DUE30022–

COMMUNICATIVE
ENGLISH 2

UNIT 4 :
COMPLAINTS
THINGS TO TRIGGER YOUR
SCHOOL OF THOUGHTS.

– Have you ever made any complaint about poor service or

defective/wrongly delivered product to a company?

– If you have a terrible internet connection, should you complaint?

– If the laptop that you purchase does not have an Operating

system, would you complaint?

– Is it okay for you to get mad if things didn’t go your way?

 Expression used in making
complaints
Making the complaint Insisting
o I’m ringing to complain about… o I’m afraid that is not good
o I’m sorry, but I’m not satisfied enough
with… o I’d like to know why…
o Unfortunately, there’s a problem o I must insist…
with… o Could I speak to your superior?
  o Could you put me through to
the
person in charge?
 

Explaining the problem Threatening

o The MP3 player doesn’t work o I’m afraid unless the product is
o There seems to be a problem with… replaced, I’ll have to…
o We haven’t received the… o If you don’t replace the product, I’ll
  have to report…
 
 Tips on filing complaints

 BE POLITE BUT FIRM. Sarcasm or rudeness won’t help you

because if you feel angry. An effective complaint is based on
presenting yourself as a reasonable person rather than an
unreasonable one.

 Explain your problem, keep to the facts and know your rights.

 Tell them what you want them to do for your complaint to be

resolved. Focus on the action you want the supplier to take
rather than on your anger or disappointment.

– Complaints can also be done via letter, emails and memo. In this era of digital technology,
people prefers to opt for email rather than letters and memos.
If you are the one who handles the complaint, what
should you do?