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March 13, 2021

Complaining: Dialogues And Exercises

Complaining Dialogues And Exercises
omplaints can be found in work situations, especially in a job which deals with servicing and meeting a lot of people on a daily basis. Here are some contextual example dialogues about complaints and how to handle them in various situations. Practice them and do the exercise.
What expressions do you use in handling complaints? Read HERE
How do you express your satisfaction or dissatisfaction? Read HERE
Dialogue 1
Woman:Good afternoon, can I help you?
Man:I hope so. I bought this television here about three months ago, but the sound and picture quality are awful. The picture is always flickering and there's a dark line down the left-hand side of the screen. And there's an annoying hissing sound in the background.
Woman:Do you have an outside aerial?
Man:Yes, I do.
Woman:Have you tried adjusting the aerial?
Man:Several times.
Woman:Hmmmmm. I'll get our engineers to have a look at it.
Man:A friend of mine bought the same model here and had exactly the same problems. I want a refund.
Woman:I'm afraid it isn't our policy to give refunds, sir.
Man:I want to see the manager.
Answer the following questions based on the above text.
  1. Where does the dialogue most probably take place?
  2. What is the man complaining about?
  3. What is the most probable relationship between the man and the woman?
  4. What did the man buy?
  5. When did he buy it?
  6. What is the problem with it?
  7. What solution does the woman offer?
  8. Does the man agree with her solution?
  9. What does he want?
  10. What will most probably happen after the conversation?
Dialogue 2
Assistant:Good morning, can I help you?
Customer:I'd like to make a complaint about my holiday in Portugal last week.
Assistant:I'm sorry to hear that. What exactly was the problem?
Customer:First of all the coach taking us to the hotel broke down and we had to wait for over two hours in the sweltering heat before a replacement arrived. Then when we got to the hotel we found our room hadn't been cleaned.
Assistant:Oh dear, did you complain to the hotel staff?
Customer:Of course, but we were told all the chambermaids were off duty. Anyway, that's not all. The people in the room above sounded like they were having all-night parties, every night. I demanded another room but the receptionist told me the hotel was full.
Assistant:Oh, I see.
Customer:And to cap it all the food in the hotel restaurant was awful. It was so bad we had to eat out all the time despite having paid for meals in the price of our holiday.
Assistant:I do apologise. I'd like to offer you a 20% discount on the price of one of our Autumn breaks as a gesture of goodwill.
Customer:A 20% discount, you must be joking. I want to see the manager.
Answer the following questions based on the above text.
  1. Where does the conversation most probably take place?
  2. What is the customer complaining about?
  3. What happened with the coach taking the customer to the hotel?
  4. How long did they have to wait?
  5. How was the weather at that time?
  6. What did they find when they arrived at the hotel?
  7. Did the customer complain to the hotel?
  8. What did the hotel say?
  9. Why did the customer want another room?
  10. What did the customer think about the hotel restaurant?
  11. Where did he decide to eat during his stay at the hotel?
  12. What would the assistant like to offer as an apology?
  13. Does the customer agree with the offer?
  14. What would the customer like to do?
  15. If you were the travel agency manager, what would you do in this situation?
Dialogue 3
Mary:“It’s certainly very busy here today, isn’t it?”
Julia:“Yes, and there aren’t enough salesgirls. We’ve been standing here for at least five minutes!”
Mary:“Quick. Catch that salesgirl’s eye! She’s just finishing with a costumer.”
Julia:“Miss! Miss! Excuse me. I think I’m next and I haven’t very much time.”
Salesgirl:“Yes, madam. How can I help you?"
Julia:“I’m afraid I have a complaint. It’s this pullover. I’m disappointed with the quality. I’ve only had it for two months and it’s already worn out.”
Salesgirl:“Worn out? May I see it?”
Julia:“Yes, here you are. Look at the sleeves. They’re the worst part. Do you see? They’ve worn very badly.”
Salesgirl:“And how long do you say you’ve had it?”
Julia:“For only two months. Look, here’s the receipt.”
Salesgirl:““Thank you. This is very strange. We’ve been selling this particular make for years and we haven’t had any complaints in all that time.”
Julia:“Well, I’m sorry. I’m sure it isn’t my fault. It’s already worn out.”
Salesgirl:“One moment, please. Let me call the manager. Mr. Simons! Mr. Simons!”
Mr. Simons:“Yes?”
Salesgirl:“It’s this lady. She’s had this pullover for two months and it’s already worn out.”
Mr. Simons:“Really? Let me see, please. Hmm…yes…”
Julia:“I’ve been wearing in at the week-ends; that’s all.”
Mr. Simons:“Yes, well ... make out a credit slip for the lady, would you, Miss Smith?”
Julia:“A credit slip?”
Mr. Simons:“Yes. You can buy anything you like with it in the store.”
Julia:“I’d rather have my money back, if you don’t mind.”
Mr. Simons:“I see. Well, I suppose we can arrange that.”
Julia:“Thank you.”
(Adapted from Kernel Lessons Intermediate; Students’ Book)
Correct the following statements. They have been quoted wrongly from the above text.
  1. There are not many people in the shop today.
  2. Julia has a lot of time.
  3. She has been standing there for an hour.
  4. She has had the sweater for a year.
  5. The shop hasn’t been selling that particular make for long.
  6. The shop has had many complaints for the product.
  7. The pullover has worn very badly on the chest.
  8. The manager refuses to accept the sweater back.
  9. Julia has been wearing the sweater at work.
  10. Julia wants a credit slip for the sweater.


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