Tiêu đề LESSON 46 - Making a complaint.pdf ✅

USEFUL EXPRESSIONS TO MAKE A COMPLAINT § I have a complaint to make. ... § Sorry to bother you but... § I'm sorry to say this but... § I'm afraid I've got a complaint about... § I'm afraid there is a slight problem with... § Excuse me but there is a problem about... § I want to complain about... § I'm angry about... Examples: I have a complaint to make. Your pizza is just too salty. I'm sorry to say this but your food is inedible. 1. I'm afraid I've got a complaint about your child.He's too noisy . 2. I'm afraid there is a slight problem with the service in this hotel. 3.Excuse me but you are standing on my foot. 4. I want to complain about the noise you are making. 5. I'm angry about the way you treat me. Positive response to complaints: § I'm so sorry, but this will never occur / happen again. § I'm sorry, we promise never to make the same mistake again. § I'm really sorry; we'll do our utmost/best not to do the same mistake again. Negative response to complaints: § Sorry there is nothing we can do about it. § I'm afraid, there isn't much we can do about it. § We are sorry but the food is just alright. Making a complaint Intermediate CONVERSATION
SCENARIOS: Making complaints in these situations
ROLE PLAY: Angry Customer Role A You are a customer who has bought a pair of very expensive shoes ... but after three days you notice that the stitching is fraying and your expensive shoes now look as though you have had them for years. On top of that you have notice that the colour has suddenly started to fade .. and they are no longer the dark brown that you had a originally bought but almost tan .. and that looks terrible with your business suits. You can not find the receipt for the shoes .. but you still have the bag and box in which the shop supplied them in You are angry as you only bought these shoes three days ago. You decide to go back to the shop and get your money back. You have decided you don’t want any more shoes from this shop as you now don’t trust the quality. Role B You are the manager of a shop and have had a busy season selling some of the new lines sent in by your supplier. You have just had an email from your supplier saying that there has been a problem at the factory with one of the new tanning dies and that the colour in some shoes may fade. This problem has now been rectified but believe that some customers may be unhappy. The supplier has said that they are more than happy to replace any shoes brought back by customers for a new pair with the correct tanning agent. You have already had five customers bring their shoes back and you have a pile of shoes now ready to be sent back for replacement. You can not afford to give refunds on the shoes as you have your targets to reach set by your headoffice .. so you have to replace the shoes.
PRACTICE SPEAKING 1. Is it always necessary to complain? Explain your answer 2. When is it appropriate to complain in a restaurant? 3. What do you think of the saying, "The customer is always right."? 4. What do you say to someone to complain about bad service in a store or restaurant? 5. Have you ever gotten angry at a worker in a store or a restaurant? Share your experience 6. What are some reasons why we might need to complain in a store or restaurant? 7. What are some reasons why you would not complain about bad service? 8. Do you prefer to make a complaint over the telephone or in person? 9. When is it necessary to write a letter / an email of complaint? 10. Is it common in your country to complain about bad service?