Welcome to Episode 2! Unfortunately, receiving and dealing with complaints from time to time is a necessary part of running or participating in more or less any business.  In this episode, I provide some strategies for dealing with complaints and some useful phrases which non-native speakers can add to their phrase bank in order to be prepared. Managing the right language is very important when dealing with complaints (it is important to make the situation better and not worse!) and therefore preparing beforehand and understanding what to expect in such situations is going to help enormously. How do you find dealing with complaints in English? Please share any advice or comments in the section below. All the very best! Paul Here is the full transcript: In this episode I’m going to be talking about how to manage complaints in English. Hi, there. I’m Paul Urwin. Welcome to the Business English Community Podcast where the world of business meets the English language. We discuss culture, strategies, techniques, vocabulary, grammar and much, much more. Find out more at businessenglishcommunity.com. Welcome to episode number two of the Business English Community podcast. I’m your host Paul Urwin. If you are an intermediate or advanced speaker of English looking to take your business English to the next level, then this is the podcast for you. Before we get started I wanted to invite you to check out our YouTube channel. We have some really fantastic videos on there. You can find a link on our website or simply enter Business English Community into YouTube. Today I’m going to be talking about dealing with complaints in English. First, business word of the week. This week’s word is startup. Now I’m sure many of you have heard of the word startup. That is, of course, S-T-A-R-T-U-P as one word, but what does it actually mean, or what are the different interpretations that are out there at the moment? At it’s most basic a startup is simply a new business. It’s simply a newly established company, but that’s not quite the whole store because you probably wouldn’t refer to a new bakery that has just opened up in your town as a startup. Not every new company is referred to as a startup, and why is that? That is because startups are usually focused within the tech sector in the technology sector. Most startups have something to do with technology. Also, they are companies that are designed to scale very quickly. They are designed to grow very quickly. I don’t even think that every new technology company would be defined as a startup especially if that company was simply doing something that is already very common within the marketplace. In summary, startups tend to be doing something new. They tend to be focused within the technology sector, and they are looking to achieve very fast growth, which is why for many startups the number of users or the number of people who have signed up to a particular service is what is most important to them rather than an immediate profit. They are usually looking for a more long-term profit. I really like this definition. This definition is from Neil Blumenthal, co-founder and co-CEO of Warby Parker. His definition goes as follows: “A startup is a company working to solve a problem where the solution is not obvious and success is not guaranteed.” In other words, a company doing something different. That’s business word of the week, startup. Now I’m going to move on to today’s main topic, which is managing complaints in English. First of all, I think we all have to deal with complaints from time to time, whatever business we are in. Obviously, dealing with those complaints in another language, in English in this case, if English is not your first language, then presents an additional challenge. I’m going to try and give you some recommendations and some phrases to help you d