Page 56 - 4126

position. person?
 we’ll have to renegotiate the Was your order or your
contract. specifications correct?
 we’ll contact other suppliers. Were you partly responsible for
 the consequences could be arrangements that went wrong
very serious. e.g. transportation?
Does responsibility actually lie
Handling complaints and other elsewhere, i.e. with a third party?
problems
Asking for details If you don’t get what you want
Could you tell me exactly what  keep control – state what you
…..? need calmly
Can you tell me …?  do you need to continue to do
What’s the ….? business with the other side?
 if you do, keep a good
Apologizing relationship
I’m sorry to hear that …. .  express disappointment – not
I’m very sorry about the problem/ anger
delay/ mistake …. .  don’t use threats – unless you
have to!
Denying an accusation
No, I don’t think that can be right.
I’m sorry but I think you are
mistaken.
I’m afraid that’s not quite right.
I’m afraid that can’t be true.

56