30 個專業處理客訴的英文說法
TABLE OF CONTENTS
一份好的客訴回應會清楚做到四件事：讓對方知道你理解了問題、承認問題造成的影響、說明接下來會怎麼處理，並給客戶一個切實可行的下一步。這 30 個說法能幫助你在電子郵件、聊天和電話中做到這些，而不會顯得防衛心重，也不會做出無法兌現的承諾。
簡單的客訴回應架構
當你需要組出一份完整的回應時，可以依這個順序進行：
| 步驟 | 目的 | 範例 |
|---|---|---|
| 1. 表達理解 | 讓對方知道你聽見了這項客訴 | Thank you for bringing this to our attention. |
| 2. 指出影響 | 說出對方的不便或疑慮 | I understand how frustrating this delay must be. |
| 3. 釐清 | 在做決定前先確認事實 | Could you send me the order number? |
| 4. 採取行動 | 說明解決方案或調查方向 | I can arrange a replacement today. |
| 5. 設定預期 | 給出明確的期限 | You can expect an update by 3 p.m. tomorrow. |
| 6. 後續追蹤 | 確認處理結果 | Please let me know if the replacement arrives safely. |
英國議會與衛生服務申訴專員（UK Parliamentary and Health Service Ombudsman）建議，要讓對方知道你理解了這項客訴、說明調查了什麼、承認任何失誤造成的影響，並表明後續會如何處理。用字會隨情境改變，但這套架構在大多數客戶溝通管道中都適用。
30 個客訴處理說法一覽
| # | 說法 | 最適用於 |
|---|---|---|
| 1 | Thank you for bringing this to our attention. | 作為書面回應的開頭 |
| 2 | I understand that you're concerned about... | 說出客戶的疑慮 |
| 3 | Let me make sure I understand the issue correctly. | 準備摘要重述之前 |
| 4 | From what you've described, ... | 重述事實 |
| 5 | You're right to expect... | 承認對方合理的期待 |
| 6 | I'm sorry that this happened. | 為已確認的問題道歉 |
| 7 | I understand how frustrating this must be. | 展現同理心 |
| 8 | I apologize for the inconvenience this has caused. | 正式的書面道歉 |
| 9 | We should have handled this better. | 承擔責任 |
| 10 | I can see why this was disappointing. | 承認情緒上的影響 |
| 11 | Could you tell me when this happened? | 建立事件時間軸 |
| 12 | Could you send me your order or reference number? | 找出帳戶或交易紀錄 |
| 13 | What outcome would you like to see? | 了解對方期望的補救方式 |
| 14 | Just to confirm, did you receive...? | 確認單一事實 |
| 15 | May I ask a few questions so I can investigate this? | 展開較長的調查 |
| 16 | I've checked your account, and... | 報告已查證的結果 |
| 17 | The issue occurred because... | 說明已知的原因 |
| 18 | We are still investigating the cause. | 避免給出沒有根據的解釋 |
| 19 | This is what we found. | 帶入簡潔的說明 |
| 20 | I don't want to guess, so I'll confirm that for you. | 誠實面對不確定的情況 |
| 21 | Here's what I can do for you. | 轉向解決方案 |
| 22 | I can arrange a refund or replacement. | 提供明確的選項 |
| 23 | The best available option is... | 說明實際可行的補救方式 |
| 24 | While we can't do that, we can... | 拒絕一項請求並提出替代方案 |
| 25 | I've escalated this to our... team. | 確認已向上呈報 |
| 26 | You can expect an update by... | 給出期限 |
| 27 | If anything changes, I'll let you know immediately. | 管理仍在處理中的案件 |
| 28 | I'll follow up with you on... | 安排聯絡時間 |
| 29 | Please let me know if this resolves the issue. | 確認處理結果 |
| 30 | Thank you for giving us the opportunity to put this right. | 在行動方案達成共識後收尾 |
確認並理解客訴
開頭先讓對方知道你理解了這個具體問題。如果你從頭到尾都沒提到出了什麼錯，一句籠統的 We value your feedback 會顯得很制式。
1. Thank you for bringing this to our attention.
在電子郵件或聊天中，用這句中性的開場。緊接著就要說出問題本身，而不是先寫一段關於公司價值的內容。
例句： Thank you for bringing this to our attention. I can see that you were charged twice for order 4821.
2. I understand that you’re concerned about…
當客戶擔心的是某筆費用、期限、帳戶或安全問題時，可以使用這一句。
例句： I understand that you're concerned about a payment you don't recognize on your account.
3. Let me make sure I understand the issue correctly.
在摘要重述一項複雜的客訴之前，先說這一句。它讓客戶有機會糾正你。
例句： Let me make sure I understand the issue correctly. The first package arrived damaged, and the replacement contained the wrong item.
4. From what you’ve described, …
用這句把客戶的說法，與你已經查證過的事實區分開來。
例句： From what you've described, the app closed before your payment confirmation appeared.
