BESCHWERDEN & SERVICE
der Service war schlecht/schäbig, man entschuldigt sich = we sincerely regret/apologize for any discomfort/inconveniences you may have experienced at our airport; I would like to offer/extend my most sincere apologies to you for the inconvenience caused; thank you for letting us know where extra attention is needed; I would like to apologize for falling short in this area; we realize that sometimes we fall short of your expectations (and our own as well); in the meantime please accept my apologies for the inconvenience/disturbance caused; if ever we fail to provide our customers with the service they deserve, we are deeply disappointed; please accept my apologies for the obvious lapse on this occasion, of our usual high standards; on behalf of our (name department) we would like to extend to you our most sincere apologies for the obvious inconvenience caused/brought on by (state event); we absolutely regret that our agent(s) was/were unable to provide the normal level of service on this occasion, but the circumstances were beyond his/her/their control; the employee’s conduct was below the standard we would expect; staff/service conduct was below the standard we would expect; we don’t want our company’s name to become a byword for inefficiency; company/airline was quick to apologize
alles wird besser = I know that we can demonstrate that we can deliver; we will follow through on our promise of excellent customer service; we always listen to (your) feedback and definitely take action to make things right; we are committed to being an airline/airport of distinct preference; we look forward to welcoming you again in the near future; we want our passengers’ trips to be entirely pleasant; I hope that you will include our airport/company in your future travel plans; I am confident that this situation will not arise in the future; we can only succeed by consistently offering/providing superior/top-notch/first-class service; we will do everything in our power to uphold our high standards; we are intent on preserving our integrity and building on our achievements; be assured that your comments will receive close attention
wir danken Ihnen, dass Sie uns Ihre Erlebnisse geschildert haben = thank you for sharing your valuable comments with us; we appreciate the opportunity to assist you; any problem is carefully reviewed with an eye toward prevention; all our employees are expected to perform their duties with courtesy and efficiency; we will continue to work hard to provide our customers with the best service and facilities in the industry; I can fully understand your grievance; customer feedback is invaluable to all our processes; our airport/airline does not tolerate illegal or unethical/toxic behavior in any form; we will focus our efforts/energy on correcting/remedying what went wrong; we will go the extra mile/to great lengths to resolve the complaint; we’d love to hear your feedback you if you feel there are areas in which we need to improve
der Ton einer Beschwerde sollte gemäßigt sein = you’d better soften your tone/temper your language if you want to elicit a positive response/a strong reaction; the frequent flyer couched his complaint in more modest terms/discreet language
der Rechtsanwalt verschärft den Ton der Beschwerde = the lawyer has sharpened his rhetoric
unsere Firma bearbeitet Beschwerden zeitnah = our company follows up/processes complaints in a timely manner; we’ll get back to/reach out to you as soon as we can
wir werden uns revanchieren (positiv) = we will make it up to you
wir geloben Besserung und sind bestrebt, den Service weiterzuentwickeln = we are intent on enhancing/streamlining/upgrading all levels of service; the company needs to lift/raise/elevate its game; we should raise/set a higher service quality bar/explore new service avenues; the marketing department is broadening the appeal of our facilities; the flagging fortunes of the service department are being revived; for the upcoming season we plan to create/devise/dream up new service options; in order to liven up the airport’s retail sector we are in the process of finetuning/retooling/refining/boosting our service performance; we’re headed in the right direction
„wir sind für Sie da“ = „we‘re here for you today“; „we‘re all about you“, „we’re here to help”
ich möchte nur etwas/eine Beschwerde loswerden = I just want to air/present a gripe/grievance/beef/complaint; let me get something/ this off my chest; I 'd like to let off/get off some steam
dieser Kunde beschwert sich immer = this client is always grumbling about something
eine Frau, die sich oft beschwert wird „Karen“ genannt (der Begriff ist abwertend) = = „Karen“ is a pejorative term which is attributed to a (female) person who is a notorious complainer/griper
er jammert immer auf hohem Niveau = he always cries wolf when the company books him a business class flight (instead of first class); to me this is a luxury/high-class/elite problem/an embarrassment of riches; stop whingeing (AUS for complaining), we’ve got it good/it’s not that bad/that shabby; don’t take everything for granted, you are just lucky to have it
unfreundliches Personal verärgert/verprellt Kundschaft = unfriendly staff alienates/weighs down customers
wütender Passagier schreit Mitarbeiter an = angry/irate passenger shouts down staff
meine Geduld wird strapaziert = poor service tests my patience
der Vielflieger machte seinem Ärger über die schlechte Einstellung des Personals Luft = the frequent flyer began to sound off loudly about the poor staff attitude
der Passagier zeigt seine Unzufriedenheit/bringt seinen Unmut zum Ausdruck = the fussy passenger/customer utters/lets out a cry of discontent/vents his/her anger
