Feifei: Hello! I’m Feifei and this is 6 Minute English, with me is Neil. How are you
Neil?
Neil: Ah… tell you what, I’m going to write a very strong letter to the train
company – it took 4 hours to get to work today.
Feifei: I know, it took me ages yesterday as well.
Neil: Well, it’s a good thing we’re looking at complaining in today’s programme!
Whether you’re making a complaint or you’re dealing with an unhappy
customer, we’ll be looking at useful language and also some dos and don’ts,
but first I have a question for you Feifei -
Feifei: Go on then…
Neil: What do you think more people complain about? Is it transport or shopping?
Feifei: Based on what we just talked about, I’d go for transport.
Neil: Well, according to the UK website HowtoComplain.com, almost 17% of
customer complaints in the UK are about transport and travel, compared
with the shopping and retail sector which receives about 25% of complaints.
So Feifei you were absolutely wrong about that one, I’m afraid.
Feifei: That can’t be true!
Neil: Now, if you want to complain about something in English, it always helps to
know the right thing to say. And if I’m not mistaken -
Neil/ FF: It’s Business Betty!
BB: Hello!
Feifei: Hello Business Betty, can you give us some tips on complaining in English?
BB: Of course! Whether you’re complaining or dealing with a complaint, it’s
important to be polite, calm and clear. Let’s look at the customer’s
complaint first. Imagine you own a clothes shop and you’re unhappy about
some t-shirts you’ve just bought. You’re talking to the supplier about it.
First of all, be clear that you have a complaint. Say "I’m afraid I’ve got a
complaint."
Feifei: I’m afraid I’ve got a complaint.
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BB: Or you can say "Actually, there’s a problem."
Feifei: Actually, there’s a problem.
BB: Well done Feifei. Next, state exactly what the problem is. What’s the
problem, Feifei?
Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.
BB: Next, say how you want the problem to be fixed.
Feifei: Can you get the right ones over to us by the end of the week?
BB: Good! Try saying that one another way:
Feifei: Look, I really need the blue t-shirts as soon as possible.
BB: Well done Feifei. And remember to be polite!
Feifei: I will. Thanks for your help, Betty.
BB: You’re welcome.
Feifei: Neil, I feel a role-play coming on.
Neil: So do I. Of course, today it’s my turn to be the boss.
Feifei: But I’m afraid there isn’t a boss in this role-play…
Neil: Awwwww….typical!
Feifei: But you can be the customer service representative if you like. I’m a client
who isn’t happy with your company’s service, and you have to deal with
my complaint. Okay?
Neil: OK I think I’ll be good at that. Shall we start?
Feifei: Let’s go!
Role-play
Feifei: Ring ring, ring ring…
Neil: Hello?
Feifei: Good morning, my name is Feifei from Feifei’s Fashions and I’m afraid I’ve
got a complaint.
Neil: Oh yeah? You are not the only one.
Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.
Neil: Oh yeah? It happens all the time, that’s life eh…
Feifei: Look, I really need the blue t-shirts as soon as possible.
Neil: Hmm yeah, OK I’ll tell someone, alright? Bye!
Feifei: Err, just a minute – Hello? Hello!
Neil: Ooh that was good. How was it for you?
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Feifei: Hmmm… well, I think we need to ask Business Betty for some feedback.
Neil: OK – Business Betty, how did we do??
BB: Well. Feifei - you were great and you did everything I told you. But Neil:
we need to work on your customer service skills. When a customer has a
complaint, take it seriously! Find out what the problem is:
Neil: I see, what exactly is the problem?
BB: If there is a problem, apologise.
Neil: I’m so sorry about that.
BB: Investigate the problem.
Neil: Let me check your order.
BB: Say what you’re doing to solve the problem.
Neil: I’ll get the correct order sent to you by the end of today.
BB: And be polite!
Neil: Thanks for calling.
BB: So, Neil, do you think that will help?
Neil: I think that should do nicely. Thanks Betty.
BB: You’re welcome. And if there’s nothing else, I’ll be leaving now. Bye!
Neil / FF: Bye!
Neil: Shall we have another go at the role-play?
Feifei: I think we, or should I say you, need to.
Role-play
Feifei: Ring ring, ring ring…
Neil: Hello?
Feifei: Good morning, I’m calling from Feifei’s fashions and I’m afraid I’ve got a
complaint.
Neil: I see, what exactly is the problem?
Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.
Neil: I’m so sorry about that. Let me check your order.
Feifei: Look, I need the blue t-shirts as soon as possible.
Neil: Yes of course, I’ll get the correct order sent to you by the end of today.
Feifei: Thanks for your help.
Neil: Thank you for calling.
Neil: And that’s the end of today’s role-play!
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Feifei: That was better: I think I even believe you might send me the right t-shirts
this time.
Neil: Of course I will. Anyway, it wasn’t my fault, somebody else sent the wrong
t-shirts, I never ever get anything wrong, you know that…
Feifei: That’s it for today Neil! But we’ll be back soon, and we hope you don’t feel
like complaining about that! Join us again for more 6 Minute English! Bye!
Neil: Stop your moaning, bye!
