(INT HIGH INT / VERSION

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Augustine Lewis
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1 Objective In this lesson, you will learn useful words and expressions to use when making a complaint. You will also learn how to be polite when expressing and responding to a complaint. Let s start by having a group discussion. Warm-Up A. Brainstorming Make a list of people you might complain to in your community. Work together as a class. restaurant server cell phone agency neighbor Tip: Nobody likes a complainer. People are more likely to listen to your complaint if you begin with a polite introduction: "Sorry to bother you, but " "I hate to say this, but " "I don't usually complain, but " "Excuse me. Do you have a moment?" 1

2 Warm-Up cont. B. Vocabulary Preview Match up as many words and meanings as you can. Check this exercise again before you try the review tasks. 1. bother a) to remove a debit on a bill 2. complain b) not cooked 3. raw c) not having enough 4. appreciate d) to upset, worry, or interrupt 5. damaged e) the solution to a problem 6. balance f) to express unhappiness or concern 7. reverse the charge g) to be thankful for 8. overcharge h) to bill for more than is necessary or fair 9. resolution i) the amount that one owes 10. lacking j) broken or torn Dialogues Read the dialogues and underline the complaints. Practice with a partner. Then practice again with some of the other complaints from the boxes. A. At a Restaurant A: Excuse me, sir? B: Yes? Is there a problem? A: I hate to say this, but my steak is raw. I asked for well-done. B: I apologize. I'll take it back to the kitchen. Is everything else okay? A: Actually, my son still did not get his water. B: I'm so sorry. We're very busy tonight. A: That's okay. B: It will just be a few minutes for the steak. I'll bring the water right away. A: I appreciate it. Thank you. More Complaints Here are a few other complaints you may need to make: Excuse me, but the food is cold. we've been waiting for over an hour. this is not what I ordered. my meat isn't cooked. this sauce is too spicy. our bill is wrong. 2

3 Dialogues cont. B. At the Checkout A: I'm sorry to bother you, but this shirt said $29. You charged me $40. B: I'm sorry. That shirt is not part of the sale. A: Oh, really? It was on the sale rack. B: I'm very sorry about that. It's actually $40. Do you still want it? A: No, that's too expensive. B: Okay. I'll take it off your bill. A: Thanks. More Complaints Now practice with some of these complaints: Sorry to bother you, but this shirt has a hole in it. there is a stain on these pants. the package is opened. this is damaged. this item looks used. there is a piece missing. this doesn't look like it does on the box. C. With a Service Agent A: Cell Phones Unlimited. Chris speaking. How can I help you? B: Hello. I don't usually complain, but there is a big mistake on my bill. A: Can I get your name and phone number, please? B: Casey Myers A: Okay. I see your bill here. The current balance is $ B: Yes. That s 30 dollars more than my usual bill. A: Let s have a look. I see a long distance charge on May 15 to a private number in Japan. B: Japan? I don t know anyone in Japan! I need you to reverse that charge, please. A: I'm afraid I can't do that. B: Okay. Then I'd like to speak to a manager, please. More Complaints Now practice with some of these complaints: I don't usually complain, but my bill is wrong. my service is too slow. our fees are too high. this isn't working. I can't access my account. I was overcharged for. 3

4 Too & Not Enough A. Grammar Review Let's go over some common ways to describe problems or concerns. Purpose Pattern Example to show that there is an excess of something too + Adj too + Adv This necklace is too expensive. You are speaking too quickly. to show that something is lacking not + Adj + enough* *Remember that enough comes after the adjective. This avocado is not soft enough. B. Practice Now write some complaints using too and not enough. Compare your complaints with your classmates' complaints. # Complaints Use Ex These pants are too short. too 1 Your music too 2 My steak not enough 3 This phone bill too 4 That lineup too 5 These instructions not enough 6 My vegetables not enough 7 The women's/men's washroom too 8 This homework too 9 This coffee not enough 4

5 What Seems to Be the Problem? Complete the dialogue using the information in the box. Then practice with a partner. A: Mimo Service. Jamie speaking. How can I help you? 1. B: I have a problem with my. 2. A: Can I have your name and telephone number, sir? B: 3. A: Okay. What seems to be the problem? B: 4. A: Okay. Have you been outside of the country recently? B:. 5. A: That's strange. I'm going to have to transfer you to my. Please hold for a moment Information Company: Mimo Cell Service Location: over the phone Caller's phone number: Name of caller: Luciano Ricci Problem: charged $100 for roaming on cell phone bill, but hasn't traveled Response of Customer Service Representative: transfer to supervisor B:. 7. A: No problem, Mr.. Thank you for your patience. 8. 5

6 Role-Play Work in pairs. One person will be the person complaining and the other will be the one responding to the complaint. Take turns complaining and responding. Be polite. Restaurant Customer & Server The customer's food is taking too long. Doctor's Office Patient & Administrative Assistant The wait has been more than an hour. Drive-Thru Customer & Drive-Thru Attendant The take-out bag has the wrong order. Grocery Store Shopper & Grocer The potatoes are all soft or rotten. Phone Company Customer & Customer Service Representative The customer's bill never came in the mail. Home Two Neighbors One neighbor's music is too loud. Parking Lot Employee & Parking Enforcement Worker Someone is parked in an employee's parking spot. Rental Office Tenant & Landlord The apartment is always too hot (or not warm enough). Class Student & Teacher A test was graded incorrectly. Airport Traveler & Airport Staff The traveler's luggage is lost. 6

7 Review Task 1 TOO / NOT ENOUGH Write a complaint using the prompts provided. Use two sentences for each. Be polite. Ex. too / neighborhood I'm sorry to bother you, but your music is too loud. My daughter can't get to sleep. 1. too / at a restaurant 2. not enough / at school 3. too / at a gas station 4. not enough / at a grocery store 5. not enough / at a cafe 6. too / phone company 7

8 Review cont. Task 2 AT THE SHOE STORE Complete the dialogue. Then ask a partner to practice it with you. Try to memorize it. Then perform it for your teacher. A: I don't usually, but the sign above these said $49. You me $79. B: I'm sorry. are not sale. A: Oh, really? They were on the rack. B: I apologize for the, but they are part of our new spring line. Do you still? A: No, is much for these shoes. B: Okay. I'm very. They might go on sale at the end of the season. A: Okay. I'll check again then. Thanks. Task 3 ROLE-PLAY Work with a partner. Choose one scenario from page 6 and create a short role-play. Perform your role-play for your teacher/classmates. Include at least five exchanges during the role-play. Be polite. Your audience will have to answer the following: 1. Who are the speakers? 2. Where does the conversation take place? 3. What was the complaint? 4. What was the resolution? 8

9 Role-Play Assessment Tool Student / Group: Date Level Assessed By Role-Play Scenario Skill Speaking Criteria Meets the Mark Getting There Needs Improvement expresses / responds to a complaint uses polite language apologizes or accepts apology uses appropriate language for the scenario demonstrates good control of grammatical structures Notes 9

10 Learner Reflection MAKING A COMPLAINT Add check marks ( ) to show what you've learned in this lesson. Name: Date: Can I... Yes (very well) Yes (with help) Not yet understand and use vocabulary from this lesson? make a complaint in a variety of situations? respond to a complaint in a variety of situations? use too and enough properly in a complaint? use polite language to introduce a complaint? apologize for another's problem or inconvenience? My Notes 10

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2000 (This is NOT the actual test.) No.000001 0. ICU 1. PART,,, 4 2. PART 13 3. PART 12 4. PART 10 5. PART 2 6. PART 7. PART 8. 4 2000 Edited by www.bucho-net.com Edited by www.bucho-net.com Chose the