your request faster.

Daniel: Honestly, I’m pretty disappointed. I expected better quality.

Ivy: I completely understand your frustration, and I apologize for the inconvenience.

Daniel: So can I get a refund?

Ivy: According to our return policy, we can offer either a full refund or a replacement within fourteen days.

Daniel: In that case, I’d prefer a refund.

Ivy: No problem. Once we receive the item, we’ll process the refund within three business days.

Daniel: Okay, that sounds fair.

Ivy: Thank you. I’ll email you the return instructions right away.

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