IELTS Speaking Part 2 and 3 : Complaint

IELTS Speaking Part 2 and 3 : Complaint

IELTS Speaking Part 2 – Describe a complaint that you made and you were satisfied with the result

You should say.
When it happened
Who you complained to
What you complained about
And explain why you were satisfied with the result

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Version 1

So, a couple of months ago, I decided to buy this table from this online furniture shop, just before the spring festival. I had been eagerly awaiting its arrival for a couple of days. When it finally showed up, I was thrilled. Assembling it only took me a few minutes. However, I couldn’t find a specific part. After checking online and the manual, I realized there was indeed a missing piece crucial for joining the table and legs. Without it, my desk wouldn’t function properly. Naturally, I was frustrated. I knew it wasn’t the representative’s fault, but I didn’t think it was mine either. I called them and, after a few minutes on hold, requested a replacement part. They agreed but said I had to disassemble the table, send it back, and then they would send me the new part.

I was frustrated by this process. Why couldn’t they just send the missing part? They explained their policy, but I wasn’t satisfied. I asked to speak to the manager. The manager was understanding. He acknowledged the frustration of assembling, disassembling, and shipping back the table. He couldn’t override the system to send me the part directly, so he suggested I buy another table. Once it arrived, I should take the needed piece and then return it for a refund.

At first, I was hesitant, but I didn’t have many options. The manager expedite the shipment, which was a relief. When it arrived, I followed his advice, took the missing piece, and returned the table. After two days, I received my refund. Despite the inconvenience and extra expense, I was satisfied with the outcome. The manager went above and beyond to assist me promptly and understand the situation.

Version 2

I went to a well-known restaurant that offers a spicy beef dish, which I really enjoy. This was my third visit to the place, and the quality of service had been quite good before. However, when I went a few weeks ago, there were many people there, so I expected a longer wait time. I understood that the staff was busy, and I didn’t mind their stressed demeanor or the slower service.

Unfortunately, after waiting for 15 minutes, I received my spicy beef dish cold. It turned out that the food had been prepared, but the waiters were so occupied that it had cooled down. I approached the manager and politely asked about the situation, mentioning that this was not ideal for the business. The manager apologized profusely and offered me a fresh batch of the spicy beef, which was hot and satisfying. Additionally, the manager gave me a 10% discount coupon, which I appreciated even though I didn’t really need it, as a gesture of compensation for the inconvenience.

A few days later, I visited again and found that the service had improved. I appreciate how the manager addressed the issue and resolved it effectively.

 

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IELTS Speaking Part 3 – Complaint

1. When do people tend to make complaints?

People usually make complaints when it boils down to two main reasons: lack of resources, which includes time and money, and physical exhaustion. When individuals find themselves lacking resources, such as being in a hurry or facing high costs, they are likely to complain. Additionally, when they are physically tired or hungry, like workers in the food industry waiting for food orders, frustration can lead to complaints. These factors, lack of resources and physical exhaustion, are the primary reasons people complain.

Based on my observation, people are more likely to complain when they are tired, waiting for a long time, or feel their resources are being wasted. Complaints often arise when people find something very expensive, when they need to stay somewhere for an extended period, or when they are already exhausted. People tend to vent their frustration and can complain about almost anything under these conditions.

2. What are common complaints?

Common complaints often revolve around running out of time, feeling that things are too slow, or encountering high prices they cannot afford or do not perceive as value for money. Another common complaint is the expectation of better service, where people anticipate being treated exceptionally well but feel disappointed when this doesn’t happen.

To put it simply, people often complain about not meeting their expectations. For example, if they are treated poorly in a situation where they expected better, they will complain. The same goes for prices: if they expected a good deal but were asked to pay more, they will complain. Most complaints revolve around unmet expectations or inadequate compensation for their time, effort, or resources.

3. Is it better to complain by talking or writing?

The effectiveness of complaining depends on the situation. Writing complaints can be beneficial as they are often forwarded to higher authorities, potentially leading to changes within the company. Even if immediate changes don’t occur, companies may take note for future improvement. On the other hand, verbal complaints, often fueled by frustration and expressed through talking or even yelling, serve more as a release of emotions. While talking may provide catharsis, it usually doesn’t result in tangible changes.

It depends on the person’s intention. If someone wants to vent frustration, they might prefer talking, even yelling, to release their feelings. Others may choose to write a complaint to reach management, headquarters, or post on social media. Writing can be more effective for highlighting poor service because it provides a permanent record. It all depends on whether the person wants to express frustration or seek change.

4. Who is more likely to complain, older or younger people?

Both older and younger people are equally likely to complain, albeit for different reasons. Younger individuals may complain more about personal matters or feeling entitled to certain treatment, like customized coffee orders. In contrast, older individuals may focus their complaints on issues such as high prices, especially in retail settings. Overall, both age groups express complaints at similar rates, but the reasons behind their complaints vary.

I’m not entirely sure, but it seems that older people are often more vocal in their complaints. In some cultures, especially in Asian cultures, it can be considered rude to argue with older people, so they might take advantage of this to voice their complaints more directly. Younger people, on the other hand, may complain more passively, perhaps through social media or indirect methods, rather than direct confrontation.

5. How would you react to poor service at a restaurant?

When encountering poor service at a restaurant, several factors come into play. If the poor service is due to a busy environment where staff are overwhelmed, understanding and patience are warranted. However, if the poor service is a result of neglect or mistreatment, the response may differ. Regardless, it’s essential to remember not to confront restaurant staff aggressively, as this can lead to unpleasant consequences, having worked in the industry and seen how staff may react.

My reaction depends on the type of restaurant and the quality of the food. If the restaurant is known for its good food and is reasonably priced, I might overlook poor service, especially if the food is clean and satisfactory. However, if I visit a high-end restaurant where I pay a premium for both food and service, and I receive poor service, then I would have a problem.

6. How do people typically respond to poor customer service?

In today’s digital age, many people respond to poor customer service by recording videos and sharing them on social media. This public airing of grievances can have significant consequences for businesses, especially if the video portrays them in a negative light. However, it’s crucial to acknowledge that such videos may not always provide the full story and could unfairly damage a company’s reputation. Despite this risk, the trend of publicly documenting poor customer service continues, often leading to negative consequences for the targeted businesses.

Most people respond to poor customer service through social media. Confronting staff directly may not be ideal, as it can lead to retaliation or escalate the situation. Instead, people often post negative reviews, share their experiences online, or complain on social media. The method of response depends on the individual’s capability and preference.

Check Placement Test for Speaking

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Please visit the website Educatorian to find suggested answers for IELTS speaking questions. Additionally, I recommend checking out Ian’s website for further information.
请访问Educatorian网站，找到雅思口语问题的建议答案。此外，我建议查看伊恩的个人网站以了解更多信息。