1.

Overall objectives
At the end of this unit, students will be able to
 complain and deal with complaints
 talk about an experience of complaining
2. Key language knowledge

Vocabulary

Words/ Phrases Transcriptions

 Agreement (n) /əˈgrimənt/

 Apologize for (vphr.) /əˈpɒlədʒaɪz fɔː/

 Attach (v) /əˈtætʃ /

 Attachment (n) /əˈtætʃmənt/

 Complain (v) /kəmˈpleɪn/

 Complaint (n) /kəmˈpleɪnt/

 Fault (n) /fɒːlt/

 Inconvenience (n) /ˌɪnkənˈviːniəns/

 Satisfied (adj.) /ˈsætɪsfaɪd/

 Reasonable (adj.) /ˈriːzənəbl ̩/

 Consider (v) /kənˈsɪdə(r)/

 Consideration (n) /kənˌsɪdəˈreɪʃn/

 Faulty (adj.) /ˈfɒːlti/

 Scratch (v) /skrætʃ/

 Stuck (adj.) /stʌk/

 Defective (adj.) /dɪˈfektɪv/

 Refund (n) /ˈriːfʌnd/

 Return (v/n) /rɪˈtɜːn/

 Replacement (n) /rɪˈpleɪsmənt/

  Repair (v) /rɪˈpeə(r)/

Grammar

Complaining Asking for specifics

 I want to complain about …  What exactly is the problem?

 I wish to complain about …  Please tell me exactly what happened.

 I’m calling to complain about …

 Excuse me but there is a problem

with...
Apologizing Offering solutions
 I’m pleased to tell you that we will …
 I’m sorry to hear that.
 I’m happy to tell you that we are going
 I (do) apologize for that. (do for more
to …
emphasize)
 I can tell you that we will …
 It must be our fault. Reaction to solutions

 I'm so sorry, but this will never happen  That’s very reasonable. Thank you!

again.  That’s good news.

 Good. I accept that.

Activity 1A: Who am I?

1. 2. 3.

4. 5. 6.

 Look at the clues on the slides and find out six problems.
 There are two clues for each number.
 Activity 2A: I wish to complain about …
 Work in pairs. Match these solutions with the problems on page 115.
1. Discount off the next purchase
2. Send the missing hammer
3. Collect the wrong size and send the correct size
4. Collect the wrong type and send the correct type
5. Replace the laptop screen
6. Correct the price in the invoice

 Make conversations based on the above information.

Sample:

Customer: Excuse me, I wish to complain

about the screwdrivers I bought from you. I
ordered 10 but only received 8.

Shop Assistant: I’m sorry to hear that. We’ll

send the missing screwdrivers right away.

Activity 3A: A Customer with Complaints

 Listen and fill in the note that Steve made with ONE WORD OR A NUMBER from the
conversation.

Note
Date and time of call 2017/01/15 at 10.45
Name of customer Maria Beck
Name of the item A (1) ______________
Details of complaint The AC adapter doesn’t (2) ______________
Model number (3) ______________
Order number (4) ______________
Solutions offered (5) ______________ the adapter and the printer;
(6) €______________ discount off the next
purchase
Customer response Accept

 Fill in the blanks with the words from the table to complete the transcription.
 Practice the conversation with your partner.
S= Steve, C= Customer
S: Good morning, Customer Service. My name is Steve. How can I help you?
C: Yes, good morning. I wish to complain about the (1) ______________ I bought from you.
S: I’m sorry to hear that. What exactly is the problem?
C: The AC adapter with the printer doesn’t (2) ______________
S: I see. Did it work the first time you switch it on?
C: No, it didn’t.
S: Well, I do apologize for that. It must be our fault. What model of the printer is it?
C: It’s a 3845.
S: And could I have your name, please?
C: Yes, my name is (3) ______________
S: And do you have your receipt there?
C: Yes.
S: That’s great. Could you read out the order number, please? It’s on the top on the right.
C: Errm. Yes, the order number. It’s (4) ______________
S: Great. Right, Ms. Beck. Let me just summarize the situation. You’ve told me that the adapter with
your 3845 printer doesn’t work and has never worked. Is that correct?
C: Correct.
S: Well, I’m pleased to tell you that we will (5) ______________ your adapter and the printer. You
will receive the goods by the end of the week. We have your address. We will collect the old
printer at the same time.
C: Great.
S: And I’m happy to say that we’re going to give you (6) ______________ euros discount off your
next purchase.
C: That’s very reasonable. Thank you.
S: You’re welcome, Ms. Beck. Have a nice day.

 Read the conversation again and reorder the below steps.

