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Complaining and

responding to
complaints

ESL Brains
Let’s get started
with a warm-up

ESL Brains
Discuss the questions.

● When was the last time you complained about a service/product?

● Have you ever written a formal complaint?

● How often do you have to handle complaints at work?

ESL Brains 3
Let’s learn some vocabulary!

ESL Brains
part 1/2

Complete the phrases with the words in the boxes.

angry attention complain disappointed dissatisfaction fuss grateful


incompetence inconvenience legal misunderstanding sort wrong

A. It has been brought to my _________________ that you have not sent the products
yet.

B. There appears to be something _________________ with my dish.

C. I would be _________________ if you could solve this matter promptly.

D. I’m sorry to say that I’m really _________________ with your product.

E. I wish to express my _________________ with your services.

F. We apologize for any _________________ caused by the delay.

G. Can you _________________ this problem out? I have to get these products today.

ESL Brains 5
part 2/2

Complete the phrases with the words in the boxes.

angry attention complain disappointed dissatisfaction fuss grateful


incompetence inconvenience legal misunderstanding sort wrong

H. I don’t want to kick up a _________________ about having to wait, but I booked a table
two days ago.

I. If you do not resolve this issue soon, we will have to take _________________ action.

J. One of your employees has demonstrated almost unbelievable _________________ in


his handling of the matter.

K. We will ensure that this type of _________________ does not happen again.

L. I want to _________________ about one of your staff members.

M. I’m _________________ that you haven’t told me that the date of the meeting was
changed.

ESL Brains 6
part 1/2

Let’s check the answers.

angry attention complain disappointed dissatisfaction fuss grateful


incompetence inconvenience legal misunderstanding sort wrong

A. attention
It has been brought to my _________________ that you have not sent the products
yet.

B. There appears to be something _________________


wrong with my dish.

C. I would be _________________
grateful if you could solve this matter promptly.

D. I’m sorry to say that I’m really _________________


disappointed with your product.

E. I wish to express my _________________


dissatisfaction with your services.

F. inconvenience
We apologize for any _________________ caused by the delay.

G. sort
Can you _________________ this problem out? I have to get these products today.

ESL Brains 7
part 2/2

Let’s check the answers.

angry complain fuss incompetence legal misunderstanding

H. fuss
I don’t want to kick up a _________________ about having to wait, but I booked a table
two days ago.

I. legal
If you do not resolve this issue soon, we will have to take _________________ action.

J. incompetence
One of your employees has demonstrated almost unbelievable _________________ in
his handling of the matter.

K. misunderstanding does not happen again.


We will ensure that this type of _________________

L. I want to _________________
complain about one of your staff members.

M. I’m _________________
angry that you haven’t told me that the date of the meeting was
changed.

ESL Brains 8
part 1/2

Decide whether the phrases are formal (F) or informal (I).

A. It has been brought to my attention that you have not sent the products yet.

B. There appears to be something wrong with my dish.

C. I would be grateful if you could solve this matter promptly.

D. I’m sorry to say that I’m really disappointed with your product.

E. I wish to express my dissatisfaction with your services.

F. We apologize for any inconvenience caused by the delay.

G. Can you sort this problem out? I have to get these products today.

H. I don’t want to kick up a fuss about having to wait, but I booked a table two
days ago.

ESL Brains 9
part 2/2

Decide whether the phrases are formal (F) or informal (I).

I. If you do not resolve this issue soon, we will have to take legal action.

J. One of your employees has demonstrated almost unbelievable


incompetence in his handling of the matter.

K. We will ensure that this type of misunderstanding does not happen again.

L. I want to complain about one of your staff members.

M. I’m angry that you haven’t told me that the date of the meeting was
changed.

ESL Brains 10
part 1/2

Let’s check the answers.

A. It has been brought to my attention that you have not sent the products yet. F
B. There appears to be something wrong with my dish. I
C. I would be grateful if you could solve this matter promptly. F
D. I’m sorry to say that I’m really disappointed with your product. I
E. I wish to express my dissatisfaction with your services. F
F. We apologize for any inconvenience caused by the delay. F
G. Can you sort this problem out? I have to get these products today. I
H. I don’t want to kick up a fuss about having to wait, but I booked a table two I
days ago.

ESL Brains 11
part 2/2

Let’s check the answers.

I. If you do not resolve this issue soon, we will have to take legal action. F
J. One of your employees has demonstrated almost unbelievable F
incompetence in his handling of the matter.

K. We will ensure that this type of misunderstanding does not happen again. F
L. I want to complain about one of your staff members. I
M. I’m angry that you haven’t told me that the date of the meeting was I
changed.

ESL Brains 12
Let’s role play!

ESL Brains
Click the buttons to get two role-play cards. Take a minute to read them and get
ready to talk with your partner. Remember to use the phrases in the box.

apologize for the inconvenience


be angry that
be disappointed with
Student A bring to one’s attention
complain about something
demonstrate incompetence in
express dissatisfaction with
Student B kick up a fuss about something
misunderstanding
solve the matter
something is wrong with
sort something out
take legal action
ESL Brains 14
THANKS!

ESL Brains

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