MAKING COMPLAINTS

A complaint is a statement made either orally or in ........................ form.

• verbal

• face to face

• written

• sign

The complaint can be made via telephone calls, face-to-face meetings, formal letters, memorandums and e-mails.

• FALSE

• TRUE

When are complaints made?

• When there is a free gift to customers

• When customers want to give suggestion about certain services or products.

• When there is a dissatisfaction or annoyance about an issue.

• When someone is happy about certain services or products.

What is the phrase that is most suitable to start a complaint politely?

• I want you to resolve this problem as soon as possible.

• I want to talk to your supervisor now.

• Excuse me, I wonder if you can help me.

• Hey there, is this how you treat your customer?

What are the tips that can help you to stay calm, polite, and get what you want when you complaint about something.

i) Start politely

ii) Explain the problem
iii) Make your request into question

iv) Use angry tone and facial expression

• ii & iii

• i, ii, iii & iv

• i, ii & iii

• i only

Fill in the blank with the correct answer.

Fahmi : .................................... I've been waiting for over 40 minutes and my meal still hasn't come.

Waiter : What did you order?

Fahmi : Nasi Goreng kampung
Waiter : Just one moment. I'll go and see what the delay is.

Fahmi : Thank you.

• Excuse me.

• Hello there.

• Come here for a while.

• Hey you.

Rather than saying "Your information is wrong. Please fix it now". What expression should you use?

• You are letting me down.

• There has been a misunderstanding.

• I need you to do what I had ordered you.

• Do it as I say.

A complaint sounds better when you make it into a question by stating it as ...........................

• Help me.

• Can you help me with this?

• Why are you so slow in doing work?

• Do this now.