Unit 7: Making A Complaint on the Phone

Saying it accurately

Here are some adjectives that might be useful for making a complaint and describing a product or service.
damaged
defective
delayed
disappointing
tolerable poor
passable
inadequate
mediocre unacceptable
unprofessional
unreasonable
unsuitable
unsatisfactory


Rank these adverbs according to how forceful they make a complaint.
The situation is entirely unsatisfactory. (forceful)
The situation is somewhat unsatisfactory. (not so forceful)
absolutely
quite
somewhat
entirely
altogether rather
considerably
totally
slightly
utterly extremely
completely
very

Saying it clearly

Listen to these forceful complaints, note the syllable stress.
1)It’s absolutely unacceptable.
2)It’s altogether unreasonable.
3)It’s completely unprofessional.
4)It’s entirely unsuitable.
5)It’s utterly inadequate.
6)It’s totally unsatisfactory.

Saying it appropriately

It’s very important that you remain calm when making a complaint. Do not blame the person you are speaking to. Listen to the following speakers and decide whether their complaints are phrased appropriately or inappropriately.

speaker 1 appropriately inappropriately
speaker 2 appropriately inappropriately
speaker 3 appropriately inappropriately
speaker 4 appropriately inappropriately
speaker 5 appropriately inappropriately

Get Speaking

You are the CEO of a small firm, Rickmans and Co., and you have been badly let down by your IT support company, Lettermans International, so you telephone to complain. First, read about the problem and your proposed solution. Then play the audio CD to start. When you hear the beep, pause and respond.

The problem
Lettermans have recently installed new IT systems, which your employees are finding very difficult to master because they received insufficient training. Also, Lettermans agreed to provide a 24-hour support line and this has proved unreliable.

Your proposed solution
You would like Lettermans to provide additional training for employees and ensure that their support line is staffed 24 hours a day, as agreed.
1.Explain who you are, where you work, and whom you would like to speak to.
2.Explain the reason for your call.
3.Ask for the speaker’s name and position.
4.Make a point of writing down her name and say that you hope that she can help.
5.Explain the exact nature of your complaint, using an introductory phrase and a suitable adjective and adverb.
6.Explain how she can improve the situation.
7.Ask her to let you know when the problem has been addressed.
8.Check when this will be.
9.Thank her for her help.