IELTS Speaking
IELTS Speaking Part 2 and 3 : Complaint

IELTS Speaking Part 2 and 3 : Complaint

IELTS Speaking Part 2 – Complaint

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

Sample 1

Once, I had an experience when I was checking out a few phones. I tend to dress casually, almost like someone from a low-income background. So, I went to the mall, visited a store, and started examining the phones. I didn’t realize at the time that I had a bit of a scruffy look since I hadn’t shaved that day and was dressed down. The staff gave me a disdainful look when I asked about the price, probably judging my appearance. Initially, I brushed it off, thinking, “Yeah, I may look the part.”

But things escalated when they insisted that I leave the store, treating me with disrespect. I was quite upset, so I decided to take the matter further. I contacted the manager at the store and even reached out to the head office via email, which I found through a Reddit forum dedicated to providing direct contact information. Thankfully, I have my own domain for emails, as most companies filter out Gmail or Yahoo addresses.

In the email, I expressed my disappointment with the terrible service I received at the store. I explained that it didn’t affect me much, but I was concerned about how they might treat others who don’t fit their preferred appearance. Soon after, I received a call from the customer service of that branch, offering a basic apology. They even asked if I could return to the store, where they provided me with a two-year phone plan and a free upgrade. It seemed like they were trying to appease me to prevent any further escalation.

While I felt satisfied with their compensation, I also reminded them that they shouldn’t treat people differently based on their appearance. It’s not right to judge and mistreat others just because of how they look.

IELTS Speaking Part 3 – Continuation

  1. When are people more likely to make complaints?

People are more likely to make complaints when they are physically or mentally exhausted, or when they have received some bad news or experienced something negative. It’s like what they say in the movies, life is like gravity, and it only takes one push. For example, after working for 12 hours and then facing a long and slow commute home, some people may break and become irate, causing tension and frustration. In situations where people are experiencing a lot of stress, they tend to vent their feelings, especially in places like restaurants. For instance, if people are hungry and their orders are taking a while, they may vent their frustration to the waiter, even though the waiter isn’t responsible for cooking their food. It’s more about letting out their emotions because they are really tired.

  1. What do people often complain about?

If we were, to sum up all the common complaints, they usually revolve around the idea of consuming too many resources, including time and money. For instance, waiting for a bus can be frustrating, as it consumes precious time that you can never get back. Similarly, when prices go up unexpectedly, people may complain about the increased financial burden. Another common complaint is when someone intends to buy a product, but someone else tries to cheat them, leading to verbal abuse and frustration.

  1. Which one is better when making a complaint, talking or writing?

Oral communication is always better for making a complaint because sending a written complaint to the head office doesn’t guarantee that someone will read it or take action. When you talk to someone, even if the issue isn’t that significant, it allows you to vent and transfer your frustration to another person. This can be quite therapeutic, even if nothing changes. In the food industry, for example, a customer may write a suggestion or complaint about poor service, but it’s often the frontline staff who face the brunt of it. Speaking out allows people to feel heard, and it’s often easier and more spontaneous than writing, especially for those who aren’t proficient in writing skills.

  1. Who is more likely to make complaints, older people or younger people?

Both older and younger people are equally likely to make complaints, but they may complain about different things. Older people may complain more about prices, while younger people may be more concerned about how they are treated. For example, older people tend to voice their concerns at restaurants, while younger individuals may be more sensitive and easily affected by how they are treated in various situations.

  1. How would you react if you received poor service at a restaurant?

Personally, my reaction would depend on the type of restaurant. If it’s a simple diner, I wouldn’t expect five-star service and would tip accordingly. However, if it’s a higher-end restaurant where I’m paying a premium for quality service, and I receive poor service, I would speak to the manager about the issue and express my dissatisfaction.

  1. How do people often respond to poor customer service?

With the power of social media, people now tend to resort to boycotting or canceling businesses that provide poor service. If they encounter bad service, they may post about it on social media. Then, they warn their friends and friends of friends not to patronize the place. This kind of viral response can have significant consequences for a business, which makes it a potent and somewhat concerning form of public judgment without giving the opportunity to try to improve.

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