Business English Conversations: Complain / Campaign

Characters:

• Alice (Customer Service Representative)
• Michael (Customer)

Alice:
Good afternoon, Michael! How can I help you today?

Michael:
Hi, Alice. I’m calling because I’ve had an issue with the product I received. It’s not working as expected, and I’m really disappointed.

Alice:
I’m so sorry to hear that, Michael. Can you tell me a bit more about the problem you’re experiencing?

Michael:
Sure. I bought a blender last week, and when I tried to use it, the motor wouldn’t start. I’ve checked the power source, and it still doesn’t work.

Alice:
That sounds frustrating, and I apologize for the inconvenience. I’d like to help you resolve this. Do you have the order number handy so I can look up your purchase?

Michael:
Yes, the order number is 123456.

Alice:
Thank you, Michael. I’ve found your order. I’m really sorry for the trouble. It sounds like there might be a defect with the blender. Would you prefer a replacement or a refund?

Michael:
I’d prefer a replacement if possible. I really liked the design and features, so I was hoping it was just a one-time issue.

Alice:
We can definitely send you a replacement right away. I’ll arrange for a new blender to be shipped to you, and we’ll also include a return label for the faulty one. You should receive it within 3-5 business days.

Michael:
That’s great, thank you for handling this so quickly.

Alice:
You’re welcome, Michael! I’m really sorry again for the trouble you’ve had, and I appreciate your patience. If you need any further assistance, feel free to contact us anytime.

Michael:
I will, thanks again for your help, Alice.

Alice:
It’s my pleasure, Michael. Have a great day, and enjoy your new blender once it arrives!

Discussing a New Marketing Campaign

Characters:

• Laura (Marketing Manager)
• Sam (Sales Manager)

Laura:
Hi, Sam! How’s it going?

Sam:
Hi, Laura! Everything’s good, thanks. How about you?

Laura:
I’m doing well, thanks! I wanted to talk about the new marketing campaign we’re planning. Do you have a few minutes?

Sam:
Of course! I’m interested to hear what you have in mind.

Laura:
Great! So, we’re thinking of focusing on social media ads and email marketing this time. The goal is to raise brand awareness and drive traffic to our website. How do you feel about that approach?

Sam:
I think it’s a solid plan. Social media and email are definitely great channels for reaching our audience. Do you have a target customer in mind for this campaign?

Laura:
Yes, we’re focusing on young professionals, aged 25-35, who are looking for products that will make their lives easier. We want to appeal to their desire for convenience and quality.

Sam:
That sounds like a good target group. We could also highlight the product’s unique features in the email marketing. Maybe offer a limited-time discount to create more interest?

Laura:
I love that idea! A discount would definitely attract attention. We could offer 10% off for the first 100 customers. Does that sound good?

Sam:
Perfect! That should encourage people to act quickly. We can also mention the discount in the social media posts to boost engagement.

Laura:
Exactly! I’ll work on the content for the emails and social media ads. Could you provide me with some customer success stories that we can feature in the campaign?

Sam:
Absolutely! I’ll send you a few success stories from customers who have used our products. I think they’ll help build trust with potential buyers.

Laura:
Thanks, Sam! Once I have the content ready, I’ll share it with you for feedback. Let’s aim to launch the campaign next Monday.

Sam:
Sounds good! I’ll make sure the sales team is ready for the influx of inquiries.

Laura:
Great, we’re all set then. I’ll keep you updated as we move forward.

Sam:
Thanks, Laura! I’m excited to see how the campaign performs.

Laura:
Me too! Talk soon, Sam.

Key Vocabulary & Phrases

Customer Service & Complaints

• Customer complaint – a problem reported by a customer

• Issue / problem – something that is wrong

• Not working as expected – not functioning properly

• Disappointed – feeling unhappy about a result

• Inconvenience – trouble or difficulty caused

Useful Phrases

• I’m sorry to hear that.

• I apologize for the inconvenience.

• Let me help you resolve this.

• Do you have the order number?

• Would you prefer a replacement or a refund?

• We’ll take care of this right away.

Orders & Products

• Order number – identification number for a purchase

• Defect – a fault in a product

• Replacement – a new item sent instead of a faulty one

• Refund – money returned to the customer

• Return label – paper used to send an item back

Marketing & Sales

• Marketing campaign – planned activities to promote products

• Brand awareness – how well people know a brand

• Target audience – specific group of customers

• Social media ads – advertisements on social platforms

• Email marketing – promoting products through emails

Useful Phrases

• We’re planning a new campaign.

• The goal is to drive traffic.

• That sounds like a solid plan.

• Do you have a target customer in mind?

• Let’s highlight the product’s features.

Business Strategy

• Limited-time discount – price reduction for a short period

• Engagement – interaction with customers

• Customer success stories – positive customer experiences

• Build trust – make customers feel confident

• Launch a campaign – start a marketing plan

Workplace Communication

• Feedback – opinions or suggestions

• Collaboration – working together

• Inquiries – questions from customers

• Follow up – contact again later

• Keep you updated – share new information

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