Cue Card

Describe a time you made a complaint and were satisfied with the result

You should say:

• When it happened
• Who you complained to
• What you complained about
• And why you were satisfied with the result

Sample Part 3 Questions

1. What products or services do people in your country like to complain about?
2. Would you buy something from a shop you’ve made a complaint to before?
3. Is it necessary for companies to set up a customer service hotline?
4. Do you think customers’ complaints will improve products or services?
5. Are there any disadvantages to setting up a customer service hotline?

Sample Cue Card Answer

So I'm going to share with you a story about a time I made a complaint and actually got a great outcome. It was a few years ago when I was on a flight from New York to LA. I had paid extra for a seat with more legroom, but when I got to my seat, I realized it was broken. I mean, it was literally stuck in the reclined position, and the person in front of me was already reclined, so I was basically stuck in a perpetual lean-forward position. I was not happy.

I politely told the flight attendant about the issue, and she apologized and said she'd see what she could do. She came back a few minutes later and offered to move me to a different seat, but it was in a different class of service, so I'd have to pay the difference. I was thrilled! I mean, I was already having a bad day, but this was a total turnaround. I ended up with a much better seat, and I was actually able to relax on the flight.

What struck me about this experience was how easy it was to resolve the issue. I think a lot of times we assume that making a complaint is going to be a huge hassle, but in this case, it was the opposite. The flight attendant was apologetic and helpful, and the airline was willing to make it right. It was a great reminder that sometimes, speaking up and making a complaint can actually lead to a better outcome.

But what's interesting is that this experience also made me realize that sometimes, it's not just about the outcome, but about how we're treated in the process. The flight attendant could have easily just told me that there was nothing she could do, or that I was out of luck. But instead, she listened to my concern, apologized, and offered a solution. It was a small act of kindness, but it made a big difference in how I felt about the experience.

So, I think that's an important lesson for all of us. Whether we're on the receiving end of a complaint or making one ourselves, how we respond can make all the difference. It's not just about fixing the problem, but about how we treat each other in the process. And that's something we can all learn from, no matter what the situation is.

Cue Card Answer Key Phrases and Idioms

make it right

to correct a problem or mistake

The airline made it right by offering a refund.

The company made it right by replacing the defective product.

speak up

to express an opinion or complaint

She spoke up about the issue and got a resolution.

He spoke up and told the manager about the problem.

Sample Part 3 Answers

What products or services do people in your country like to complain about? In my experience, people in the US tend to complain a lot about their internet and cable services. I think it's because these services are essential to our daily lives, and when they don't work as promised, it can be really frustrating. I've personally had issues with my internet provider in the past, where my connection would drop constantly, and it would take forever to get someone on the phone to fix it. I think that's why so many people in the US complain about these services - we rely on them so heavily, and when they don't deliver, it feels like a major inconvenience.

Would you buy something from a shop you’ve made a complaint to before? Honestly, it really depends on how the complaint was handled. If I felt like the company listened to my concerns, apologized, and made a genuine effort to resolve the issue, I'd be more likely to give them another chance. For example, I once had a problem with a pair of shoes I bought from a store, and when I contacted their customer service, they were super responsive and offered to replace the shoes right away. Because of how they handled the situation, I've actually continued to shop at that store and have recommended it to friends. On the other hand, if the company was unresponsive or dismissive of my complaint, I'd be hesitant to give them my business again.

Is it necessary for companies to set up a customer service hotline? I think it's absolutely necessary for companies to have a customer service hotline. In today's digital age, customers expect to be able to get help quickly and easily, and a hotline provides a direct line of communication. Without one, customers might feel like they're left in the dark, and that can lead to a lot of frustration and negative reviews. Plus, a hotline shows that a company is committed to listening to its customers and addressing their concerns. I've had experiences where I've called a company's customer service number and been able to resolve an issue in just a few minutes - it's a game-changer for building trust and loyalty with customers.

Do you think customers’ complaints will improve products or services? I think customers' complaints can be a huge catalyst for improvement. When companies listen to feedback and take it seriously, they can identify patterns and areas where they need to make changes. For instance, if multiple customers are complaining about the same issue, it's likely that there's a systemic problem that needs to be addressed. By listening to these complaints, companies can make targeted improvements that will ultimately benefit all their customers. I've seen this happen with a popular coffee shop chain, where customers complained about the quality of their coffee, and the company responded by revamping their brewing process and training their baristas. Now, their coffee is consistently better, and customers are happier.

Are there any disadvantages to setting up a customer service hotline? While I think customer service hotlines are essential, there are some potential downsides. One of the main disadvantages is the cost - setting up and staffing a hotline can be expensive, especially for smaller companies. Additionally, if the hotline is not well-managed, it can create more problems than it solves. For example, if customers are put on hold for too long or don't get helpful answers to their questions, it can actually decrease customer satisfaction. Furthermore, some companies might struggle to balance the volume of calls with the need to provide personalized service, which can lead to burnout among customer service representatives. However, I think these challenges can be mitigated with proper planning, training, and resources.

Part 3 Key Phrases and Idioms

tend to

to have a habit of doing something or to be likely to do something

people in the US tend to complain a lot about their internet and cable services

drop constantly

to stop working or functioning regularly

my connection would drop constantly

make a genuine effort

to try very hard to do something in a sincere way

if the company made a genuine effort to resolve the issue

responsive

quick to respond or react to something

the customer service was super responsive

game-changer

something that has a significant and positive impact on a situation

having a customer service hotline is a game-changer for building trust and loyalty with customers

catalyst for improvement

something that causes a change or improvement to happen

customers' complaints can be a huge catalyst for improvement

take it seriously

to consider something important and worthy of attention

when companies listen to feedback and take it seriously

revamp

to change or improve something completely

the company responded by revamping their brewing process

decrease customer satisfaction

to make customer satisfaction lower

it can actually decrease customer satisfaction

burnout

a state of physical, mental, or emotional exhaustion

it can lead to burnout among customer service representatives