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73
SPEAKING
A. One of you is the Production Manager for a powerful tools
manufacturer. The other is a supplier of components. Role play the
following telephone call.
Production Manager Supplier
Ring your supplier to Deal tactfully with the complaint
complain about some electric Show understanding.
motors (order No. 1234) Get the facts.
which have a number of defects Promise action.
(don’t fit, not up to usual
standard, etc.).
B. Think of a product or service which you have complained about.
Tell the partner what the problem was and weather it was solved.
C. Write down one of the most common complaints customers have,
in your opinion (one sentence is enough). In pairs exchange your sentences
and try to solve these problems.
USEFUL LANGUAGE
Complaining
Making the complaint
I’m ringing to complain about…
I’m sorry, but I’m not satisfied with…
Unfortunately, there is a problem with…
Explaining the problem
The CD player doesn’t work
There seems to be a problem with…
We haven’t received the…
Insisting
It really isn’t good enough.
I’d like to know why…
Threatening
If you don’t replace the product, I’ll complain to the manager.
If you can’t deliver on time, we’ll have to contact other suppliers
Dealing with complaints
Showing understanding
Oh, dear! Sorry to hear that.
Mmm, I see what you mean.
I’m sorry about the problem / delay.
Getting the facts
Could you give me some details, please?
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