Task 2
Complete the text about complaining about goods and services using words from the
box.
refund º solution º sympathetic º communicate º dissatisfied º temper
thank º apologize º deal º acceptable º delivery º make
Before you (9) ____________ a complaint it’s important that you are absolutely clear
about why you are unhappy. Perhaps you are (10) ____________ with the way you were
treated, you’ve bought a product which was faulty, or a (11) ____________ was late. You
also need to be clear in your mind about what you want to achieve by complaining. Is it
enough for someone to (12) ____________ for the problem, or are you expecting a full
(13) _________ of the money you spent? When you do complain, make sure you are
speaking to the right person in the organization to (14) ____________ with the problem.
Make an effort to (15) ____________ clearly and calmly. Try not to lose your
(16) ____________, as this may result in the other person being unhelpful. If you are not
successful the first time, keep trying. You may need to speak to several different people
before you can agree on a (17) ____________. Finally, if the listener has been
(18) ____________ and you feel that they have resolved the complaint in a way that is
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(19) ____________ to you, remember to (20) ____________ them for their help.
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