Making complaints

1. Unit 11
Making a complaint

2. • Lead in people showing complaints (5 mins)
• Discussion questions – about complaining (10 mins)
• Writing - Model question – identify the task (5 mins)
• Writing – Thinking about the reader – (5 mins)
• Writing – Brainstorming ideas – (5 mins)
• Reading – a model answer text – new vocabulary (5 mins)
• Vocabulary – linking words revision (10 mins)
• Writing – mini practice – a paragraph linking complaints (5 mins) Skip?
• Game / filler (10 mins) 60
• Writing – thinking about paragraph order (5 mins)
• Writing – introducing your letter of complaint (5 mins)
• Writing – finishing off your letter of complaint (5 mins)
• Vocabulary – expressing dissatisfaction (10 mins)
• Grammar reported speech in complaints (10 mins)
• Timed writing practice – A letter of complain (25 mins)
• Vocabulary from the class quiz (5 mins)

4. • Have you ever had a bad experience as a customer?
What happened and how did you handle it?
• Do you think it's important for customers to voice
their complaints? Why or why not?
• In your opinion, what are the most common reasons
people complain about products or services?
• Have you ever had a positive experience with a
company's complaint handling process? What made
it memorable or satisfactory?

5. • Have you had a negative experience when buying
something? What happened and what did you do?
• Should customers tell companies when they are
unhappy? Why or why not?
• What are the main reasons people complain about
products or services they have paid for?
• Have you ever had a good experience when complaining
to a company? What made it a positive experience?
• How important is good customer service to you when
choosing companies to buy from?

7. 1. An employee of City World Tours.
Dear Sir / Madam, yours faithfully
2. Formal

8. 1. Too strong and threatening. It wouldn’t get a good
response.
2. Not strong enough. Complaints must be polite but direct.
3. Appropriate. The request is polite but gets to the point.

13. The air conditioner in my room was broken, and despite my three requests
for it to be repaired, nothing was done.
In addition, I paid for a tour. However, the tour guide was sick, and no
replacement guide was found.

14. Even though your advertisement stated that all rooms had a view of the sea, mine
had a view of the car park and dustbins. Furthermore, I could not open the window
because of the smell from the dustbins.
I could not sleep all night because of the noise from the hotel nightclub. In
addition, the bed was hard, and the toilet was broken.
The receptionist was rude, and the waiters were very offhand. To make matters
worse, my room was not cleaned at all during my stay.

15. Paragraph 1 - Rooms
Paragraph 2 – Tours
Paragraph 3 - Staff

17. Rooms
Even though your advertisement stated that all rooms had a view of the sea,
mine had a view of the car park and dustbins. Furthermore, I could not open
the window because of the smell from the dustbins. What is more the air
conditioner in my room was broken, and despite my three requests for it to be
repaired, nothing was done.
Noise
I could not sleep all night because of the noise from the hotel nightclub. In
addition, the bed was hard, and the toilet was broken.
In addition, I paid for a tour. However, the tour guide was sick, and no
replacement guide was found.
Staff
Moreover, I also had issues with your staff. The receptionist was rude, and the
waiters were very offhand. To make matters worse, my room was not cleaned
at all during my stay.

19. • Click on the link and open the complaints.
• You’re going to role play with your partner.
• They will be the receptionist in the hotel.
• It’s their job to try and find out what’s wrong.
• At first only give them minor details so they ask more questions.
• “I’d like to complain about the pool”
• The receptionist can then ask questions to find out more
information.
• When they are close to what it says on the card
• You can read the full sentence and see if they laugh!
• Then change roles!

20. Student B
1. "There were too many pillows on the bed. It felt like a pillow
fortress. I had to spend the night planning my escape."
2. "The hotel had free Wi-Fi, but it was too fast. I couldn't
finish my work because everything loaded too quickly!"
3. "The hotel room was too quiet. I couldn't sleep because I was
used to the noise of honking horns and sirens outside my
window."
4. "The hotel gym was too well-equipped. I felt guilty for not
using all the fancy exercise machines."
5. "The hotel had too many mirrors in the room. I was afraid I
would accidentally walk into a mirror and end up in an alternate
dimension."

21. Student A
1. "The sheets on my bed were too soft and comfortable. I couldn't get
out of bed in the morning!"
2. "The hotel pool was too wet. I wasn't prepared for that level of
moisture."
3. "The hotel advertised a 'room with a view,' but all I could see was the
parking lot. I demand a better view of cars!"
4. "The hotel staff was too friendly and helpful. It made me suspicious.
What are they hiding?"
5. "The complimentary breakfast had too many options. I couldn't decide
what to eat, and it caused a breakfast crisis."

22. Reason for writing (to make a complaint)
Background to the complaint: where, when it
happened, where advertisement seen.

24. Situation = hotel
When = last week?
Where = advert in newspaper / online

26. I am writing in connection with my recent stay at
your hotel. I have to say that I was not at all
satisfied with the service provided.

27. • The writer summarises their feelings about the
complaint. (Asks for an explanation)
• Asks for action to be taken. i.e. a refund, an
explanation or some compensation.

30. dissatisfied
disappointed
appalled disgusted horrified
annoyed
irritated
inconvenienced
furious
taken aback
put out
fed up

31. appalling
disgusting
annoying
irritated
appalled
diappointing

32. • You will stay in top-class hotels
• All hotels are near the city centre
• A sightseeing tour with a tourist guide is provided in every
location

33. b. The verb form is 'would be provided'. This verb form is
used because the phrase is reporting what was originally
said. The verb must shift back one tense in time.
Direct: Transport will be provided.
Reported Your advertisement said that transport would be
provided.

34. • Your advertisement stated that we could see the sights of the city, but....
• You said that tours left at 8.30 a.m. every day, ...
• You claimed that all your guides spoke good English, French and Italian. ...
• Your advertisement stated that your guides were very knowledgeable...
• You stated that all tours included the price of lunch in a traditional
restaurant...
• Add a suitable complaint to each one.

35. • Your advertisement stated that we could see the sights of
the city, but....
• You said that tours left at 8.30 a.m. every day, ...
• You claimed that all your guides spoke good English, French
and Italian. ...
• Your advertisement stated that your guides were very
knowledgeable...
• You stated that all tours included the price of lunch in a
traditional restaurant...
• Add a suitable complaint to each one.

37. • You are going to act out some scenes on
different topics.
• Student (A) will need to ask for some
information.
• Student (B) will have the information to
give.

38. Scene one “You are talking to a friend”
• Student (A) You want to manage your time
a little better. Ask your partner for some
tips on how to organise your time better.
• Student (B) Answer your partner’s
questions about how your organise your
time and give them suggestions on how they
can improve.
• Ask questions, give information and advise
your friend to help them out.

39. Scene two “You are talking to a friend”
• Student (A) You are looking for some new
ways you can relax after a busy week. Ask
your partner for some advice.
• Student (B) Answer your partner’s
questions and give them some tips based
on how your relax or how your friends
relax.
• Ask questions, give information and help
your friend to find ways to relax.