When someone complains, a calm and polite response can turn a difficult moment into a positive one. In this workshop, you will learn three key steps: apologize sincerely, ask for specific details, and offer a concrete solution. You will practice with short, natural Japanese phrases used in service situations. The recordings give you model lines to listen to and repeat. You will play both the customer and the staff member, so you can understand the full exchange. By the end, you will be able to respond to a complaint with confidence and care.
Step 1: Apologize Sincerely
A sincere apology is the first step in handling any complaint. In Japanese, the most polite and formal apology is «申し訳ございません。». This means 'I am very sorry.' It is appropriate when a customer or someone in a higher position complains. You can also use a phrase that acknowledges the inconvenience without admitting fault: «ご不便をおかけしてすみません。». This means 'I am sorry for the inconvenience.' It shows empathy and is common in service recovery. When you use these phrases, speak clearly and calmly. A slight bow of the head can add sincerity. Practice saying each phrase slowly, then at a natural speed. Remember that tone matters as much as words. A flat or rushed apology can sound insincere. Take a breath before speaking, and let your voice convey genuine regret.
Step 2: Ask for Details Politely
After apologizing, you need to understand the problem. A polite way to ask for more information is «詳しい状況を教えていただけますか。». This means 'Could you tell me the details of the situation?' It is a respectful request that gives the customer a chance to explain. When you ask this, listen carefully without interrupting. You can nod or say small encouraging sounds like 'hai' or 'ee' to show you are listening. If you need more specific information, you can ask follow-up questions, but keep your tone gentle. For example, you might ask when the problem started or what exactly happened. The goal is to gather facts, not to argue. By asking for details, you show the customer that you take their complaint seriously and want to help.
Step 3: Offer a Solution
Once you understand the problem, offer a clear solution. A useful phrase is «すぐに対応いたします。», which means 'I will take care of it right away.' This tells the customer that you are taking action. If you need to check something first, you can say that you will confirm and then respond. For example, in a delivery complaint, you might say you will check and then prepare a replacement. Always be specific about what you will do and when. Avoid vague promises. If you cannot solve the problem immediately, tell the customer what the next step will be and when they can expect an update. This helps rebuild trust. Remember to thank the customer for their patience. A calm, solution-focused approach can turn a complaint into a positive experience.
Listen once, then say the phrase yourself. Slow playback keeps the original pitch.
Checking available voices…
申し訳ございません。
I am very sorry.
Mōshiwake gozaimasen.
ご不便をおかけしてすみません。
I am sorry for the inconvenience.
Go-fuben o okake shite sumimasen.
詳しい状況を教えていただけますか。
Could you tell me the details of the situation?
Kuwashii jōkyō o oshiete itadakemasu ka.
すぐに対応いたします。
I will take care of it right away.
Sugu ni taiō itashimasu.
Read one side aloud, then answer in your own words. The goal is to make the exchange yours.
すみません、注文した商品がまだ届いていません。
Excuse me, the product I ordered has not arrived yet.申し訳ございません。ご不便をおかけしてすみません。詳しい状況を教えていただけますか。
I am very sorry. I apologize for the inconvenience. Could you tell me the details?先週の金曜日に注文して、まだ届いていません。
I ordered last Friday, and it still has not arrived.確認いたします。すぐに対応いたしますので、代わりのものをご用意します。
I will check. I will take care of it right away, so I will prepare a replacement for you.Your turn
Try each prompt out loud. Choose a guided start, the full sequence, or a challenge pass after your first attempt.
Guided Exchange: Apologize and Ask for Details
You are a staff member at an online shop. A customer calls to complain that their order has not arrived. You will play the staff role. Listen to the customer's first line, then respond with an apology and a request for details.
Your task: First, listen to the customer's complaint: «すみません、注文した商品がまだ届いていません。». Then, respond using the model staff line: «申し訳ございません。ご不便をおかけしてすみません。詳しい状況を教えていただけますか。». Repeat the staff line aloud, focusing on clear pronunciation and a polite tone. After that, listen to the customer's reply: «先週の金曜日に注文して、まだ届いていません。». Finally, respond with the staff solution line: «確認いたします。すぐに対応いたしますので、代わりのものをご用意します。». Practice the full exchange from start to finish.
Reply Comprehension: Choose the Right Response
You will hear a customer complaint and then two possible staff responses. Your job is to choose the response that best matches the situation. This tests your understanding of the apology and solution phrases.
Your task: Listen to the customer line: «すみません、注文した商品がまだ届いていません。». Then consider these two staff responses: Option A: «申し訳ございません。» only. Option B: «申し訳ございません。ご不便をおかけしてすみません。詳しい状況を教えていただけますか。». Which response is more complete for handling the complaint? Say your choice aloud. Then listen to the customer's follow-up: «先週の金曜日に注文して、まだ届いていません。». Now consider these two staff responses: Option A: «すぐに対応いたします。» only. Option B: «確認いたします。すぐに対応いたしますので、代わりのものをご用意します。». Which response offers a clearer solution? Say your choice aloud.
Recall and Role-Play: Full Complaint Handling
Now you will recall the key phrases without looking at the text. Imagine you are the staff member again. A customer has a complaint. You need to apologize, ask for details, and offer a solution using the phrases you learned.
Your task: First, say the very polite apology phrase from memory. Then say the phrase that acknowledges inconvenience. Next, ask for details politely. After that, say that you will take care of it right away. Finally, say that you will check and prepare a replacement. Try to say each phrase without looking at the recordings. If you forget, listen to the recording again and repeat.
Common questions
What if I make a mistake while speaking?
Mistakes are a normal part of learning. If you make a mistake, pause, take a breath, and try again. You can also listen to the recording again and repeat after it. The goal is to communicate clearly, not to be perfect. With practice, the phrases will become automatic.
Can I use these phrases in everyday situations?
Yes, these phrases are polite and can be used in many service situations, such as in a store, restaurant, or on the phone. They are especially useful when you need to apologize or ask for details. However, for very casual situations with friends, you might use shorter, less formal expressions.
Sources and further reading
- japanese: responding to complaintsChecked September 2026
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