COMPLAINING

(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.
1) We are so sorry, sir. I’ll
send someone to ask him to
stop that noise.
2) Please accept my apology. It
won’t happen again. I
promise.
3) We do apologise. I’ll make
sure you get the right order.

IV. READ THE SITUATIONS 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: ………………………………………..
…………………
……………………………………………………………..
…
…………………………………………………………..
……

V. IMAGINE THE RESPONSE OF THESE PEOPLE.