Complaining: Dialogues And Exercises

In "Handling Complaints" post, we explored various useful expressions for handling complaints. Today, let’s delve deeper by examining some example dialogues that illustrate effective complaint management. Afterward, we’ll tackle a few questions to reinforce understanding. Let’s begin and practice these conversations!

A. Complaining about a Purchased Product

I. Example Dialogue 1

Shop assistant: "Good afternoon, how can I assist you?"

Man: "I hope you can. I purchased this solar lamp here about three months ago, but it’s been nothing but trouble. The light is dim, it flickers constantly, and sometimes it doesn’t turn on at all. The charging panel doesn’t seem to work properly either."

Shop assistant: "Have you made sure it’s placed in direct sunlight for charging?"

Man: "Yes, I’ve tried that multiple times, but the issue persists."

Shop assistant: "Hmm, let me arrange for our technicians to inspect it for you."

Man: "A friend of mine bought the exact same lamp from here and experienced the same problems. I’m not interested in a repair—I want a refund."

Shop assistant: "I’m sorry, sir, but it’s against our store policy to issue refunds for items after this period."

Man: "I’d like to speak with the manager, please."

II. Exercise Section

Answer the following questions based on the information from the above text.

1. Where does the dialogue most probably take place?
2. What is the man complaining about?
3. What did the man buy?
4. When did he buy it?
5. What is the problem with it?
6. What solution does the woman offer?
7. Does the man agree with her solution?
8. What does he want?
9. What will most probably happen after the conversation?
10. What would you do if you were the shop assistant?

B. Complaining about a Rented Car

I. Example Dialogue 2

Assistant: "Good morning, how can I assist you?"

Customer: "I’d like to make a complaint about the car I rented from your company last week."

Assistant: "I’m sorry to hear that. Could you tell me what went wrong?"

Customer: "To start with, the car broke down less than an hour after I picked it up, and I had to wait over two hours for roadside assistance in the middle of nowhere. Then, when I finally got a replacement car, it was filthy—crumbs on the seats and a strange smell."

Assistant: "Oh no, did you report the condition of the car to our team?"

Customer: "Of course I did, but I was told there were no other cars available at the time. That’s not all, though. The replacement car had a faulty air conditioning system, which made the whole experience even worse in the summer heat."

Assistant: "I see, that sounds really inconvenient."

Customer: "And to top it all off, I was charged extra for fuel even though I returned the car with a full tank. I want a proper explanation for that."

Assistant: "I sincerely apologise for the issues you experienced. As a gesture of goodwill, I’d like to offer you a 20% discount on your next rental with us."

II. Exercise Section

Answer the following questions based on the above text.

1. Where does the conversation most probably take place?
2. What is the customer complaining about?
3. What happened with the first car the customer rented?
4. Where and how long did they have to wait?
5. What did they find when the replacement car arrived?
6. Why did the customer mention the summer heat?
7. Did the customer contact the company?
8. What did the company say?
9. What happened when he returned the car?
10. What solution did the company offer?

C. Complaining about a Clothing Product

I. Example Dialogue 3

Mary: "It’s certainly very busy here today, isn’t it?"

Julia: "Yes, and there aren’t enough salesgirls. We’ve been standing here for at least five minutes!"

Mary: "Quick. Catch that salesgirl’s eye! She’s just finishing with a costumer."

Julia: "Miss! Miss! Excuse me. I think I’m next and I haven’t very much time."

Salesgirl: "Yes, madam. How can I help you?"

Julia: "I’m afraid I have a complaint. It’s this pullover. I’m disappointed with the quality. I’ve only had it for two months and it’s already worn out."

Salesgirl: "Worn out? May I see it?"

Julia: "Yes, here you are. Look at the sleeves. They’re the worst part. Do you see? They’ve worn very badly."

Salesgirl: "And how long do you say you’ve had it?"

Julia: "For only two months. Look, here’s the receipt."

Salesgirl: "Thank you. This is very strange. We’ve been selling this particular make for years and we haven’t had any complaints in all that time."

Julia: "Well, I’m sorry. I’m sure it isn’t my fault. It’s already worn out."

Salesgirl: "One moment, please. Let me call the manager. Mr. Simons! Mr. Simons!"

Mr. Simons:: "Yes?"

Salesgirl: "It’s this lady. She’s had this pullover for two months and it’s already worn out."

Mr. Simons:: "Really? Let me see, please. Hmm, yes…"

Julia: "I’ve been wearing in at the week-ends; that’s all."

Mr. Simons: "Yes, well ... make out a credit slip for the lady, would you, Miss Smith?"

Julia: "A credit slip?"

Mr. Simons: "Yes. You can buy anything you like with it in the store."

Julia: "I’d rather have my money back, if you don’t mind."

Mr. Simons: "I see. Well, I suppose we can arrange that."

Julia: "Thank you."

(Adapted from Kernel Lessons Intermediate; Students’ Book)

II. Exercise: Sentence Correction

Correct the following statements. They have been quoted wrongly from the above text.

1. There are not many people in the shop today.
2. Julia has a lot of time.
3. She has been standing there for an hour.
4. She has had the sweater for a year.
5. The shop hasn’t been selling that particular make for long.
6. The shop has had many complaints for the product.
7. The pullover has worn very badly on the chest.
8. The manager refuses to accept the sweater back.
9. Julia has been wearing the sweater at work.
10. Julia wants a credit slip for the sweater.