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Complaining 2 Bac

The document is a lesson plan for a class on cultural values focusing on making and responding to complaints. It includes a dialogue between a customer and a waiter, questions for comprehension, classifications of expressions related to complaints, matching complaints with appropriate responses, and scenarios for students to practice making complaints. The aim is to enhance students' communication skills in handling service-related issues.

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Adil El Assri
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45 views3 pages

Complaining 2 Bac

The document is a lesson plan for a class on cultural values focusing on making and responding to complaints. It includes a dialogue between a customer and a waiter, questions for comprehension, classifications of expressions related to complaints, matching complaints with appropriate responses, and scenarios for students to practice making complaints. The aim is to enhance students' communication skills in handling service-related issues.

Uploaded by

Adil El Assri
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
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SCHOOL : LOUIS LE CHATELIER. PROF.

EL ASSRI
UNIT6 : CULTURAL VALUES FUNCTION : Making and responding to complaints)

I. STUDY THE DIALOGUE AND ANSWER THE QUESTIONS BELOW:

Customer: Excuse me waiter.


Where is the food that I ordered?
Waiter: Here we go sir.
Customer: I am afraid I have a complaint to make. I made my
order 20 minutes ago. This is the worst service I had in a while.
Waiter: I’m terribly sorry sir. We had a problem in the kitchen
that’s why your order was delayed.
Customer: Oh really? Never mind.
Waiter: To make up for this, we offer
you a
free dessert of your choice.
Customer: Great ! I’ll have a sorbet then.

a) Was the customer happy with the service?


b) What expression did the customer use to express unsatisfaction?
c) How did the waiter respond to the customer?

II. READ THESE EXPRESSIONS AND CLASSIFY THEM :


Sorry to have to say this – Sorry to hear that but It’s not my fault - I am so sorry. I didn’t
realize – I want to complain about…. - I’m afraid there’s nothing I can do
about it – I can’t tell you how sorry I am – Sorry to bother you but – Excuse me but
there’s a problem – I’m sorry but there isn’t much we can do – I wish it never
happened

Complaining Responding positively Responding negatively


- ……………..………… - ………………..…… - …………….………
-………………..….… -……………………… -………………..……
-………………………… -……………………… -………………..……
-…………………………
III. MATCH THE COMPLAINTS WITH THE RIGHT RESPONSE:
1. Excuse me, I’m your new next door neighbour. I’m sorry to
say that your son broke my window.
2. I want to complain about the person next to my hotel
room. His TV is really loud. I can’t sleep.
3. Excuse me but there’s a problem with the order. This is
not what we have ordered.
a. We are so sorry, sir. I’ll send someone to ask him to stop
that noise.
b. Please accept my apology. It won't happen again I promise.
c. We do apologize. I'll make sûre you get the right order

VI. CHOOSE A SITATION FROM THE FOLLOWING AND MAKE A


COMPLAINT

1. You bought a new smartphone but once


you opened it at home there was a scratch on
the screen.
So you decided to return it. Complain to
the seller:
You: ………………………………….
…………………
………………………………….
………………………
………………………………….………………………

2. You are studying but your


brother/sister is playing music
really loud in his/her room.
Complain:
You: ………………………………………..……
……………………………………………………

……………………………………………………

3. Your classmate borrowed


some copybooks from you to
take some notes. It has been
more than four days and you
need them for preparation.
Complain to him/her:
You:
………………………………………..…………………
……………………………………………………………..…
…………………………………………………………..……

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