Week Three

Introduction

Have you ever had to complain? You have probably been in a situation when you had to call your supplier and complain about the products. In the first part of unit thirteen we will look at some useful words and phrases that are used when complaining.

Outcomes:
After this unit you should be able to:

• make a complaint,
• deal with complaints on the phone.

Tasks and Dates

This unit consists of six activities. In the first activity you will share your experience in complaining with your colleagues.

Then you will listen to a phone call, make notes and fill in the missing words and phrases.

After that you will try to improve the phone call - make it more polite. You will listen to a different phone call and compare the differences.

In the fifth activity you will look at and practice the words and phrases used when complaining.

Finally, you will work in pairs in FORUM 3.5 – Complaining and complain about a product/service.

Activity One

1. Have you ever had to complain about a product or a service? What did you complain about? What was the problem? Share your experience in Forum 3.1 and comment on at least two other contributions.

Activity Two

1. Listen to a call to a Machine Development company’s help desk operator. What is the problem? Is the operator helpful? Make notes.

Phone call

2. Now go to Quiz 3.2 - Listening1. Listen again and complete the missing words.

Activity Three

Now, try to make the phone call more polite. What should the helpdesk operator do in different way? Write your suggestions down and then publish them in Forum 3.3. Read your colleagues contributions and suggest changes.

Activity Four

1. Now listen to the second version of the phone call. Was the helpdesk operator more helpful? Why? Did he/she do any of the things you suggested? Make notes. Compare your notes with your list of suggestions.

Phone call 2

2. Go to Quiz - Listening 3.4 . Listen to the second version again and complete the missing words and phrases.

Activity Five

1. In this activity you will practice words and phrases used when complaining. First study the expressions below:

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Complaining – explaining problems
Remember:
The verbs seem, appear, sound and look will make your statement more polite. These verbs are used to give negative information politely.

The printer does not seem to work.
It appears to be cracked.
It looks like the software is outdated.
It sounds as if the oil filter might be causing the problem.

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2. Now make the complaints more polite. Publish your sentence in Forum 3.5 - Sentences.

1) The battery you sent is flat. (seem)
2) We received the wrong software with our new CNC machine. (looks like)
3) The wrong address is on your invoice. (appear)
4) You have just bought a new helmet. It is cracked. (looks like)
5) One of the lathes you have ordered has not arrived. (don´t seem)
6) The cartridge you received can´t be used for your printers. (appear)