01 · Speaking · Warm-Up
Before You Start
Discuss these questions with your partner before watching the video.
How do you handle difficult customers or clients?
Do you often give feedback? Is it mostly positive or negative?
Do you think you could work at a customer service place?
Do you think star ratings are fair?
Do you follow ratings when choosing products to purchase?
Have you ever been disappointed by a rating or a complaint?
02 · Video · Podcast
The Art of Complaining
Watch this podcast about the history and culture of complaints. Then answer the questions below.
03 · Listening · V&P Venders
Listening: Who Called?
Listen to conversations between Lucy Mackie from V&P Venders and three customers. Complete the notes for each customer.
Open Audio RecordingsFill in the gaps — Customer Notes
vending machines almost ___
run out of ___
Contract type
Action: send somebody ___
Customer 2 company name
___ unit not working properly
Model number
Repairman time
Broken ___ slot
Repaired ___ ago
Damage due to ___ of the machine
No ___ for damage of this kind
04 · Dialogues · Sample Calls
Sample Complaint Calls
Read the three complaint dialogues. Notice how the language changes depending on the severity of the complaint.
05 · Functional Language · Expressions
Useful Expressions
I am awfully sorry to bring this up, but…
I am utterly / completely / totally disappointed / upset.
I insist on speaking to the manager.
I demand an explanation of this delay!
I cannot tolerate such poor service!
I cannot accept your proposal. Your proposal is simply unacceptable.
06 · Speaking · Roleplay
Act It Out
Act out these scenes with your partner. Try to be expressive and professional at the same time. Use the useful expressions from Section 05.