Summary
Even when you're frustrated, maintaining politeness is key to getting a good outcome. This lesson helps you master the art of making effective complaints in English, ensuring your voice is heard without causing offence. You'll learn how to clearly articulate problems and seek resolutions in various situations.
Vocabulary
Students will encounter essential expressions for handling difficult situations, such as when something is not up to scratch or you feel you've been fobbed off. You'll also learn how to escalate a complaint and understand what constitutes the last straw, along with how to seek redress.
Grammar
The lesson focuses on using the passive voice for describing problems. This grammatical structure is crucial for sounding formal and less accusatory when making a complaint, allowing you to focus on the issue rather than assigning blame.
Practical English
You'll practise complaining about a product over the phone with useful phrases like ''Hi, I'm calling about an issue with a recent order.'' and ''Unfortunately, it's not working as it should.''. We'll also cover how to express disappointment politely, such as saying ''To be honest, I'm a bit disappointed with the quality.''
Discussion
A dedicated speaking activity provides an opportunity to discuss real-life scenarios and practise making polite complaints in a conversational setting, building your confidence.
Reading
Engage with a reading passage that explores different aspects of customer service and effective complaint handling, further expanding your understanding of the topic.
