Mister Guru

omplaining is expressing the feeling of annoyance or dissatisfaction about something, which can be a pain and a symptom of illness, or a situation that is unsatisfactory or unacceptable. Whether you are at work or at home, you often find a customer, a colleague, a friend, or a family member complaining and expressing their dissatisfaction when their needs, wishes, or expectations are not met.

For those whose job requires meeting with lots of customers, handling written or verbal complaints have become a common daily routine. Complaints should be regarded as an opportunity to improve and make a long-lasting customer. Therefore, complaints must be dealt with in a professional manner, quickly, politely and efficiently.

Complaining

In order to be able to handle complaints appropriately, we should know how complaints are usually given or expressed. In this post, we will be focusing on verbal complaints, namely those that are expressed in verbal or spoken language instead of written. Here are some of the most common expressions of complaint:

• I’d like to complain about ....
• Well, this is (absolutely) the worst .... I’ve ever found.
• What can you do about it / them?
• Something must be done about .... It's very disappointing.
• I’m sorry to say this, but ....
• Would you mind not ...?
• I’m not at all satisfied with your ....
• I wish you wouldn’t ....
• I’m disappointed with ....

Handling a Complaint

In the workplace, complaints become a very important issue that need to be identified and addressed in a timely manner in order to keep both the organisation and customer happy. In short, we must be sensitive to the customer, their needs, the nature of the complaint and the mood the customer is in.

To be brief, there are three basic steps in handling complaints appropriately.

1. Apologize politely.
   
   • I’m sorry, sir/madam.
   • We should apologize for ....
2. Attempt to solve the problem.
   
   • I will look into it immediately.
   • I will call the repairman.
   • Let me check it again, Sir / Madam.
   • Would you like to choose another color?
   • Wait a moment, please. We’re going to make it up.
   • We will try to fix it.
3. If you can't handle it on your own, alert your supervisor or manager.
   
   • Just one minute, please. I will alert my supervisor.
   • Would you wait a minute? I have to talk to my manager about it.

In the following dialogues, mark the sentences indicating a complaint, an apology and an attempt to solve the problem.

Dialogue 1:

Ari would like to complain about the price of a book that she has bought. It is said that it is 15% off, but she had to pay the normal price.

Ari:	I would like to complain about the book I bought yesterday. It is said that I can get 15% off, but I paid the normal price.
Shop assistant:	We do apologize. Please wait a moment. We’re going to make it up.

Dialogue 2:

Reni complains to the librarian when she finds that many books have not been neatly put on the bookshelves.

Reni:	I'm sorry to say this, but I can't find the book that I want because most of them are not
Librarian:	We are sorry. We haven’t got enough time to tidy them up. There have been a lot of visitors this morning.

Dialogue 3:

Two workers are talking about their advertisement that seems to be missing from a daily paper.

Andy:	Did you see our advertisement in Tuesday’s paper?
Ben:	No, I looked for it, but didn’t see it. I also looked in Wednesday’s issue.
Andy:	Well, that’s discouraging. It doesn’t seem to have been put in. I’ll call the Daily News and see what the problem is. Our weekend sale won’t get much attention if nobody knows that it’s happening.
Ben:	I wouldn’t worry too much about that. We have placed posters throughout the mall and the sale’s been broadcast on the radio. Besides, lots of people come to the mall on the weekend anyway.

Dialogue 4:

Ayu complains to her father for always breaking his promise to take her to the bookstore.

Ayu:	Dad, when will you take me to the bookstore? You promised that last week, didn't you?
Father:	I'm really sorry, dear. I haven’t got much time. What about going there with your mom?

Find more dialogues and exercises about complaining and how to handle complaints HERE.
You can learn more about how to express satisfaction and dissatisfaction in English HERE.
Good luck in your English studies.

e have learnt about how to ask for and give advice and suggestions on Asking For, Giving, and Responding to Advice and Suggestions. Now, let's practice more about asking for and giving advice through a dialogue in a video material. After watching the video, test your understanding by answering the questions in the exercise below.