5. You’re right to expect…
當這項期待明確來自政策、訂單或服務承諾時，可以使用這一句。在確認過實際承諾的內容之前，不要使用它。
例句： You're right to expect the price at checkout to match the price shown on your receipt.
如果這項客訴難以理解，在提出解決方案之前，可以先參考我們這篇關於釐清工作上誤解的說法。
道歉並展現同理心
有意義的道歉會說出問題本身或它造成的影響。想呈現自然的會話語氣就用 sorry，想呈現較正式的書面回應就用 I apologize。
6. I’m sorry that this happened.
在確認確實出了問題之後，用這句直接道歉。
例句： I'm sorry that your order arrived after the event you bought it for.
7. I understand how frustrating this must be.
當延誤、反覆聯絡或多次失敗嘗試已耗費客戶的時間時，可以使用這一句。不要擅自斷定對方並未表現出來的情緒。
例句： I understand how frustrating this must be after you have already contacted us twice.
8. I apologize for the inconvenience this has caused.
這句正式的說法適合商務電子郵件，但不應單獨使用。情況允許時，請補上具體的不便之處。
例句： I apologize for the inconvenience this delivery error has caused your team.
9. We should have handled this better.
當你的組織在流程或溝通上明顯有疏失時，可以使用這一句。
例句： We should have handled this better and told you about the cancellation before your appointment.
10. I can see why this was disappointing.
當結果未達合理的期待，但並未造成嚴重損失或風險時，可以使用這一句。
例句： I can see why this was disappointing; the product looked different from the photo on our website.
不要使用 I'm sorry you feel that way.。它會把焦點從問題轉移到客戶的反應上，聽起來可能顯得輕蔑。
詢問你需要的細節
只詢問有助於你查證案件或選擇補救方式的資訊，並說明你為什麼需要這些資訊。
11. Could you tell me when this happened?
用這句建立事件時間軸，同時不暗示客戶本來就應該提供這個資訊。
例句： Could you tell me when the error first appeared and whether it is still happening?
12. Could you send me your order or reference number?
索取用來找出該筆交易所需的識別碼。在公開聊天或社群媒體上，請先將對話移到私人管道。
例句： Could you send me your order number in a private message so I can check the delivery status?
13. What outcome would you like to see?
當可能有多種補救方式時，可以使用這一句。它並不承諾每一項請求都能被接受。
例句： What outcome would you like to see: a replacement, a repair, or a refund review?
14. Just to confirm, did you receive…?
用這句確認一個會改變下一步行動的是非題事實。
例句： Just to confirm, did you receive the cancellation email we sent on Monday?
15. May I ask a few questions so I can investigate this?
在電話中要連續問一系列問題之前，先說這一句。它讓客戶知道這些問題為什麼必要。
例句： May I ask a few questions so I can investigate this? I'll need the date, store location, and receipt number.
不責怪任何人地說明原因
說明應該準確、簡短且有用。如果原因不明，就照實說，並給出下一步的調查動作，而不是編造一個聽起來很肯定的答案。
16. I’ve checked your account, and…
只有在檢視過相關紀錄之後，才能使用這一句。
例句： I've checked your account, and the refund was approved yesterday but has not yet reached your bank.
17. The issue occurred because…
當原因已經確認，而且能用淺白的英文說明時，可以使用這一句。
例句： The issue occurred because the apartment number was missing from the shipping address.
18. We are still investigating the cause.
當調查仍在進行時，可以使用這一句。並搭配一個下次回報的期限。
例句： We are still investigating the cause, and I will update you by 2 p.m. tomorrow.
19. This is what we found.
在列出調查結果之前，用這句簡短的轉折，特別是在最後一封電子郵件中。
例句： This is what we found: the payment succeeded, but the confirmation email was sent to an old address.
20. I don’t want to guess, so I’ll confirm that for you.
當答案由其他團隊負責掌握時，在電話或聊天中可以使用這一句。
例句： I don't want to guess, so I'll confirm the warranty terms with our repairs team and reply within one business day.
避免用 That's our policy 當作完整的說明。請說出相關規定、它如何適用於這個案件，以及還剩下哪些選項。
提出解決方案
一旦你掌握足夠資訊，就從同理心轉向行動。清楚說明你現在能核准什麼，以及什麼還需要審核。
21. Here’s what I can do for you.
用這句帶出一項立即且具體的行動。
例句： Here's what I can do for you: waive the delivery fee and send the missing item today.
22. I can arrange a refund or replacement.
當兩個選項確實都可用時，可以使用這一句。請說明兩者之間任何實際上的差異。
例句： I can arrange a refund to your original payment method or send a replacement by express delivery.
23. The best available option is…
當只有一種切實可行的補救方式時，可以使用這一句，但要說明它為什麼合適。
例句： The best available option is a replacement, because the part needed for a repair is no longer produced.
