Helping a Customer Who Is Frustrated
Awam
•
26 Oktober 2026
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Dengar dan ulang kaji
Tambahkan sekurang-kurangnya 2 Kad Voca untuk mengakses Dengar dan ulang kaji serta berlatih dengan audio.
Practice respectful phrases for helping an upset customer in Spanish.
A shop employee acknowledges a customer's frustration, checks a payment problem, and offers a refund.
The phrases use usted and move from listening to confirming facts and agreeing on a solution.
Kad Voca
1.
Estoy aquí para ayudarle.
I'm here to help you.
Estoy aquí para ayudarle con el cobro de su compra.
I'm here to help you with the charge for your purchase.
2.
Lamento lo ocurrido.
I'm sorry about what happened.
Lamento lo ocurrido con su pago de ayer.
I'm sorry about what happened with your payment yesterday.
'Lamento' is more formal than 'siento'; it does not imply that you personally caused the problem.
3.
Entiendo que esté molesto.
I understand that you're upset.
Entiendo que esté molesto por haber pagado dos veces.
I understand that you're upset about being charged twice.
Use 'molesta' instead of 'molesto' when addressing a woman.
4.
Usted esperaba otra cosa.
You were expecting something different.
Usted esperaba otra cosa al venir a nuestra tienda.
You were expecting something different when you came to our store.
'Otra cosa' can refer to a different outcome, not necessarily a different product.
5.
Tiene razón en pedir una explicación.
You're right to ask for an explanation.
Tiene razón en pedir una explicación por este cobro.
You're right to ask for an explanation of this charge.
'Tiene razón en' agrees with the specific point that follows, not necessarily with every complaint.
6.
Gracias por explicármelo.
Thank you for explaining that to me.
Gracias por explicármelo con el recibo en la mano.
Thank you for showing me your receipt and explaining what happened.
7.
¿Puede decirme cuándo ocurrió?
Could you tell me when it happened?
¿Puede decirme cuándo ocurrió el segundo cobro?
Could you tell me when the second charge occurred?
'¿Puede...?' makes this a polite request rather than a question about ability.
8.
¿Me permite ver su recibo?
May I see your receipt?
¿Me permite ver su recibo para comprobar los dos cobros?
May I see your receipt so I can check the two charges?
'Recibo' is proof of payment; a detailed billing document may be a 'factura'.
9.
Quisiera confirmar lo que me dice.
I'd like to confirm what you're telling me.
Quisiera confirmar lo que me dice: ¿pagó dos veces por la misma compra?
I'd like to confirm what you're telling me: were you charged twice for the same purchase?
'Quisiera' softens an intention or request; it does not refer to past time here.
10.
Voy a comprobar qué ocurrió.
I'll check what happened.
Voy a comprobar qué ocurrió con el pago de ayer.
I'll check what happened with yesterday's payment.
'Qué' keeps its accent in an indirect question such as 'qué ocurrió'.
11.
Necesito consultarlo con la persona encargada.
I need to check with the person in charge.
Necesito consultarlo con la persona encargada antes de ofrecerle una solución.
I need to check with the person in charge before offering you a solution.
'La persona encargada' can refer to a man or a woman because 'persona' is feminine.
12.
Gracias por esperar.
Thank you for waiting.
Gracias por esperar mientras revisábamos su pago.
Thank you for waiting while we reviewed your payment.
13.
Le voy a explicar lo que pasó.
I'll explain what happened.
Le voy a explicar lo que pasó con su compra.
I'll explain what happened with your purchase.
14.
Tiene razón: hubo un error.
You're right: there was a mistake.
Tiene razón: hubo un error al cobrarle dos veces.
You're right: we made a mistake and charged you twice.
15.
Me hago cargo de resolverlo.
I'll take responsibility for resolving this.
Me hago cargo de resolverlo para que usted no tenga que volver.
I'll take responsibility for resolving this so you won't have to come back.
'Hacerse cargo de' signals personal responsibility, not just a plan to ask someone else.
16.
Le puedo ofrecer esta solución.
I can offer you this solution.
Le puedo ofrecer esta solución para corregir el cobro de más.
I can offer you this solution to correct the extra charge.
'Le' refers to the customer; do not replace it with 'lo' or 'la' in this offer.
17.
Podemos devolverle el dinero.
We can refund your money.
Podemos devolverle el dinero del segundo cobro.
We can refund the amount of the second charge.
'Podemos' offers an available option without assuming the customer has accepted it.
18.
La devolución puede tardar unos días.
The refund may take a few days.
La devolución puede tardar unos días, según su banco.
The refund may take a few days, depending on your bank.
'Puede tardar' gives an estimate, not a guaranteed deadline.
19.
¿Está de acuerdo con esta solución?
Is this solution acceptable to you?
¿Está de acuerdo con esta solución para el cobro de más?
Is this solution for the extra charge acceptable to you?
20.
¿Hay algo más que pueda hacer por usted?
Is there anything else I can do for you?
¿Hay algo más que pueda hacer por usted antes de que se vaya?
Is there anything else I can do for you before you leave?
'¿Hay algo más...?' is best used after you have addressed the main concern.
21.
Si lo necesita, puede volver a hablar conmigo.
You can speak with me again if you need to.
Si lo necesita, puede volver a hablar conmigo sobre la devolución.
You can speak with me again about the refund if you need to.
Use 'conmigo', not 'con mí'.
22.
Gracias por su paciencia.
Thank you for your patience.
Gracias por su paciencia mientras resolvemos el problema con su pago.
Thank you for your patience while we resolve the issue with your payment.
'Gracias por su paciencia' acknowledges waiting; it should not replace an apology.