ab und zu hört man, dass verärgerte Passagiere sagen, dass „diese/r Airline/Flughafen ist eine Zumutung” = every now and then one can hear that irate passengers say that “this airline/airport sucks/stinks”
durch die Verspätung macht sich Unzufriedenheit breit = rumblings of dissatisfaction are being heard due to the delayed flight
bei Top-Airline sind letztes Jahr zu viele Beschwerden eingegangen = one of the largest airlines in our country was the (second) most complained about company last year
es schadet nicht, wenn man bei der Betreuung von älteren Passagieren geduldig ist = it always helps to exercise patience when you deal/ speak with older passengers
wir sind nicht manchmal in der Lage, guten Service zu liefern, weil unser Personal überfordert ist = we are unable to deliver good service performance because our staff is/our workers are stretched/overstretched/strained; we realize that sometimes due to circumstances beyond our control we fall short of our customers’ expectations
alle meckern nur = here come the news from the whine cellar (it’s a pun)
wenn der Service unzulänglich ist, muss man die Lücken/Fehler feststellen = when service inadequate is, gaps must be identified
wir bitten um Verständnis = we urge/appreciate your patience
seien Sie vorsichtig = I ask you to/please be vigilant
der Ticketagent zeigte Kulanz bei der Umbuchung = the ticket agent showed forbearance and didn’t charge me for the rebooking
er ist ihr sehr entgegengekommen = he was very happy to oblige
unsere Belegschaft kann jeden Wunsch von den Augen ablesen = our staff always goes the extra mile/pulls out all the stops to satisfy/ fulfill/meet customers’ needs/requirements; our service minded employees can spot clients needs quickly
das war eine Wiedergutmachung für den desaströsen Service = the airline sort of righted the wrongs when they picked up the bill for the overnight stay; airline grants/accommodates additional requests if the service was below standard/par
die angekündigten Verbesserungen sind nichts anderes als ein paar oberflächliche Maßnahmen = the announced improvement measures are no more than a few skin deep/cosmetic superficial changes/a band-aid solution; the reaction/compensation measures were only half-baked/underdone/not up to scratch/not up to snuff
Passagiere fordern Kompensation für armseligen Service = passengers seek redress/compensation for poor service
wir wurden erbärmlich betreut = treatment this time around was absolutely poor/abysmal/egregious/shabby; we were given a raw deal/ treated like doormats; nothing worked and we ended up getting the rough end of the pineapple; we got cheapshotted all the way; the entire experience was a rough ride; the service we experienced was awful/completely inadequate
das Verhalten des Ticketagenten war grottenschlecht = the ticket agent attitude was a case of real rude/toxic behavior/egregious misconduct
wir sind enttäuscht von Ihrer Airline/Ihrem Flughafen = we feel deeply/extremely disappointed in your airline; I would like to express my disappointment with your airport
der Bordservice ist/war sehr mangelhaft = the in-flight service is totally lacking; we endured too many service lapses/shortcomings during our recent journey with your airline
mit gutem Service wollen wir Ihnen Ihre Reise angenehm gestalten = our service is designed around making your journey a huge pleasure
Wie war unser Service heute? = How did we do/make out today? How was your recent service experience in our airport/hotel?
der Service war erstklassig = the service was superb/stellar/vintage/A1/terrific; it was what they call “can-do service”
wir/die VIPs haben den bestmöglichen Service bekommen = we were greeted with the usual red-carpet treatment; the service agents pulled out all the usual stops/went the extra mile for the VIP delegation
uns ist es bewusst, dass wir nur mit effizientem und beständigem Service die Kundschaft binden können = we have come to the realization that consistent and efficient service is the glue that bonds the company’s customers
man muss ständig die Kundschaft pflegen = we always have to court/nurture/reach out to/bond with our customers
es gibt Passagiere, die Flugangst haben =
some passengers have a hang-up about flying
Airline/Flughafen muss sorgfältig die Interessen der Kunden abwägen = airline/airport needs to weigh up their customers’/clients’ best interests
wir können es uns nicht leisten, Kunden zu verlieren = we can ill-afford to lose customers
unser Personal verfügt über sehr viel Entscheidungsfreiheit = our company empowers employees to “take ownership” in order to settle matters quickly
man soll mit dem Service nicht übertreiben = there is no need to over-hype the passenger experience
infolge von finanziellen Einschränkungen können wir derzeit nur einen abgespeckten Service anbieten = owing to financial constraints presently we can only offer our passengers a stripped-down/watered-down service
zuerst werden nicht relevante Dienstleistungen gestrichen = first services targeted to be cut are low hanging fruit, (because they are “easy to pick”, i.e. inexpensive), such as free newspapers
auf diesem Flug testen wir ein neues Servicekonzept = on this flight we will run a road-test/field-test for a new service option
ab sofort gibt es kostenlose Mahlzeiten auf allen Flügen = we are delighted for our customers that as of now we will offer free meals on all our flights
unsere Beschwerdestelle kommuniziert ständig mit unseren Kunden, um neue Serviceangebote auszuloten/vorzuschlagen
= our CRM (Customer Relationship Management) interacts with our customers to identify/propose new service offerings
