Making Complaints

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

• verbal
• sign
• written
• face to face

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

• TRUE
• FALSE

When are complaints made?

• When someone is happy about certain services or products

• When there is a free gift to customers

• When there is a dissatisfaction or annoyance about an issue

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

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

• Excuse me, I wonder if you can help me

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

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

• I want to talk to your supervisor now!

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

i) Start politely

ii) Explain the problem

iii) Make your request into question

iv) Use angry tone and facial expression

• i & ii

• ii & iii

• i,ii & iii

• i,ii,iii & iv

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.

• Hello there!

• Hey you!

• Excuse me

• Come here for a while

Rather than saying, “Your information is wrong. Please fix it now,” what expression should you use?

• I need you to do what I had ordered you

• There has been a misunderstanding

• Do it as I say

• You are letting me down

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

• Can you help me with this?
• Help me!
• Why are you so slow in doing work?
• Do this now!

What is the proper channel if you would like to complain about regular blackouts at your hostel?

• Report to TV3 about it

• Comment about it in Facebook

• Report to the Maintenance Unit

• Write a letter to the Prime Minister

Why being angry and shouting are not recommended when making a complaint? Choose all correct answers.

• It will lead to a fight.

• It will clear misunderstanding.

• The problem will not be solved.

• It is uncivilized.