Describe an occasion when you heard someone complaining about something in a restaurant/store or other business places IELTS Cue Card
IELTS CUE CARD TOPIC
Describe an occasion when you heard someone complaining about something in a restaurant/store or other business places
You should say:
- When and where it happened
- What he/she complained about
- What the result was
- And explain how you felt about the experience
In this modern era, the shopkeepers leave no stone unturned to fetch customers. However, sometimes they do not provide good service, and the consumers complain a lot. So, this one scenario happened in front of my eyes.
Three years back, I went to the famous pizza outlet Pizza Hut. There, I saw a person fighting with the cashier, and his complaint was simple: he ordered Pizza without extra toppings, but the cashier, the concerned person on the counter, added the toppings from his side, and due to that, the price got enhanced. But the bad part was that the counter in charge did not heed that person’s complaint.
In the end, that person escalated the complaint to the manager. Even the manager didn’t listen properly, but when other customers expressed solidarity with that person’s concern, the manager responded and refunded the whole amount to the customer.
I felt terrible about the entire experience because we go to such places to have a gala time with our friends and family members, and these places charge exorbitant prices from the customers. So it is their bounden duty to provide flawless service. To my dismay, the service was also pathetic. So the overall experience could have been better, but the customer got his money back, which was good.
Here are some examples of follow-up questions that the examiner might ask during your speaking part 3 related to the cue card “Describe an occasion when you heard someone complaining about something in a restaurant/store or other business places ”.
1. How do companies train their staff to deal with complaints?
Most companies have a special training cell for the department which handles complaints.While training the people,they teach them how to handle the complaints adroitly. In this,they tell the employees to follow the principle of ACC, which means acknowledge, counter and close.So in this, the employees need to acknowledge every complaint.Then they need to find a counter for handling the complaint and then finally need to close it.
2. What do people usually complain about?
Usually people complain about services and it could be the unprecedented delay in the delivery or product description not matching the advertisement. And apart from this, the product being of inferior quality and the other could be the exaggeration of facts by the sales team members.
3. How do most people complain in writing or by other methods?
Earlier, the practice for complaining was through writing only, but in the technological era, there are a plethora of options.Most people these days make calls to the call center to lodge their complaints and they find this process to be easier than other options.
4. How do people often respond to customer service?
When people experience poor customer service, the only option they have is to escalate the complaint. In that case, they inform the senior officers of the company regarding the deficiency in services to get the right solution.
5. How would you react if you received poor service at a restaurant?
In case I receive a poor service at a restaurant, first of all, I’ll lodge a complaint with the restaurant manager and I’ll ask for a refund. And in case he doesn’t listen to my complaint, then I’ll post a bad review of the restaurant on various social media platforms. This way I would deal.
6. Who are more likely to make complaints, older people or younger people?
Older people have more patience and they know that there could be complaints due to human errors.So they exhibit patience,whereas young people are impatient and whenever they experience a deficiency in any product or service, they immediately lodge a complaint.