{"id":2949,"date":"2026-04-21T11:59:23","date_gmt":"2026-04-21T02:59:23","guid":{"rendered":"https:\/\/en.vietcafe-learning.com\/material\/?p=2949"},"modified":"2026-04-21T11:59:23","modified_gmt":"2026-04-21T02:59:23","slug":"business8","status":"publish","type":"post","link":"https:\/\/en.vietcafe-learning.com\/material\/business8\/","title":{"rendered":"Business 8: Handling complaints over the phone\/Gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i qua \u0111i\u1ec7n tho\u1ea1i"},"content":{"rendered":"

CONVERSATION SAMPLE:<\/strong><\/span><\/h2>\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Agent<\/td>\nK\u00ednh ch\u00e0o qu\u00fd kh\u00e1ch.<\/span>
\nHello, valued customer.
\nT\u00f4i t\u00ean l\u00e0 Nguy\u1ec5n V\u0103n An, \u0111\u1ea1i di\u1ec7n c\u00f4ng ty BTS<\/span>
\nMy name is Nguyen Van An, representing BTS Company.
\nC\u00e1m \u01a1n qu\u00fd kh\u00e1ch \u0111\u00e3 lu\u00f4n quan t\u00e2m, tin t\u01b0\u1edfng v\u00e0 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty ch\u00fang t\u00f4i.<\/span>
\nThank you for your trust and continued support in using our services.
\nEm c\u00f3 th\u1ec3 gi\u00fap \u0111\u01b0\u1ee3c g\u00ec kh\u00f4ng \u1ea1?<\/span>
\nHow can I assist you today?<\/td>\n<\/tr>\n
Customer<\/td>\nCh\u00e0o em. T\u00f4i l\u00e0 Adam.<\/span>
\nHello. My name is Adam.
\nT\u00f4i \u0111\u00e3 \u0111\u1eb7t mua 2 c\u00e1i \u00e1o size M, nh\u01b0ng l\u1ea1i nh\u1eadn \u0111\u01b0\u1ee3c size L.<\/span>
\nI ordered two shirts in size M, but I received size L.
\nT\u00f4i \u0111\u00e3 \u0111em \u0111\u1ebfn c\u1eeda h\u00e0ng \u0111\u1ec3 \u0111\u1ed5i nh\u01b0ng nh\u00e2n vi\u00ean \u1edf c\u1eeda h\u00e0ng kh\u00f4ng h\u1ed7 tr\u1ee3 \u0111\u1ed5i h\u00e0ng cho t\u00f4i.<\/span>
\nI took them to the store to exchange, but the staff there was unable to assist me.<\/td>\n<\/tr>\n
Agent<\/td>\nCh\u00fang t\u00f4i v\u00f4 c\u00f9ng xin l\u1ed7i v\u00ec \u0111\u00e3 g\u1eedi sai n\u1ed9i dung s\u1ea3n ph\u1ea9m v\u00e0 l\u00e0m phi\u1ec1n qu\u00fd kh\u00e1ch.<\/span>
\nWe sincerely apologize for the mistake and any inconvenience this has caused you.
\nPhi\u1ec1n anh cho em xin m\u00e3 \u0111\u1eb7t h\u00e0ng \u0111\u1ec3 ki\u1ec3m tra l\u1ea1i \u0111\u01a1n h\u00e0ng \u1ea1.<\/span>
\nCould you please provide your order number so I can check the details for you?<\/td>\n<\/tr>\n
Customer<\/td>\nM\u00e3 \u0111\u1eb7t h\u00e0ng l\u00e0 VC365689.<\/span>
\nThe order number is VC365689.<\/td>\n<\/tr>\n
Agent<\/td>\nC\u00e1m \u01a1n anh. Phi\u1ec1n anh gi\u1eef m\u00e1y v\u00e0 ch\u1edd em \u00edt ph\u00fat \u0111\u1ec3 ki\u1ec3m tra th\u00f4ng tin.<\/span>
\nThank you. Please hold on for a moment while I check the details.<\/p>\n

After checking the information | Sau khi ki\u1ec3m tra th\u00f4ng tin<\/span><\/strong><\/p>\n