I. Answer the following questions by choosing the correct answer; A, B, C, or D.

1. Where does the conversation most probably take place?
   1. In a classroom
   2. In an office
   3. In a car showroom
   4. In a shopping mall
2. What relationship do the speakers most likely have?
   1. A teacher and a student
   2. Families
   3. An assistant and a customer
   4. Co-workers
3. What is the topic of the dialogue?
   1. Advice on buying a new car
   2. Advice on selling Minydy's car
   3. Suggestions on how to buy a new car
   4. Tips on selling and buying a car
4. What is Mindy planning to do?
   1. Rent a new car
   2. Buy a new car
   3. Repair her car
   4. Sell her car
5. What happens with Mindy's car?
   1. She just feels bored with her car.
   2. It is not economical and too large.
   3. It often breaks down due to its age.
   4. It has become totally unrepairable.
6. Which term best describes the car that Windy needs in terms of price?
   1. Expensive
   2. Fashionable
   3. Classical
   4. Inexpensive
7. How often does Windy drive?
   1. Every day
   2. Only on the weekends
   3. Seldom
   4. Three times a week
8. What kind of car does Toni suggest Mindy buy?
   1. A sophisticated one
   2. A cheap large new car
   3. An imported small car
   4. A small compact one
9. What will Mindy probably do after the conversation?
   1. Sell her old car immediately
   2. Check the new model
   3. Reject Toni's advice
   4. Repair her broken car
10. Why does Toni ask Mindy a few questions before giving advice?
    1. He actually feels as confused as Mindy.
    2. He does not even think Mindy needs a new car.
    3. He needs much time to think of the best solution.
    4. He wants to know what car suits Mindy's needs.

II. Based on the dialogue, state whether the following sentences are TRUE or FALSE.

1. Toni and Mindi were having a business meeting in their office.
2. Toni said, "Do you mind if I ask you for some advice?"
3. Mindy needs advice because she isn't sure about which car to buy.
4. Mindy's car often breaks down because it's too old.
5. Toni was busy so he refused to give Mindy advice.
6. Mindy's car breaks down due to a traffic accident.
7. Mindy drives her car every day.
8. Mindy usually goes to the gym three times in a week.
9. Toni usually goes shopping with Mindy on the weekend.
10. Toni thinks that a small compact car will be the right choice for Mindy.

Video source:
Small Talk | Making Small Talk | Everyday English, YouTube, uploaded by Learn English by Pocket Passport, Dec 21, 2019, https://youtu.be/dEMXThjVxRg

et's imagine you have just arrived at your office and are ready to start your shift. You meet your colleague of the previous shift whom you are going to replace. What would you say to be polite? Let's imagine again you are sitting in a waiting room, next to a stranger. How would you start conversation in order to break the uncomfortable and awkward silence?

Yes, you need small talk.

What is small talk?

To be short, small talk refers to "basa-basi" in Bahasa Indonesia. It is a social conversation about unimportant and uncontroversial matters, which helps manage interpersonal distance and define the relationships between friends, colleagues, and new acquaintances.

We make small talk when we want to avoid uncomfortable silence and talk to someone we have never met before, or a colleague in order to appear polite and friendly and create a positive interaction. Small talk serves many social functions, such as conversation opener, conversation closing, and silence filler.

Small talk topics should be universal, positive, and situational to enable the conversation to flow naturally. Common small talk topics may range from the weather, sports, entertainment, introduction, occupation, and common interests.

To help you with clearer and more practical understanding of small talk, watch the video below and do the following exercise.

Answer the following questions by choosing the correct answer; A, B, C, or D.

