SESSION 5

COMPLAINTS

Activity 1.

Read the extract of two complaints; identify what items they are complaining about.
COMPLAINT 1 COMPLAINT 2
S. Good morning Sir, welcome to Soriana, S. Hello This is Jordan, How can I help
you?
How can I help you?
C. Hi. I am calling about a camera I
C. I am really mad, yesterday I bought a
bought in your store and it doesn’t work. I
cell phone and it has a broken screen.
was wondering if you can fix it or
S. Don’t worry sir, we can exchange it.
exchange it.
May I see your receipt?
S. Ok, just give the number of the
C. I don’t have it. And I don’t want an
purchase is in your receipt, and we can
exchange I want a refund.
check it or exchange it or if you prefer we
S. Sorry sir, but without a receipt, I can’t
can offer you a refund.
help you.
C. Sure, the number is 245367
S. What? (shouting) UNBELIEVALE!
S. Ok sir you can come later and bring
I will never buy in Soriana again, your
the receipt and the camera with you,
service is awful!

C. Ok I will thank you very much.

( )

( )

A B C D
Activity 2.

Answer these questions.

a. What does face to face mean?

b. What does by phone mean?

c. Identify the reason of the complaint in each conversation.

d. What parts of a complaint can you identify?

e. In a conversation we can use body language or prosodic features like

tone rhythm, volume, main stress etc. to emphasize what we are saying,
which one can you identify in dialogue no. 1?

Activity 3.
Write a complaint about a product you have bought, it can be either a
face to face complaint or by phone. You can use any of the given
examples.
Examples of reasons to complaint.

I got the wrong item. My order was My pc is not working.

The product is incomplete. The burger My cell phone
too 2 weeks late. is cold. screen is broken.
It is the wrong There is a fly in my The copy
color. It is not the food. The food taste machine
right size. funny. doesn’t work.
The product was You included onions The coffee maker
broken. and I told you I didn’t doesn’t heat water.
like them.