Lesson
Social interactions
Text
This lesson covers common expressions used to complain politely, offer help, and apologise in professional situations. You'll learn phrases and the right tone to handle customer issues, colleague problems, or service mistakes.
Table
| Expression | Use | Tone | Example |
|---|---|---|---|
| I'm afraid there's a problem with... | Start a complaint or report an issue | Neutral / Polite | I'm afraid there's a problem with the latest shipment. |
| I'm sorry for the inconvenience. | Apology for trouble caused | Formal / Polite | We apologise for the inconvenience caused by the delay. |
| Would you like me to ...? | Offer to help or propose action | Polite / Helpful | Would you like me to resend the invoice? |
| Let me look into that for you. | Offer to investigate and follow up | Professional / Helpful | Let me look into that and get back to you by 5 PM. |
| I understand your frustration. | Acknowledge the customer's feelings | Empathetic | I understand your frustration; I'll prioritise this. |
| Please accept our apologies. | Formal corporate apology | Formal | Please accept our apologies for the oversight. |
Tip
When responding to complaints or offering help, follow a clear structure:
Use polite modals (can, could, would) to offer help and keep your tone professional.
Example
I'm sorry for the delay in delivering the report.
I understand your concern; let me look into it right away.
Would you like me to arrange a replacement for the damaged items?
We apologise for any inconvenience caused and will resolve this as a priority.
Tip
Universal errors learners make when complaining, offering help, or apologising:
Focus on politeness, clarity, and a clear follow-up action.
Quiz
Choose the best response to this customer complaint: "The shipment arrived late and several items are damaged."
Hint: Focus on empathy + action
Correct!
A good response acknowledges the issue, apologises or expresses regret, and offers a concrete solution or next steps.
Incorrect
The correct answer was: I'm sorry to hear that. We'll arrange replacements and investigate the cause.
A good response acknowledges the issue, apologises or expresses regret, and offers a concrete solution or next steps.
Quiz
Complete: _____ you like me to resend the file?
Hint: Use a polite modal to start this offer
Correct!
'Would you like me to' is a polite way to offer to do something for someone.
Incorrect
The correct answer was: Would
'Would you like me to' is a polite way to offer to do something for someone.
Quiz
Choose the most appropriate apology for a client whose meeting was missed due to calendar error:
Hint: Look for apology + responsibility + remedy
Correct!
Best practice: apologise, accept responsibility, and offer a concrete next step to fix the situation.
Incorrect
The correct answer was: I'm sorry we missed the meeting. I take full responsibility and will reschedule as soon as possible.
Best practice: apologise, accept responsibility, and offer a concrete next step to fix the situation.
Vocabulary
to express regret for something that has happened
We apologise for the delay and will send the documents today.
Expression
to propose to give help or a service to someone
Can I offer you some assistance with that task?
Vocabulary
to express dissatisfaction or annoyance about something
The client complained about the product quality.
Vocabulary
trouble or difficulty caused to someone
We apologise for the inconvenience and will fix the issue promptly.
Vocabulary
to find a solution to a problem or disagreement
Our customer service team will resolve the issue within 48 hours.
Expression
polite phrase used to offer to do something for someone
Would you like me to schedule the meeting for tomorrow?