24. While we can’t do that, we can…
用這個句型劃出明確的界線，而不會用一句 no 就結束對話。
例句： While we can't refund a used gift card, we can transfer the remaining balance to a new card.
想了解其他清楚表達限制的方式，請參閱這篇用英文禮貌說不的說法。
25. I’ve escalated this to our… team.
說出是哪個團隊，並說明它會做什麼。除非客戶知道接下來會發生什麼，否則 Escalated 本身並不是一個解決方案。
例句： I've escalated this to our billing team for a manual review. They will email you within two business days.
設定預期並後續追蹤
把 soon 和 as quickly as possible 換成一個你做得到的日期或時間。如果還沒有最終答案，就承諾下次回報的時間，而不是承諾最終結果。
26. You can expect an update by…
當調查或核准仍在進行中時，可以使用這一句。
例句： You can expect an update by 4 p.m. Eastern Time on August 6.
27. If anything changes, I’ll let you know immediately.
在說明目前的計畫與期限之後，可以使用這一句。
例句： The replacement is scheduled to ship tomorrow. If anything changes, I'll let you know immediately.
28. I’ll follow up with you on…
當這個細節有幫助時，除了日期之外也一併說明聯絡管道。
例句： I'll follow up with you by email on Friday, even if the carrier has not completed its review.
29. Please let me know if this resolves the issue.
在客戶有明確的動作可以測試，或有結果可以確認之後，可以使用這一句。
例句： I've reset the account permissions. Please let me know if this resolves the issue when you sign in again.
30. Thank you for giving us the opportunity to put this right.
在承擔責任並就補救方式達成共識之後，可以使用這一句。如果客訴仍未解決，請避免使用。
例句： The refund is now complete. Thank you for giving us the opportunity to put this right.
應避免的說法
| 應避免 | 為何行不通 | 改用 |
|---|---|---|
Calm down. | 否定客戶的反應 | I understand this is frustrating. Let me check what happened. |
That's not my fault. | 把焦點放在內部責任歸屬 | I'll find the right person to review this. |
You misunderstood. | 責怪客戶 | Let me explain that more clearly. |
As I already told you... | 聽起來很不耐煩 | To recap, the next update is due tomorrow. |
There's nothing I can do. | 讓事情走進死胡同 | I can't approve that request, but I can offer these options. |
It's company policy. | 沒有給理由，也沒給出路 | Our return period ended on July 31; however, the repair option is still available. |
I promise it will be fixed today. | 冒著做出不實承諾的風險 | I'll update you by 5 p.m. today, even if the repair is still in progress. |
Sorry for any inconvenience. | 可能顯得制式又不確定 | I'm sorry the duplicate charge left those funds unavailable. |
可直接使用的客訴回應範本
電子郵件
Subject: Update on order 4821
Hello Maya,
Thank you for bringing this to our attention. I’m sorry that your package arrived damaged. I can arrange either a replacement by express delivery or a refund to your original payment method. Please reply with your preferred option, and I’ll confirm the next step within one business day.
Best regards,
Jordan
對於多語言的客戶，可以用 OpenL 翻譯完成後的回應，然後再對照原文核對姓名、訂單號碼、日期、退款條款和承諾的期限。我們的商務電子郵件翻譯指南涵蓋了這道最後檢查。
即時聊天
Customer: I was charged twice and nobody has replied to my email.
Agent: I’m sorry you’ve had to contact us again. Let me make sure I understand: two charges appear for the same order, and your earlier email has not received a response. Could you send me the order number in this private chat? I’ll check both charges now.
Agent: I’ve found the duplicate payment and submitted it for reversal. You can expect a confirmation email within one business day. I’ll follow up here tomorrow if it has not arrived.
電話
Agent: I understand how frustrating this delay must be. Let me make sure I have the details right: your installation was scheduled for Tuesday, but no technician arrived and you received no cancellation message. Is that correct?
Customer: Yes.
Agent: I’m sorry we missed the appointment and failed to contact you. Here’s what I can do: arrange the earliest available appointment and ask our scheduling team to review the missed visit. I don’t want to guess about the time, so may I place you on hold while I confirm it?
最有力的回應並不是最長的那一個。說出問題、承認它造成的影響、採取下一步行動，並給出一個客戶可以信賴的期限。
Sources
- Writing and communicating your final response — UK guidance on acknowledging impact, explaining findings, apologizing, remedies, updates, and escalation.
- Principles of Good Complaint Handling — Parliamentary and Health Service Ombudsman principles covering customer focus, accountability, fairness, remedies, and improvement.
- CHG810: Top ten tips when dealing with complaints — HMRC guidance on summarizing concerns, using plain English, apologizing for errors, explaining causes, and putting things right.
- Customer complaints: Definition, examples, and resolution tips — Industry guidance on reflective listening, acknowledging frustration, setting expectations, solutions, and follow-up.
