Complaints and problems Chapter 7 Complaints and problems

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

Describe the situation

Receiving a complaint  

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.

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.

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

7-1 Receiving a complaint

7-1 Receiving a complaint

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.

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

practice Practice the conversation with a partner.

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

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

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

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

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?

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.

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

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?

7-4 complaints and solutions 2 1 3 4

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

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.

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.

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.

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

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

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.

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

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

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.

7-5 hotel problems What are they complaining about?

7-5 hotel problems

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.

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.

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.

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 ………………………