Unit 4 Complaints Dec. 17

Communicative English III
Pre-Intermediate
Business English
Unit 4: Receiving and making complaints
Class session : Tuesday, December 17th 2020
Prof. Carmen Gloria Pérez, Mg.

Profesor Asistente
Escuela de Administración y Negocios
Universidad de Concepción
Campus Chillán
Learning objective : to make a complaint about faulty products or services.
Contents:
 Vocabulary words to refer to customer products or services.
 Fixed expressions: I’m afraid & I have a complaint about.
 Simple Present and Past Simple, Present and Past passives, the Present Perfect.
 There + be (Present and Past)
Quiz date : Monday, May 25th

Where are these people?
How does the man feel?
Who is making a complaint?
They are at the customer service counter
The man is MAKING A COMPLAINT Who is receiving a complaint?
The woman is RECEIVING A COMPLAINT.
Look at the pictures. How do you think these people feel? Use the words
in the box.
1. Angry
2. Worried
Angry Happy
3. Depressed
4. Surprised
5. Happy
6. Excited
7. Bored
8. Nervous
9. Disappointed
10. Embarrassed disappointed
Nervous
1. Enojado
2. Preocupado
3. Deprimido
4. Sorprendio
5. Feliz
6. Entusiamado
7. Aburrido
8. Nervioso
9. Molesto
10. Avergonzado
expressyourfeelings
Imagine that you’ve bought something and you
received a box like this
Angry
disappointed The items are broken!
Making a Complaint
Which is the best attitude?
Yell at the front desk person

in the customer service ??? Explain the situation and ask for a solution ???
Let’s learn how to make a complaint, in a

polite way
To start with, you can say…..
I’m afraid there is problem with ……

I’m sorry to hear
that. How can I
help you?
I have a complaint about …….
Making a complaint
I’m afraid there is a problem with my last order for books: the books are broken.
Present of Be + verb in the past participle
I’m afraid there is a problem with my order for books. The books were sent to the wrong
address Past tense of Be + verb in the past participle
Making a complaint
I’m afraid there is a problem with my last order for books: the order is wrong.
The Simple Present
I’m afraid there is a problem with my order for books. The order hasn’t arrived, yet.
Present Perfect
Making a complaint
. order for books: the books are damaged.
1. I’m afraid there is a problem with my last
2. I’m afraid there was a problem with my order for books. The books were sent to the
wrong address .
Passives
Present [Am – is – are] + Verb in the past participle
Past [Was /were ]+ verb in the past participle.
Passives
There + be
Present
There is an apple There are 2 apples
There are apples
(Hay 1) (Hay + 1) There aren’t
There isn’t
Past
There was an apple There were 2 apples
There were apples
There wasn’t There weren’t

You ordered You received
Make a complaint I’m afraid there is a problem with my last order, It is wrong.
Explain the situation I ordered a pair of sneakers but you sent me a pair of boots.
I’m afraid there is a problem with my last order, It is wrong.

I bought a pair of sneakers but I received a pair of boots.
Explaining the Situation

You ordered Order date Today’s date
January 15 th April 28th
I’m afraid there is a problem with my last order: it is delayed.

I ordered a DELL Lattitude computer on January 15th and it hasn’t arrived yet.
I’m afraid there is a problem with my last order: it is delayed.

I bought a DELL Lattitude computer on January 15th and it hasn’t arrived yet.
Explaining the Situation

Sandy Smith works for Electromart Wholesale. She deals with customer
complaints. Listen to Sandy talking to two customers. Check the correct answers.
Homework
Who would use these expressions when complaining about a
product or service? Write (C) for Customer and (S) for Supplier
next the following expressions
1. I’m very sorry about that.

2. The items are the wrong size
3.I’m afraid I have a complaint about
4. What seems to be the problem?
5. Could you give me a few details?
6. The order hasn’t arrived .
7. We’ll take care of it right away!
8. We ordered model Q200 but you sent model Q500.
9. The order was delivered to wrong address.
10.I’m sorry about the inconvenience.
Homework
Use the information in the table to make a
complaint. Explain the situation.
Your order. The problem.
400 units/ Green T-shirts – Size : 400 units/ Blue T-shirts / Size: large
large
60 units/ Dell Vostro Laptop 60 units/ Dell Inspiron Laptop Computers
Computers
Arrival date: March 1st Today's date: Apr 28th
Make a complaint
Example: I’m afraid there’s a problem with my last order: ………….
Explain the situation I ordered ………………..but …..
Homework

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Communicative English III

Prof. Carmen Gloria Pérez, Mg.

Quiz date : Monday, May 25th

disappointed The items are broken!

Yell at the front desk person

Let’s learn how to make a complaint, in a

I’m afraid there is problem with ……

I have a complaint about …….

The Simple Present

There wasn’t There weren’t

I’m afraid there is a problem with my last order, It is wrong.

Explaining the Situation

January 15 th April 28th

I’m afraid there is a problem with my last order: it is delayed.

I’m afraid there is a problem with my last order: it is delayed.

Explaining the Situation

1. I’m very sorry about that.

Explain the situation I ordered ………………..but …..

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