Listening Part 1: Problem Solving

A new item given or used in place of one that is broken, lost, or not working.

“The company sent a replacement within two business days.”

“He requested a replacement for the damaged package.”

Often used: send a replacement · request a replacement · free replacement

To confirm that you have received something or that you are aware of a situation.

“Please acknowledge receipt of this email by replying at your earliest convenience.”

“The manager acknowledged the complaint and promised to investigate the issue.”

Often used: acknowledge receipt · acknowledge a complaint · acknowledge an email

An arranged meeting at a set time.

“I made an appointment with my dentist.”

A piece of electronic equipment.

“Most people own several smart devices.”

Often used: mobile device · smart device

Trouble or difficulty caused to someone, often mentioned in apology letters.

“We apologize for any inconvenience this delay may have caused.”

“The road closure caused great inconvenience to local residents.”

Often used: cause inconvenience · apologize for the inconvenience · any inconvenience

To charge someone more money than the correct or agreed-upon price.

“She noticed she had been overcharged for the hotel room.”

“The store admitted they had overcharged him and issued a credit.”

Often used: accidentally overcharge · overcharge a customer · dispute an overcharge

Money returned for a faulty or returned item.

“I requested a full refund for the damaged item.”

Often used: full refund · request a refund

To find a solution to a problem or disagreement so that it is no longer an issue.

“We need to resolve this billing error before the end of the month.”

“The technician was able to resolve the issue within an hour.”

Often used: resolve an issue · resolve a conflict · resolve a dispute

To formally send or hand in a document, request, or form for review or approval.

“You need to submit your complaint in writing to get a refund.”

“She submitted the repair request online the same day.”

Often used: submit a form · submit a complaint · submit a request

A failure of a machine, system, or device to work correctly.

“The malfunction in the elevator was reported to maintenance.”

“A software malfunction caused all the data to disappear.”

Often used: report a malfunction · technical malfunction · malfunction occurs

Not yet paid, resolved, or completed, especially referring to bills or tasks.

“There is an outstanding balance on your account that needs to be paid.”

“The outstanding issues were addressed at the next meeting.”

Often used: outstanding balance · outstanding payment · outstanding issue

To give someone money or something of value to make up for a loss, problem, or inconvenience.

“The airline offered to compensate passengers with travel vouchers.”

“The company agreed to compensate her for the damaged goods.”

Often used: compensate for losses · compensate a customer · fairly compensate

to increase rapidly in intensity, size, or seriousness.

“Without intervention, the conflict shown in the image is likely to escalate quickly.”

“The small fire could escalate into a major emergency if not controlled.”

Often used: escalate quickly · escalate into a crisis · continue to escalate

An official document allowing something.

“You need a permit to build a fence.”

Often used: work permit · apply for a permit

To find and fix problems in a system.

“The technician helped me troubleshoot the issue.”

A temporary or indirect method used to solve a problem when the main solution is not available.

“Until the software is fixed, the IT team suggested a workaround.”

“She found a workaround so she could still access her account.”

Often used: find a workaround · use a workaround · suggest a workaround

To avoid or go around a normal process, system, or obstacle in order to achieve a goal more directly.

“He suggested bypassing the regular process and contacting the director directly.”

“You can bypass the login issue by resetting your credentials.”

Often used: bypass the system · bypass the process · bypass a restriction

A specific section or condition written into a contract, agreement, or legal document.

“There is a clause in the lease that covers repairs to appliances.”

“She pointed out the cancellation clause before signing the contract.”

Often used: cancellation clause · clause in a contract · penalty clause

Allowed or qualified for something.

“You are eligible for the grant after one year.”

Often used: eligible for · eligible to apply

Urgent and requiring immediate attention or action.

“This is a pressing matter that needs to be resolved today.”

“The pressing issue was finding alternative accommodation for the family.”

Often used: pressing issue · pressing concern · pressing matter

To take action in order to handle a problem, task, or difficult situation.

“You need to deal with the water leak before it gets worse.”

“Let me deal with this complaint personally.”

Often used: deal with a problem · deal with a complaint · deal with the situation

To understand or solve something after thinking.

“It took me a while to figure out the new system.”

Often used: figure out a problem · figure out how

To contact someone again after a previous communication to check on progress or get more information.

“I am writing to follow up on my application submitted two weeks ago.”

“She promised to follow up with the landlord about the broken heating.”

Often used: follow up on an application · follow up with someone · follow-up email

To delay doing something or to wait before taking action.

“I'd hold off on buying a new phone until the warranty is sorted out.”

“She decided to hold off on making a complaint until she had all the facts.”

Often used: hold off on a decision · hold off for now · hold off until

To choose one option from several available alternatives.

“She decided to opt for the extended plan instead of the basic one.”

“You can opt for a full refund or a store credit.”

Often used: opt for a plan · opt for a refund · opt for delivery

To resolve or organize a problem.

“We need to sort out the schedule.”

Often used: sort out a problem · sort it out

To contact someone, especially to communicate information or ask for help.

“You should get in touch with customer support right away.”

“He promised to get in touch once he had more information.”

Often used: get in touch with support · get in touch by email · get in touch soon

Temporarily stopped or paused, either referring to a phone wait or a delayed action.

“The order has been put on hold until the payment issue is cleared.”

“She was on hold for twenty minutes before speaking to a representative.”

Often used: put on hold · placed on hold · remain on hold