Dealing with Complaints

What problems do your clients often complain about?

List ten common complaints.

1. e.g. opening times 6.

2. 7.

3. 8.

4. 9.

5. 10.

For each complaint, write a typical sentence that the person who is complaining might
use in this situation.

1. e.g. I work five days a week. Why are your opening hours so inconvenient?

2.

3.

4.

5.

6.

7.

8.

9.

10.

Swap sheets with a partner and practise dealing with the different complaints. Your
partner should use the sentences/complaints on your sheet and you should use the
sentences/complaints on their sheet. Take it in turns.
USEFUL LANGUAGE FOR COMPLAINTS
MAKING COMPLAINTS

Id like to complain about the treatment I have received.

to make a complaint the way my case was handled.
to speak to your superior the behaviour of your staff.
to see the manager this decision.

RESPONDING TO COMPLAINTS

I understand that you are angry but Im the decision is final.

afraid
upset I cant help you any further.
disappointed there is nothing I can do.
frustrated it is the law.
annoyed it is out of my hands.
you need to talk to a different
department.
re-apply.
provide more details.

OFFERING SOLUTIONS

I suggest you come back another time.

make a new appointment.
speak to a different department.
People often
a lawyer. complain when
supply the missing documents.
they are the
opposite of happy, in other words, when they are UNhappy. Do you know
the opposite of the following words?

acceptable reasonable
correct satisfied
excusable possible
agree believable
fair legal

WRITING PRACTICE
On a separate page, write down five expressions you used to deal with the
complaints made by your partner.

DISCUSSION
Describe a difficult situation or conflict that you have experienced so far in
your job.