Scribd
Upload
41 views1 page

How to Make a Complaint Effectively

The document provides a framework for making and handling complaints in a customer service context. It includes examples of conversation scenarios, expressions for making complaints, accepting complaints, and rejecting complaints. Additionally, it outlines specific situations such as cold food, wrong orders, and long wait times with suggested customer and waiter responses.

Uploaded by

maha ben abdulah
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
41 views1 page

How to Make a Complaint Effectively

The document provides a framework for making and handling complaints in a customer service context. It includes examples of conversation scenarios, expressions for making complaints, accepting complaints, and rejecting complaints. Additionally, it outlines specific situations such as cold food, wrong orders, and long wait times with suggested customer and waiter responses.

Uploaded by

maha ben abdulah
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

MAKE A COMPLAINT

Complaint ‫شكوى‬ complain ‫يشتكي‬

A. Read this conversation and answer the following


questions:

1. The conversation is about what?


2. What did the customer say to talk about his problem?
A. Classify the expressions in the appropriate column
1. I'm sorry to say this but ........ 8. I'm afraid I have a complaint about.........
2. I apologize for this inconvenience 9. I understand your concerns but
3. Let's see what I can do about it 10. I'm sorry to bother you but I'm afraid we may not help with
4. I am not very happy about........ 11. There seems to be an issue about
5. I am sorry but there is nothing I can do for that 12. I understand how this must be frustrated
6. I am very disappointed about....... 13. I am afraid but this can't be fixed
7. I'm sorry I promise this will not happen again 14. this matter should be addressed immediately

Making a complaint Accepting a complaint Rejecting a complaint

C. Answer the following situations:


5. Cold Food 1. Loud Music
Customer: Say your soup is cold. Customer: Complain about the music being too
Waiter: Offer to fix it. loud.
Waiter: Apologize and offer to lower it.
6. Wrong Order
Customer: Say your order is wrong. 2. Overcharged Bill
Waiter: Apologize and fix the mistake. Customer: Say there’s a mistake on the bill.
Waiter: Apologize and correct it.
7. Dirty Plate
Customer: Say your plate is dirty. 3. Missing Item
Waiter: Apologize and bring a clean one. Customer: Say something is missing from your
order.
8. Long Wait Time Waiter: Apologize and bring it.
Customer: Complain about waiting too long.
Waiter: Apologize and explain. 4. Undercooked Food
Customer: Complain that the food isn’t cooked
properly.
Waiter: Apologize and offer to fix it.

You might also like