Unit 4 Check in + Step 1: What are you complaining about?

• Engels
• Secundair onderwijs

Check in

Why has your shampoo turned my dog pink?

Ex. 1

Read the situations below and match each complaint (1-4) with an answer (A-D)

Ex. 3

Read the following situations and 

write a suitable answer for each of them.

My response to one of these situations (start with @)

Step 1: What are you complaining about?

Learning words to make complaints

1 / Top 10 consumer complaints

Ex. 1

Have you ever made a complaint about something you bought?

a) If so, what was it about?

b) If not, have you always been happy with all your purchases?

Explain to your partner. Talk for 1 minute.

Complete the word web on the next page. What do people file most complaints about? Add the category between brackets.

e.g. wrong size (clothing)

Complaints

Ex. 2

Complete the word web in your workbooks with information from the previous slide.

Ex. 3a

Read this text about consumer complaints.

Write the correct title above each paragraph.

car complaints – credit/debt – home improvements – household goods – internet fraud – landlord/tenant problems – property/real estate – retail – services – utilities

car complaints

credit/debit

home improvements

household goods

internet fraud

landlord/tenant problems

property / real estate

retail

services

utilities

Ex. 3b

What category does each of the following pictures refer to?

--> match!

car complaints

credit/debit

home improvements

household goods

internet fraud

landlord/tenant problems

property / real estate

retail

services

utilities

Ex. 3b

Ex. 3c

Below are some examples of complaints. In which category do they belong?

1 An electrician failed to repair the plug connection in your room and now you cannot charge your phone anymore.

2 You have recently changed to another mobile provider but after a month you haven’t received your nano-SIM card yet.

3 Through ads on Facebook you won €250, but apparently it was a

case of phishing.

4 Your parents bought a house that apparently has a leak and a lot of

moisture damage.

5 The new microwave has been installed incorrectly and it does not

work.

6 There is oil leaking from the engine of your moped.

7 You have already been waiting 30 minutes for your meal to be

ready; the chef is still on his phone.

8 The fire escape in your apartment has been blocked for two months but your landlord refuses to come and check it.

9 There is €250 missing from your bank account.

10 The label on a T-shirt says it is on discount but the cashier says

you have to pay the full price.

car complaints

credit/debit

home improvements

household goods

internet fraud

landlord/tenant problems

property / real estate

retail

services

utilities

Ex. 3c

Below are some examples of complaints. In which category do they belong?

Ex. 4

Read these Facebook comments and put the problems in the corresponding categories: food, clothes, gadgets or other. Write the numbers of the comments in the table.

clothes

food

gadgets

other

Ex. 4

Ex. 5

Fill the gaps in the sentences with the correct word. Choose from the list. Not all words have to be used.

checkouts

coupon

exchange

gift card

invoice

lease

manufacturer

queues

receipt

refund

resolution

return policy

samples

store credit

warranty

Ex. 6 Which word is being described? Fill in the word in the crossword below.

Across

3 small amount of something given to people to try

4 document that shows a list of goods or services and the prices to be paid for them

5 money given back to someone when a product is returned or when a service was not acceptable

6 place in a shop where you can pay for the things you buy

7 piece of paper on which the things or services you bought are listed with the price for each and the total amount

Down

1 piece of paper that lets you get a service or product for free or at a lower price

2 line of people who are waiting for something

3 piece of paper given by a shop when you return something you do not want, which allows you to buy other goods or services of the same value

Ex. 6 Which word is being described? Fill in the word in the crossword below.

Across

3 small amount of something given to people to try

4 document that shows a list of goods or services and the prices to be paid for them

5 money given back to someone when a product is returned or when a service was not acceptable

6 place in a shop where you can pay for the things you buy

7 piece of paper on which the things or services you bought are listed with the price for each and the total amount

Down

1 piece of paper that lets you get a service or product for free or at a lower price

2 line of people who are waiting for something

3 piece of paper given by a shop when you return something you do not want, which allows you to buy other goods or services of the same value

2 / Excuse me, but …

Ex. 1

Watch the clips and write down what would make you nervous if you were the customer.

Video 1

Video 1

Video 2

Video 2

Video 3

Video 3

Video 4

Video 4

Ex. 2

 Watch the clips again and write down or complete the phrases.

Ex. 2

Ex. 3

 Read the following phrases. Indicate whether the phrase could be said by a customer, an assistant or both.

1 Good afternoon.

1. customer
2. assistant
3. both

2 What can I assist you with?

1. customer
2. assistant
3. both

3 There appears to be a problem.

1. customer
2. assistant
3. both

4 How unfortunate.

1. customer
2. assistant
3. both

5 We will figure this out.

1. customer
2. assistant
3. both

6 Can I speak to the manager?

1. customer
2. assistant
3. both

7 I would like to see this problem resolved.

1. customer
2. assistant
3. both

8 I am terribly sorry.

1. customer
2. assistant
3. both

9 I am going to put you on hold.

1. customer
2. assistant
3. both

10 It was delayed.

1. customer
2. assistant
3. both

11 Happy to help.

1. customer
2. assistant
3. both