1. How did the man start the conversation?
   1. By asking the woman's name and nationality
   2. By asking the woman's favorite weather
   3. By creating small talk about the weather
   4. By telling the woman about his hard day
2. What did the woman think about the weather?
   1. It was a sign that summer had started.
   2. The weather had been oficially forecast.
   3. The officials said that summer was hot.
   4. It didn't look like summer had started.
3. What did the man say he wanted to buy?
   1. Sun glasses
   2. Sun roof
   3. Some blocks
   4. Sun block
4. The man said, "My name is John, by the way."
   From the dialogue, we may conclude that the phrase "by the way" can be used to ....
   1. clarify that an information may have been wrongly perceived
   2. introduce a topic not directly connected with the previous subject
   3. confirm a very important information in an informal conversation
   4. ask about a very casual topic in a formal or non-formal conversation
5. How did they greet each other in their introduction?
   1. Nice to miss you.
   2. Nights to meet you.
   3. Nice to me, too.
   4. Nice to meet you.
6. What do we know about the woman's origin?
   1. She lives around the area.
   2. They both live in Hokkaido.
   3. She will move to Hokkaido.
   4. She is from an Asian country.
7. What did she say about the weather in Hokkaido?
   1. It's warmer in Hokkaido.
   2. It's much colder in Hokkaido.
   3. Hokkaido is not as cold as that.
   4. Hokkaido is colder than before.
8. What did the man say about the weather in his hometown?
   1. It has a little rain.
   2. It's very windy.
   3. It's hotter when it rains.
   4. It often rains.
9. The man said, "I'm not used to these summer temperatures."
   What did he imply?
   1. He usually lived in a much colder place.
   2. He cannot do many activities in summer.
   3. The temperature in summer is usual.
   4. He likes summer temperatures more.
10. What does the woman like to do in summer?
    1. She likes running into the sea.
    2. She likes to take her dog for jogging.
    3. She likes to spend time at the beach.
    4. She usually allows her dog to go out.
11. What does the man usually do in his hometown during summer?
    1. If it's sunny, he meets up with his friends in a bar.
    2. He spends time sunbathing in a parking lot.
    3. He travels around London to see nice parks.
    4. He often has picnic in the park on sunny days.
12. Has the woman been to London before?
    1. Yes, she has.
    2. Yes, to visit museums.
    3. No, never.
    4. No, she doesn't want to.
13. What did the woman want to visit in London?
    1. The beach
    2. The park
    3. The museums
    4. The football game
14. According to the man, what do the people in his hometown mostly do at the weekend?
    1. They play football with their team.
    2. They play football video games.
    3. They go to their favorite teams.
    4. They watch football games.
15. Why did the woman relate to "baseball" in the conversation?
    1. To tell which Japanese baseball teams are popular
    2. To describe her favorite sports when she is in Japan
    3. To imply that both games are super popular in Japan
    4. To give information about equally popular sports
16. In chronological order, the topic of the conversation can be defined as ....
    1. the weather, place of origin, sports, summer activities
    2. the weather, place of origin, summer activities, sports
    3. the weather, place of origin, names, favorite sports
    4. the season, names, activities, personal sports
17. Based on the dialogue, which of the following statements is FALSE?
    1. The speakers have never met before.
    2. The speakers are probably tourists.
    3. They come from different countries.
    4. They both have the same preference.
18. What do you think the speakers are most probably doing?
    1. They are making a business trip.
    2. They are meeting new colleagues
    3. They are studying about the weather.
    4. They are enjoying their vacation.
19. Which of the following topics is best to continue the conversation?
    1. The beaches in London
    2. Favorite sports
    3. Religions
    4. Political view
20. Which of the following is NOT true about "small talk"?
    1. It is a polite way to start a conversation.
    2. It is mostly about uncontroversial matters.
    3. The topic is often popular and unimportant.
    4. It is effective in political and job interviews.