C\u00e1m \u01a1n anh \u0111\u00e3 gi\u1eef m\u00e1y.<\/span>
\nThank you for holding.
\nB\u00ean em s\u1ebd ti\u1ebfn h\u00e0nh g\u1eedi l\u1ea1i \u0111\u00fang s\u1ea3n ph\u1ea9m v\u00e0o \u0111\u1ecba ch\u1ec9 anh \u0111\u00e3 \u0111\u0103ng k\u00fd, k\u00e8m h\u1ed9p g\u1eedi tr\u1ea3 s\u1ea3n ph\u1ea9m.<\/span>
\nWe will send you the correct product to the address you registered, along with a return box for the incorrect items.
\nSau khi nh\u1eadn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m m\u1edbi, phi\u1ec1n anh s\u1eed d\u1ee5ng h\u1ed9p g\u1eedi tr\u1ea3 s\u1ea3n ph\u1ea9m \u0111\u1ec3 g\u1eedi l\u1ea1i cho b\u00ean em.<\/span>
\nAfter receiving the new product, please use the return box to send the incorrect items back to us.
\nB\u00ean em s\u1ebd ch\u1ecbu to\u00e0n b\u1ed9 ph\u00ed v\u1eadn chuy\u1ec3n.<\/span>
\nWe will cover all the shipping costs.<\/p>\n<\/td>\n<\/tr>\n

Customer<\/td>\nKho\u1ea3ng bao l\u00e2u t\u00f4i s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m?<\/span>
\nHow long will it take for me to receive the product?<\/td>\n<\/tr>\n
Agent<\/td>\nAnh s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m trong 1 tu\u1ea7n t\u1edbi.<\/span>
\nYou will receive the product within one week.
\nB\u00ean em s\u1ebd c\u1ed1 g\u1eafng g\u1eedi s\u1ea3n ph\u1ea9m s\u1edbm nh\u1ea5t c\u00f3 th\u1ec3.<\/span>
\nWe will do our best to ship the product as soon as possible.<\/td>\n<\/tr>\n
Customer<\/td>\nT\u00f4i hi\u1ec3u r\u1ed3i.<\/span>
\nI understand.<\/td>\n<\/tr>\n
Agent<\/td>\nM\u1ed9t l\u1ea7n n\u1eefa, ch\u00fang t\u00f4i v\u00f4 c\u00f9ng xin l\u1ed7i v\u00ec \u0111\u00e3 g\u00e2y phi\u1ec1n h\u00e0 cho qu\u00fd kh\u00e1ch v\u00e0 mong qu\u00fd kh\u00e1ch th\u00f4ng c\u1ea3m, b\u1ecf qua.<\/span>
\nOnce again, we sincerely apologize for the inconvenience caused and appreciate your understanding and forgiveness.
\nAnh c\u00f3 c\u1ea7n h\u1ed7 tr\u1ee3 g\u00ec th\u00eam kh\u00f4ng \u1ea1?<\/span>
\nIs there anything else I can assist you with?<\/td>\n<\/tr>\n
Customer<\/td>\nKh\u00f4ng sao.<\/span>
\nNo problem.<\/td>\n<\/tr>\n
Agent<\/td>\nC\u00e1m \u01a1n anh. V\u1eady em xin ph\u00e9p \u0111\u01b0\u1ee3c c\u1eaft m\u00e1y.<\/span>
\nThank you. I will end the call now.
\nN\u1ebfu c\u00f3 b\u1ea5t k\u1ef3 v\u1ea5n \u0111\u1ec1 g\u00ec, phi\u1ec1n anh li\u00ean h\u1ec7 v\u00e0o t\u1ed5ng \u0111\u00e0i \u0111\u1ec3 \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3.<\/span>
\nIf you have any other issues, please contact our hotline for assistance.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

VOCCABULARY:<\/strong><\/span><\/h2>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
#<\/th>\nVietnamese<\/th>\nMeanings<\/th>\n<\/tr>\n
1<\/td>\nkhi\u1ebfu n\u1ea1i<\/td>\ncomplaint<\/td>\n<\/tr>\n
2<\/td>\n\u0111\u1ea1i di\u1ec7n<\/td>\nrepresentative<\/td>\n<\/tr>\n
3<\/td>\nquan t\u00e2m<\/td>\nto show interest<\/td>\n<\/tr>\n
4<\/td>\ntin t\u01b0\u1edfng<\/td>\nto trust<\/td>\n<\/tr>\n
5<\/td>\nd\u1ecbch v\u1ee5<\/td>\nservice<\/td>\n<\/tr>\n
6<\/td>\nth\u00e1i \u0111\u1ed9<\/td>\nattitude<\/td>\n<\/tr>\n
7<\/td>\nti\u1ebfp kh\u00e1ch<\/td>\ncustomer service<\/td>\n<\/tr>\n
8<\/td>\nnghi\u00eam kh\u1eafc<\/td>\nstrict<\/td>\n<\/tr>\n
9<\/td>\nl\u00e0m phi\u1ec1n<\/td>\nto cause inconvenience\u00a0<\/td>\n<\/tr>\n
10<\/td>\nth\u00f4ng c\u1ea3m<\/td>\nto forgive<\/td>\n<\/tr>\n
11<\/td>\ng\u00f3p \u00fd<\/td>\nfeedback<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n
\n