배송 중 파손된 제품에 대한 컴플레인이 접수됐다. Irene는 알려준 것에 감사하고, 진심으로 사과하며, 즉각적인 교체와 재발 방지를 약속해 오히려 신뢰를 더 쌓는다.
1. 5 PICK · 핵심 문장 채우기
3 MIN
1
Thank you for this to our attention.
이 문제를 알려주셔서 감사합니다.
2
I'm sorry to that the item arrived damaged.
제품이 파손되어 도착했다니 죄송합니다.
3
We take quality very .
저희는 품질을 매우 중요하게 생각합니다.
4
We'll send a right away.
즉시 교체품을 보내드리겠습니다.
5
Again, I for the trouble.
다시 한번 불편을 드려 죄송합니다.
bringinghearseriouslyreplacementapologize
2. TALK · 실전 비즈니스 대화 (▶ 대화 전체 듣기)9 MIN
🛎️ Handling a customer complaint (고객 컴플레인 응대)
Buyer
One of my customers said a serum arrived leaking.
Irene
I'm very sorry to hear that. Thank you for telling us.
Buyer
It's just one unit, but I wanted you to know.
Irene
We take quality seriously — we'll send a replacement right away. Could you send a photo for our record?
Buyer
Sure, I'll forward it now. How do you word a complaint reply?
Irene
I thank them first for bringing it up.
Buyer
Even though it's a complaint?
Irene
Especially then — feedback helps us improve. Then I apologize, offer a solution, and follow up.
Buyer
And keep it calm, no excuses.
Irene
Exactly. Own it, solve it, and move forward.
Buyer
That's a great way to keep customers.
Irene
I'll also check the rest of that batch to be safe.
3. ASK · 튜터와 이야기하기
7 MIN
Q1
How do you start a reply to an angry customer?
Q2
Why thank a customer for a complaint?
Q3
How do you apologize without making excuses?
Q4
What's the fastest way to rebuild trust after a problem?
Q5
How do you follow up after solving a complaint?
MISSION 고객 컴플레인 이메일에 영어로 응대하기
아래 네 가지 내용을 이어서 한 번에 자연스럽게 써 보는 것이 오늘의 목표입니다. · 6 MIN
① 문제를 알려준 것에 감사하기
② 진심으로 사과하고 공감하기
③ 즉각적인 해결책(교체·환불) 제시하기
④ 재발 방지·팔로업 약속으로 마무리하기
📧 EMAIL DRAFT
Subject: Re: Damaged Serum — Replacement on the Way
Dear Sofia,
Thank you for bringing this to our attention, and I'm sorry to hear that the serum arrived damaged. We take quality very seriously, and this is not the experience we want for your customers.
We'll send a replacement right away at no cost, and we're checking the rest of that batch to prevent a repeat. Again, I apologize for the trouble, and please don't hesitate to reach out directly if anything else comes up.