General English Level 6 V 3

UNIT 05 Business matters TOPIC 01 A complaint

	LANGUAGE FOCUS 02 Making a telephone complaint
	In this activity you will learn the appropriate language for making telephone complaints.

Roger Taylor says:
Mr Taylor:	Well, as a matter of fact I've rung to complain about a few things.
Mr Taylor:	Firstly, there was no one at reception, so I had to ring the bell. I really had to wait quite a while. I was on the verge of leaving, when your receptionist appeared, eating his lunch, and said, "Yes?" He was very rude - it was as if I was getting in the way of his lunch!
Mr Taylor:	I then asked if I could have a copy of the product catalogue, and he said there were none left! I asked when they were available, and he said, "Don't know". I mean, really! Don't you value client relations?
Mr Taylor:	Well, he certainly didn't look busy - quite the opposite! He looked like he had all the time in the world.
Mr Taylor:	Oh, and another thing - he never made eye contact, not once! I really feel I deserve better than this … !

Roger Taylor has a problem with the service he has received from HPK Electronics, so he wants to make a complaint.

He starts his complaint by saying:

Well, as a matter of fact I've rung to complain about a few things.

Other ways to start a complaint are:

I'm afraid (to say) I've rung to complain about the service I received yesterday.
I'm sorry, but I'm ringing to complain about the service I received yesterday.
I really must complain about the service I received yesterday.
Look, I've rung to complain about the service I received yesterday.

When we complain, it is important to be polite. This way you are more likely to get the help you need. Roger is complaining politely, but also assertively. Being assertive means you are self-assured and confident, but not rude. This tells the listener you will not go away and that he/she needs to listen to and deal with your problem.

The tone of your voice is important when you make a complaint. It can mean the difference between being assertive (strong but calm and polite) and being rude or abusive. If you are rude or abusive, you may not get the result you are looking for when you complain.

Examples

1	Read the examples.
2	Listen to the examples. Example (a) shows assertive language. Example (b) shows rude and aggressive behaviour.
3	Practise saying the assertive examples, (a). Use your Pause button.

1	(a) I really must insist on speaking to the manager. (b) I want to speak to the manager NOW!
2	(a) I'm sorry but I've been waiting for over ten minutes. (b) I've been waiting for over ten minutes. It's not good enough!
3	(a) I'm afraid there were a few things missing in the order you sent us. (b) There are things missing from our order. When will we get them?
4	(a) Look, we've been waiting for 2 days for your serviceman to come. (b) We've been waiting for 2 days for your serviceman to come and we're fed up!

Now go to 03 READING Dealing with difficult clients.