© 2017 acadsoc limited

© 2017 Acadsoc Limited 2TI: Do a brief review of last lesson and ask S to list some expressions.

Suggested time: 3min

Tips review

① Make sure you’re speaking to the right person who can help you. ② State the problem calmly and clearly. Include as much relevant

detail as possible. ③ State what you want the person you are calling to do. ④ Check when you can get feedback from the person you are calling.⑤ Stay polite and calm. Blaming the person you are calling will not

help.

E.g. I’m sorry to bother you but…

© 2017 Acadsoc Limited 3TI: Ask S to do the exercise. The answer is on the next page.


1. I’m really sorry but I need to make a

complaint.

2. Could you let me know when you have…?

3. I’d like you to…

4. Could I speak to your supervisor?

© 2017 Acadsoc Limited 4TI: Ask S to answer the questions. Explain each dialogue if necessary. .


A: B:

S: Hello, how may I help you today?C: Hi, I would like to place a complaint

please. S: Okay, can I ask what it is regarding?C: I want to report a faulty product. My

computer won’t turn on and I have no idea what was wrong.

S: Okay, I’m sorry to hear that! I will do my best to help you with that.

C: Thank you.

S: I’m sorry sir, but my records show you are not the owner of this computer. I can’t help you.

C: I am the owner! I bought it yesterday and it is brand new!

S: Well, I’m sorry sir, but my computer says you are not the owner of this computer. There’s nothing I can do!

C: You sound like a broken record (讲重复的废话)! You’re not helping at all. (hang up the phone)

Answer:1. State a problem.2. Expect feedback.3. Request what you want the person to do.4. Make sure you’re speaking to the right person.



TI: Ask S to choose one of scenarios and complete the conversation. Encourage S to speak and give S useful advice when they finish.

You: Excuse me, __________________________. Tutor: Okay, can I ask what is it about?You: ______________________________________.

Tutor: I’m sorry to hear that. We are committed to giving better service than that and I will report your incident.

You: _______________________________________.



TI: Ask S to complete the practice. Encourage S to speak and give S useful advice.

Answer:Dialog 1

You have got a couple of problems in your room:

• The kettle is not working so you can’t make a cup of tea.

• You can’t find slippers anywhere.

• You booked a honeymoon room, but the hotel gives you a triple room. You want to telephone the reception to make a complaint.



* Use the strategies and expressions based on what you’ve learnt to make a complaint. No blaming and be polite.

You have paid a lot of money for a vacation abroad. When you arrive at the airport you find out that the travel agency (your tutor) made several mistakes with your flight and hotel arrangements. Now you might not be able to arrive at your destination until tomorrow afternoon but you have a tour scheduled tomorrow morning!

TI: Do a role play with S and give S feedback when they finish.

© 2017 Acadsoc Limited 8TI: Summarize what S has learned in the previous units and give S feedback

for their future study.


1. Familiarize yourself with tips and expressions on how to effectively make a complaint on the telephone.

2. Try to record yourself for review and then listen to yourself to check if you know how to use appropriate expressions to make a complaint. Repeat the process until you know how to use what you’ve learnt into practice.

✓ Tips and skills about how to politely but firmly make a complaint on the telephone and get what you want.

✓ Speaking skills in making a complaint on the telephone.


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© 2017 acadsoc limited

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