92 Making-A-Complaint US Student
92 Making-A-Complaint US Student
92 Making-A-Complaint US Student
Making a Complaint
Objective
In this lesson, you will learn useful words and
expressions to use when making a complaint.
You will also learn how to be polite when
expressing and responding to a complaint.
Let’s start by having a group discussion.
Warm-Up
A. Brainstorming
• restaurant server
• neighbor
• Tip:
• Nobody likes a complainer.
People are more likely to listen to your
• complaint if you begin with a polite introduction:
•
"Sorry to bother you, but…"
•
"I hate to say this, but…"
•
"I don't usually complain, but…"
•
"Excuse me. Do you have a moment?"
•
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Making a Complaint
Functional English
Warm-Up cont.
B. Vocabulary Preview
Dialogues
Read the dialogues and underline the complaints.
Practice with a partner. Then practice again with
some of the other complaints from the boxes.
A. At a Restaurant
A: Actually, my son still did not get his water. • we've been waiting
for over an hour.
B: I'm so sorry. We're very busy tonight.
• this is not what I ordered.
A: That's okay.
• my meat isn't cooked.
B: It will just be a few minutes for the steak. • this sauce is too spicy.
I'll bring the water right away.
• our bill is wrong.
A: I appreciate it. Thank you.
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Making a Complaint
Functional English
Dialogues cont.
B. At the Checkout C. With a Service Agent
A: I'm sorry to bother you, but this shirt said $29. A: Cell Phones Unlimited.
You charged me $40. Chris speaking. How can I help you?
B: I'm sorry. That shirt is not part of the sale. B: Hello. I don't usually complain,
but there is a big mistake on my bill.
A: Oh, really? It was on the sale rack.
A: Can I get your name and phone number, please?
B: I'm very sorry about that. It's actually $40.
Do you still want it? B: Casey Myers. 338-989-7768.
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Making a Complaint
Functional English
B. Practice
# Complaints Use
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Making a Complaint
Functional English
A: Mimo Service. Jamie speaking. How can I help you? Information
1.
Company: Mimo Cell Service
B: I have a problem with my . Location:
2.
• over the phone
A: Can I have your name and telephone number, sir?
Caller's phone number:
• 515-226-4579
B: .
3.
Name of caller:
Problem:
B: .
4. • charged $100 for roaming
on cell phone bill,
A: Okay. Have you been outside of the country recently? but hasn't traveled
Response of Customer
Service Representative:
B: .
5. • transfer to supervisor
B: .
7.
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Making a Complaint
Functional English
Role-Play
Work in pairs. One person will be the person complaining
and the other will be the one responding to the complaint.
Take turns complaining and responding. Be polite.
The customer's food is taking too long. The wait has been more than an hour.
The take-out bag has the wrong order. The potatoes are all soft or rotten.
The customer's bill never came in the mail. One neighbor's music is too loud.
Someone is parked in an employee's parking spot. The apartment is always too hot (or not warm enough).
Class Airport
Student & Teacher Traveler & Airport Staff
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Making a Complaint
Functional English
Review
Task 1
1. too / at a restaurant
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Making a Complaint
Functional English
Review cont.
Task 2
A: I don't usually , but the sign above these said $49.
You me $79.
B: I apologize for the , but they are part of our new spring line.
Do you still ?
B: Okay. I'm very . They might go on sale at the end of the season.
Task 3
ROLE-PLAY
Work with a partner. Choose one scenario from page 6 and create
a short role-play. Perform your role-play for your teacher/classmates.
Include at least five exchanges during the role-play. Be polite.
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Making a Complaint
Functional English
expresses / responds
to a complaint
Notes
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Making a Complaint
Functional English
Learner Reflection
MAKING A COMPLAINT
Add check marks () to show what you've learned in this lesson.
My Notes
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