A customer calls to complain: the call script and the phrases to use
Sado AI team · · 5 min read
In short
A complaint call script has five steps: let the customer speak without interrupting, apologise for the trouble, ask three questions (order number, what happened, what the customer wants), name a fix or a next step with a time, and repeat what you agreed. Don’t argue, don’t blame the customer or the courier, and don’t promise what you can’t deliver. Refunds and large sums are a manager’s decision: note the complaint and say when the manager will call. Then call back at that time.
What a complaining customer expects
An angry customer usually wants two things: to be heard, and to know when and how the problem will be fixed. Not everyone expects a gift or a discount. If the operator interrupts, says “that never happens here” or starts reading out the rules, a small complaint turns into a big row. A script keeps the operator calm and in the same order every time.
The complaint script in 5 steps
- Listen and don’t interrupt. Wait until the customer stops, then sum it up briefly: “I see: the wardrobe arrived and the door is scratched.” The customer hears that you understood.
- Apologise for the situation and don’t blame anyone: “I’m sorry for the trouble. We’ll put it right.” Don’t blame the courier, the warehouse or the customer.
- Ask three questions: the order number or phone, what happened and when, and what the customer wants — a replacement, a repair or a refund.
- Give a fix or a next step with a time: “By 12 tomorrow a technician will call you to agree a visit.” If you don’t know the time, don’t say “soon” — say when you’ll call back.
- Repeat what you agreed and say thank you: “So we’re replacing the door and the technician calls tomorrow. Thanks for telling us.”
After the call, note in one place: who, which order, what happened, what was promised, who owns it and by when. Unwritten promises get forgotten.
What not to say, and what to say instead
| Don’t say | Say instead |
|---|---|
| “That can’t be right” | “I see, let me check right now” |
| “It’s the courier’s fault” | “I’m sorry for the trouble. I’ll sort it out” |
| “You misunderstood” | “Let’s check together: when did the order arrive?” |
| “We’ll fix it soon” | “We’ll call you by 12 tomorrow” |
| “That’s not my job” | “A manager decides this. They’ll call you today by 5 pm” |
Sample call: a scratched wardrobe
Sado: Assalomu alaykum, Nur Mebel, Malika speaking.
Caller: You delivered a wardrobe yesterday and the door is scratched! I paid in full!
Sado: I see, the door of your new wardrobe is scratched. I’m sorry for the trouble. Whose name is the order under?
Caller: Anvar Qodirov, this number.
Sado: Found it. Shall we replace the door, or should a technician come and look first?
Caller: Replace it, please.
Sado: All right, I’ve put in the replacement. Our manager will call you today by five with the delivery day. Is anything else bothering you?
Caller: No, that’s all. Thank you.
The operator promised no refund or discount: it repeated the complaint, asked one question and named the next step with a time. The manager decides.
When to pass the call to a manager
- The customer asks for a refund or compensation. Write down in advance who makes that decision.
- The sum is large, or the same complaint comes in a second time.
- The customer asks for a manager: transfer at once or agree a callback at a set time.
- The talk turns to health, safety or court: the operator only takes notes, and a specialist answers.
Complaints in the evening and at weekends
Complaints often come after hours: an order arrives in the evening and the customer calls straight away. Sado’s AI operator answers these calls at once, day and night, in Uzbek or Russian, in your company’s name. It listens in the same order, asks your questions and notes the answers. It doesn’t make things up: if it doesn’t know, it says a manager will call back and creates a task. By your rule, it transfers the call to a staff member’s phone.
Each complaint’s recording, transcript and collected answers are in the portal, and in Bitrix24 if you use it. Common questions: questions about Sado. Try it live or call 78 778 01 23.
Questions
Should we give a discount to a customer who complained?
Not always. For many customers a quick, clear fix matters more. Write down your discount or compensation rule in advance and who applies it, so the operator doesn’t promise anything on their own.
What if the customer shouts?
Don’t raise your voice and don’t interrupt. When the customer stops, sum up what they said and ask one clear question. If the insults go on, say politely that a manager will call back.
Will an AI operator understand a complaint?
It understands Uzbek and Russian speech, asks the company’s questions and notes the answers. It doesn’t decide on refunds: it creates a task for a manager or, by your rule, transfers the call.