1. Apologize
2. Apologize again
3. Ask for details of the order
4. Ask for details of the problem
5. Ask for details of the product (model)
6. Ask the customer’s name
7. Greet the customer
8. Offer solutions
9. Say goodbye
10. Summarize the situation
 How To Deal With Complaint
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10

Activity 4A: I have a complaint to make.

 Student A: You are the customer calling to complain about a technical problem
 Student B: You are Peter. You're working at a store. Answer the phone and deal with the
complaint.

Linda Peter

Name of customer Linda Smith

Order number 240793/19

Name of items 10 Phillips screwdrivers

Model number 1402

Details of complaint Receive 10 slotted

screwdrivers

Offered solutions Replace; $10 discount off her next

purchase

Customer response Accept

  Make your own cards and practice at home.
You Peter

Name of customer

Name of items

Model number

Order number

Details of complaint

Solutions offered

Customer response

Activity 1B: Who can remember?

 Work in groups.
 Look at the slide; try to remember as many words as possible in 2 minutes.
 Discuss with partners to divide the words into correct column.
Problems Solutions Feelings
Activity 2B: Complaining: email or phone?

 Student A: Read the email and complete the table of information. Add your feeling in number (7)
by adding emoticon.
 Student B: Read the conversation on page 116 and fill in the table of information.
 Ask and answer questions to fill in the other column.

From: Naresharun@gmail.com

To: Gumtree@gmail.com

Subject: Complaint about product

12 December 2017

Dear manager,

I am writing to make a complaint about a faulty product I bought from Gumtree store. On 26 October
2017, I ordered a DVD player from your store with the order number of D35478. I received the item
this morning. However, when I opened the box, I found out that the top surface of the player was
scratched with cracked edge. I would like you to replace the faulty player with another one or give
me full refund. I have been working with your store for a long time and have been quite satisfied with
your service. I hope you can solve the problem as soon as possible.

I am looking forward to hearing from you soon.

Yours faithfully,

Naresh Aru

From: Gumtree@gmail.com

To: Naresharun@gmail.com

Subject: Re: Complaint about product

13 December 2017

Dear Mr. Naresh,

I am very sorry for the defective DVD that you bought from our store in October. As there are no
same types of DVD players available in our stock, we offer to give you a full refund and 5% off for
your next order. We will send a staff to come and collect the faulty item and give you the money
back. I hope you will be pleased and continue using our service.

Thank you for being our dear customer for such a long time.

Yours sincerely,

Gumtree manager

Email Conversation
Store (1) (1)
Dealer (2) (2)
Order number (3) (3)
Kind of product (4) (4)
Details of (5) (5)
complaint
Solutions (6) (6)
Feelings (7) (7)

Activity 3B: My role is…

Student A: You are Naresh Aru. Use the information above to report what you have complained to
your friend.
You can start with: On 26 October 2017, I ordered a DVD player from …
Student B: You are Jason. Use the information above to report what you have complained to your
colleague.
You can start with: Last week, I ordered 10 Phillips screwdrivers from ……………………..

Activity 4B: I’ll tell you my experience.

 Think about an experience of complaining about a product or an order. Then share it with
your partner.
 Suggested questions:
1. What did you buy?
2. Where and when did you buy it?
3. What was the problem?
4. How did you complain about the problem? Did you call or go to the store to complain?
5. How did they solve the problem? Were they helpful?
6. How did you feel? Were you pleased with their solutions?
3. Students’ self-assessment
Look at the objectives specified at the beginning of the unit and write down what you have (not)
achieved and what you need to do to improve your English.
Resource file
UNIT 7 – LESSON 1

Activity 2A: I wish to complain about …

A B

C D

E F

UNIT 7 – LESSON 2

Activity 2B: Reading – Email and Conversation

Conversation:
S: Good morning, ABC Hardware store, Customer Service. My name is Steve. How can I help you?

C: Yes, good morning. I wish to complain about the screwdrivers I bought from you.

S: I’m sorry to hear that. What exactly is the problem?

C: Last week I ordered 10 Phillips screwdrivers but yesterday I received 10 slotted ones.

S: Well, I do apologize for that. It must be our fault. What order number is it?

C: It’s a S3845.

S: And could I have your name, please?

C: Yes, my name is Jason

S: Great. Right, Mr. Jason. I’m pleased to tell you that we will replace your screwdrivers right away.
You will receive the goods by the end of the week. We have your address. We will collect the
slotted screwdrivers at the same time.

C: Great.

S: And I’m happy to say that we’re going to give you 10 euros discount off for your next purchase.

C: That’s very reasonable. I am very satisfied with your solution. Thank you.

S: You’re welcome, Mr. Jason. Have a nice day.

Conversation Email
Store (1) (1)
Dealer (2) (2)
Order number (3) (3)
Kind of product (4) (4)
Details of (5) (5)
complaint
Solutions (6) (6)
Feelings (7) (7)