You and your partner will take turns role playing a customer service complaint scenario with one person acting as the customer and the other as the representative from the business. Switch roles after a few minutes of discussion.

2.  Shopping in the UK
is a popular way to
spend time.
 Nowadays the
customers have a
lot more rights
when purchasing a
good or service
from a company.
 More protection is
given to the
customer to ensure
they get a fair deal
and don't get
ripped off!!

3.  Credit Cards are promoted through banks and stores and are
the most popular way in which people now spend their
money. This causes major problems for families as many
people are unable to pay off their credit cards encountering
even larger amounts of interest.
 Quick loan companies e.g. Quick Quid are becoming more
and more popular way to get hold of smaller amounts of
cash, but there are many hidden catches and clauses.
 The ways that people are making purchases is changing. The
internet is now so easily accessible that the majority of shops
have websites set up allowing customers to buy over the
internet.

4. In pairs, discuss
1. Have you ever complained about bad service
or a bad product to a company?
2. Is it customary to complain about a business
that does not provide good service in your
country?
3. If you received bad food at a restaurant,
would you complain? Why or why not?
4. Is it a good idea to get mad while
complaining to a business?

5. • Frame your
argument. At
first, don't attack,
explain. There
may have been an
honest mistake or
misunderstanding.
Don't put the
seller's
representative on
the defensive
prematurely.

6.  Propose a
resolution. It
helps the seller
resolve your
problem if they
understand what
they might do to
satisfy you. For
example, do you
want a defective
product fixed or do
you want your
money back?

7.  Show respect.
Chances are the
seller is honestly
trying to help you.
Convey trust in the
seller and you're
more likely get a
quick resolution and
build an enduring
relationship.

8. • Keep your
cool. If you
don't, a seller's
representative
may reasonably
decide to hang
up on you, or at
least will be less
inclined to help
you.

9.  Escalate. There is
only so much that
most salespeople are
authorized to do. If a
seller's front-line
representative cannot
give you satisfaction,
go over the
representative's head.

10. • I'm sorry to have to say this but...
• I'm sorry to bother you, but...
• Maybe you forgot to...
• I think you might have forgotten to...
• Excuse me if I'm out of line, but...
• There may have been a misunderstanding
about...
• Don't get me wrong, but I think we should...

11. • I wouldn't do that. I would...
• But if we...
• I'm afraid I have to disagree with you.
• Don't get me wrong, ...
• Even so, if...
• Don't forget that...
• Very true, but...

12. • When something goes wrong, what can we do to get
a satisfactory outcome?
• Think about the last time you complained. Perhaps
you brought a faulty item, or you were angry about
the way you had been treated by an organisation or
an individual person: What did you do about it? Was
the outcome successful?
• With new forms of communication becoming more
popular over recent years, has the traditional way of
complaining by letter been overtaken by complaining
by phone or email?

13. Role Play
• Home Improvement Firm
• Mobile Phone Service
• Car Dealership
• Travel Agent
• Internet Service Provider
• Wedding Planner
• Restaurant