| Making complaints | Accepting complaints | Rejecting complaints |
| I'm sorry to bother you, but | I can’t tell you how sorry I am owfully sorry Oh, dear. I’m terribly sorry | I’m sorry there isn’t much we can do about it |
| Sorry, I have a complaint | Well, I’m afraid there is nothing we can do about it actually. | |
| I am sorry to have to say this but,.... | You should have……… | |
| Maybe you forgot to |
Respond to the following situations:
Customer: ……………………………………………....................................... ...
Shop assistant: Maybe it’s too late. You should have brought your jacket earlier and we could have
changed it. Fatima: ………………………………………………………………
Naima: I’m terribly sorry. I’ll fix up your CD player. .