Video source:
Small Talk | Making Small Talk | Everyday English, YouTube, uploaded by Learn English by Pocket Passport, Jul 6, 2020, https://www.youtube.com/watch?v=UVzLd304keA
For more resources on small talk, you can refer to the following pages:

• Small Talk (Wikipedia)
• Be Social: 7 English Small Talk Topics for Starting Friendly Conversations

e feel satisfied when our wishes, expectations, or needs are fulfilled, or when we have paid our debts or fulfilled an obligation or claim. To the contrary, we will feel dissatisfied when we have a sense of dislike for, or unhappiness in, things that fall short of our wishes or expectations.

Here are the most common expressions of satisfaction and dissatisfaction in English.

Expressing Satisfaction

To express satisfaction, we can use the following expressions. Satisfaction can also be expressed with compliments.

• I’m very satisfied with ....
• I’m very pleased with ....
• It’s very satisfying.
• This is incredible / remarkable / fantastic / fabulous / unbelievable / amazing.
• Well done.
• You’ve done a great job.
• You did it.
• That was a good one.
• You’ve made a great effort.
• I really appreciate that.

Expressing Dissatisfaction

To express dissatisfaction, we can use below expressions. Dissatisfaction can also be shown through complaints.

• I’m disappointed with ....
• It’s very disappointing.
• What a terrible ...!
• How awful!
• It’s terrible / annoying.
• You should have done / known better.
• I want to complain about ....
• I have a complaint to make.
• (I’m afraid) ... it just isn’t good enough.
• Something must be done about ....

Example Dialogue 1

Shamira is grumbling to Kath.

SHAMIRA:	Every time we come here we have to wait!
KATH:	Never mind – it won’t be long now.
SHAMIRA:	We’ve been here the whole morning, practically.
KATH:	[looks at her watch] Well, ... we’ve only been here twenty minutes, actually.
SHAMIRA:	It’s really annoying, and I’m fed up!
KATH:	It’s no use being annoyed, Shamira. Either we can wait here and be patient, or we can come back later.
SHAMIRA:	Why does everyone else decide to come here just when I want to?
KATH:	Calm down. All the assistants are busy, but ....
SHAMIRA:	You mean ‘both the assistants’! There are only two of them! They should employ more assistants so people don’t have to wait.
KATH:	Look, we’re in town all day today – let’s come back when they’re not so rushed off their feet.
SHAMIRA:	I’m not budging!
	(Taken from Colloquial English)

Example Dialogue 2

The manager is talking to one of his employees about her job review.

MANAGER:	In summary, your review is mostly favorable. I really appreciate that.
EMPLOYEE:	Thank you, Sir.
MANAGER:	You met four of your six incentive goals, which means your bonus will total four million and five hundred thousand rupiahs.
EMPLOYEE:	Could you tell me which areas I should improve?
MANAGER:	Well, you got high marks for promptness and dedication, but you need to improve your business etiquette and time management.
EMPLOYEE:	Will my performance review be used in deciding on a salary increase?
MANAGER:	Of course. Your review will go into your file, which is part of your permanent employment record. Do you have any other questions?
EMPLOYEE:	I guess all's clear. Thank you very much, Sir.
MANAGER:	You're most welcome. Keep up the good work.
EMPLOYEE:	I will.

I. Answer these questions by referring to Dialogue 1.

1. Where did the dialogue most probably happen?
2. What were the speakers mostly talking about?
3. What do you think about Shamira's feeling?
4. Rewrite Shamira's sentence expressing her feeling.
5. In your opinion, what made her feel that way?
6. What do you think about Kath's attitude?
7. What did Kath suggest?
8. What would they most probably do after the conversation?

II. Answer these questions by referring to Dialogue 2.

1. Where did the dialogue take place?
2. What were the speakers talking about?
3. What did the manager most likely feel?
4. Rewrite the manager's sentence which expresses his/her feeling.
5. What can we learn about the performance review in relation with employees' salary increase?

Now you have learnt how to express satisfaction and dissatisfaction in English. Also check out the useful links below and read how to handle complaints and how to give and receive compliments.

More practice? You can find other dialogues and exercises about complaining and how to handle complaints HERE.

Good luck with your English studies.

^{51611 622amv175}