1. 6. Dealing with Complaints Activity
Business English Conversation and Listening
Instructor: Hsin-Hsin Cindy Lee

2. Speaking Exercise
Imagine that you were living in a hotel for a business trip.
You got some problems with your room.
E.g. You can’t find the TV remote control.
E.g. The air conditioner is not working.
E.g. There is no view of your room, which is
different from your expectation.
You call the receptionist to ask for help.
Greet and state the problem.
You would like to change to another room.

3. Writing Exercise You lived in a hotel for a business trip.
When you were staying there, there was noisy construction in the other wing of the hotel.
You felt disturbed in your stay.
You also think it’s unfair that the hotel didn’t inform you about the construction when you booked the room.
Now you’ve returned to your home country from the hotel.
You would like to write a complaint letter to the hotel’s general manager regarding the discomfort you experienced.
Write the complaint letter ‘politely’!

4. -End-
Do you have any questions?

5. Exercise – Role Play Role 1
You live in a hotel during a business trip.
There are some problems with your room.
E.g. You can’t find the TV remote control.
E.g. The air conditioner is not working.
E.g. There is no view of your room, which is
different from your expectation.
You call the receptionist to ask for help.
Greet and state the problem.
You would like to change to another room.
Role 2
You are a hotel’s receptionist.
You answer a phone call from a room guest.
You greet and get the message from the guest.
The guest makes a complaint and ask to change to another room.
You are willing to help, but you will have to either transfer the problem to room service center or check availability of room later for the guest.
You promise your action before end the call.