1. Complaints and problems
Chapter 7
Complaints and problems

2. objectives Receiving a complaint Making a complaint
Dealing with a complaint
Complaints and solutions

3. Describe the situation

4. Receiving a complaint  

5. Receiving a complaint Expressions Asking customer about the complaint
What seems to be the problem?
Making a complaint
I’m afraid I have a complaint about….
apologize to the complain
I am very sorry about that.
I am sorry about the inconvenience.

6. Receiving a complaint Expressions Promise to solve it
We’ll take care of it right away.
Explaining a problem
Unfortunately, it ….
Thank supplier for the help
I’d appreciate that. Thank you.

7. 7-1 Receiving a complaint      

8. 7-1 Receiving a complaint

9. 7-1 Receiving a complaint

10. Receiving a complaint Roleplay
Call to your partner, and complain about the damaged goods
Call to your partner and complain about the wrong delivery. ( wrong model number)
Call to your partner and complain about wrong amount.

11. 7-2 Making a complaint
Practice the conversation with a partner.

12. practice
Practice the conversation with a partner.

13. Dealing with a complaint
What can you do to deal with the problem?
Look into the situation and get back to your customer later
Send the correct goods again ( correct model or volume)
Replace for free

14. 7-3 dealing with a complaint
Practice the conversation with a partner.

15. 7-3 dealing with a complaint
Practice the conversation with a partner.

16. 7-3 dealing with a complaint
Practice the conversation with a partner.
7-3 dealing with a complaint
Student A
Student B

17. 7-3 dealing with a complaint
Practice the conversation with a partner.
7-3 dealing with a complaint
Student A
A: Good afternoon, Electromart Wholesale, Deborah Chang speaking, How may I help you?

18. Student B
A: Good afternoon, Electromart Wholesale, Deborah Chang speaking, How may I help you?
B: Good afternoon, This is xxxx calling from City Stores. I’m afraid there’s a problem with our last order on may 19th.

19. 7-4 complaints and solutions
What are they complaining about?
MP3 player not
working
headset not working
Mini bar?
Restaurant? Customers want something?

20. 7-4 complaints and solutions
What solutions could you offer?
money back? Or replace another one?
get another one?
bring it right away!
fill up the mini bar?

21. 7-4 complaints and solutions2 1 3 4

22. 7-4 complaints and solutions
headset not working
get another one
money back
MP3 player not working
Coffee and dessert not arrived
bring right away
send someone up
Mini-bar empty

23. Finding solutions
What are the common complaints that arise at work, school, or in other places, such as shops, theaters etc
orders not arrive yet
….. is not working.
….. is broken.
The shipment we received has the wrong items.

24. To offer solutions I’ll send out the order right away.
I’ll send someone to fix that as soon as possible.
I’ll replace it(them) on Monday. ( first thing on Monday.)
I’ll send you a refund.
We can offer you a 10% discount on your next order.
We won’t charge you for the ……
I assure you it won’t happen again.

25. To request solutions Could you send the order again?
Could you send someone to fix that?
Can you offer me a discount?
I’d like a replacement.
I’d like a refund.
I’d like to cancel the order.

26. roleplay Work in pairs and practice complaints conversations
Student B complains
Student A offer a solution
Student B accept the solution or request a different solution.
Change roles

27. activity Each student gets a slip Student A is making a complaint,
Student B is dealing with the complaint.
Walk around and try to find the person with the other half
A speaks the first line, B speaks the first line.
If the first lines seem to go together, A says the next line, and B give the last line. Practice until it finishes.
Read your conversation to the whole class

29. example A: I’m afraid I have a complaint about our order.
B: sorry to hear that. What seems to be the problem?
A:The order hasn’t arrived yet.
B: But we sent it yesterday already.
A: well, ok. then it should be here by Friday.
B: Please let me know if it doesn’t arrive.

30. 7-5 hotel problems What kinds of problems can you have in a hotel?
No hangers in the closet,
The room is smoky,
No writing paper in the desk
To apologize

31. Common hotel problems Internet Noise Hotel room maintenance
room cleanliness, room smell, heating,
ventilation and air-con –

33. How to make a complaint? There is a lot of noise from the hallway.
There seems to be some unpleasant carpet odors from my room.
I am running out of hot water.
There are too few electrical outlets.
There are too limited breakfast hours.

34. 7-5 hotel problems
What are they complaining about?

35. 7-5 hotel problems

36. Useful expression Complaint I’m afraid I have a complaint.
There isn’t / aren’t any hot water in my room.
There’s something wrong with the …….
The ….. isn’t working.

37. Solution
I’ll send someone to your room right away.
I’m very sorry about that.
I’ll send someone right away.
I’m sorry about the inconvenience.

38. Change roles and practice again.
There isn’t any water in my room.
The shower isn’t working.
There’s something wrong with the TV.
There’s something wrong with the AC.

39. How to solve the complaint?
There is a lot of noise from the hallway.
There seems to be some unpleasant carpet odors from my room.
I am running out of hot water.
There are too few electrical outlets.
There are too limited breakfast hours.
I’m very sorry about that.
I’ll send someone to take care of it.
There isn’t anything we can do. But you can ………………………