Making complaints
Complaining politely and solving problems
Context
Listen to the dialogue. Tap the speaker to hear each line.
Cliente
Buenos días, quiero hacer una queja sobre mi última factura.
Good morning, I want to file a complaint about my last invoice.
Atención
Claro, ¿cuál es el problema exactamente?
Of course, what is the problem exactly?
Cliente
Me cobraron el doble del servicio del mes pasado.
They charged me double for last month's service.
Atención
Entiendo, déjeme revisar su cuenta. ¿Tiene el número de la factura?
I understand, let me check your account. Do you have the invoice number?
Cliente
Sí, es el número doscientos treinta y cuatro.
Yes, it is number two hundred thirty-four.
Atención
Tiene razón, hubo un error en el sistema. Le devolveré el dinero esta semana.
You are right, there was an error in the system. I will refund your money this week.
Cliente
Espero que no vuelva a ocurrir.
I hope it does not happen again.
Practice the dialogue
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Vocabulary
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atender
La atenderé en un momento.
e→ie: atiendo. 'Atención al cliente' = customer service.
to assist, serve
SaveGrammar in 1 minute
Querer + infinitive for complaints
'Quiero hacer una queja', 'quiero hablar con el gerente', 'quiero que me devuelvan el dinero'. With 'quiero que' use the subjunctive: quiero que me devuelvan.
Quiero que revisen mi factura. Quiero hablar con el encargado.
Quiero que + subjunctive = I want them to...
Le + verb: polite service forms
'Le devolveré', 'le reviso' — the indirect object 'le' marks the customer politely. Future for promises: 'le devolveré el dinero esta semana'.
Le devolveré el dinero. Le envío la confirmación por correo.
Le = to you (formal). Attach to commands: dígame, déjeme.
Interactive practice
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What is the complaint?
Listen and choose the correct option.
What is the complaint?
Quiero … una queja.
Write the missing word or words.
Accents optional: write "como estas" and it works.
matching
Connect each Spanish word with its English meaning.
Complain politely: you were charged double and you want a r…
Write your answer in Spanish.
Complain politely: you were charged double and you want a refund.
Suggested answer: Me cobraron el doble. Quiero que me devuelvan el dinero.
Hubo un error en el sistema, le devolveré el dinero esta se…
Listen and repeat the sentence out loud.
Hubo un error en el sistema, le devolveré el dinero esta semana.
There was an error in the system; I will refund your money this week.
Listen, pause and repeat out loud. Repeat 3 times until it sounds natural.
Pronunciation trainer
Final quiz
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