As an IELTS Speaking examiner, I’ve witnessed countless candidates struggle with this topic. “Describe A Time When You Complained About Something” is a common cue card that often appears in IELTS Speaking Part 2. It’s a topic that requires careful preparation and strategic thinking to score high. In this comprehensive guide, we’ll explore how to tackle this subject effectively and provide sample answers for different band scores.
IELTS Speaking Test
Part 1: Introduction and Interview
In Part 1, the examiner may ask some general questions about complaints or customer service. Here are some possible questions:
- Do you often complain about things?
- What kind of things do people in your country usually complain about?
- Do you think people complain more nowadays than in the past?
Let’s look at a sample answer for the first question:
Examiner: Do you often complain about things?
Candidate (Band 6-7 answer):
“Well, I wouldn’t say I complain very often. I try to be patient and understanding most of the time. However, if something is really unsatisfactory or unfair, I might speak up about it. For example, if I receive poor service at a restaurant or if a product I bought is defective, I would probably complain.”
Candidate (Band 8-9 answer):
“To be honest, I’m not one to voice my grievances frequently. I firmly believe in approaching situations with patience and empathy. However, when faced with genuinely subpar services or products that fall short of reasonable expectations, I do find it necessary to express my concerns. For instance, if I encounter exceptionally poor customer service or receive a faulty product, I would tactfully raise the issue with the relevant parties. I think it’s important to provide constructive feedback when warranted, as it can lead to improvements in the long run.”
Part 2: Long Turn (Cue Card)
Now, let’s move on to Part 2. Here’s a potential cue card for this topic:
Describe a time when you complained about something
You should say:
- What you complained about
- Who you complained to
- What the result of your complaint was
And explain why you decided to make this complaint
Sample Answer (Band 6-7)
“I’d like to talk about a time when I complained about a faulty laptop I bought. About six months ago, I purchased a new laptop from a well-known electronics store. However, within a week, I noticed that the battery was draining extremely quickly, lasting only about an hour when it was supposed to last for six hours.
I decided to complain to the customer service department of the store. I went back to the shop and spoke to a representative at the customer service desk. I explained the issue and showed them proof of purchase.
The result of my complaint was quite positive. The store staff were understanding and apologetic. They offered to replace the laptop with a new one of the same model. I was relieved and satisfied with their response.
I decided to make this complaint because the laptop was expensive, and I expected it to work properly. It was affecting my work, and I felt it was important to address the issue. I believed that as a customer, I had the right to receive a product that functioned as advertised.”
Sample Answer (Band 8-9)
“I’d like to recount an incident where I found it necessary to lodge a formal complaint regarding a malfunctioning laptop I had recently acquired. Approximately six months ago, I invested in a high-end laptop from a reputable electronics retailer. However, to my dismay, within a mere week of usage, I observed that the battery life was alarmingly short, barely lasting an hour when it was marketed to provide six hours of operation.
Given the severity of the issue, I opted to address my concerns with the store’s customer service department. I made a point of returning to the physical store location and engaging with a representative at the customer service desk. I articulated the problem in detail and presented my proof of purchase to substantiate my claim.
The outcome of my complaint was remarkably positive. The store personnel were exceptionally empathetic and profusely apologetic about the inconvenience caused. They promptly offered to exchange the defective laptop for a brand new unit of the same model. I was immensely relieved and thoroughly satisfied with their swift and considerate response.
I felt compelled to voice my concerns for several reasons. Firstly, the laptop represented a significant financial investment, and I had legitimate expectations of its performance. Moreover, the malfunction was severely impacting my professional productivity. I strongly believed that addressing this issue was crucial, not only for my benefit but also to alert the company to a potential widespread problem. As a consumer, I felt it was my prerogative to receive a product that lived up to its advertised specifications, and by raising this issue, I hoped to uphold certain standards of quality and customer satisfaction.”
Follow-up Questions
- How did you feel when you were making the complaint?
- What would you have done if the store had refused to replace the laptop?
Sample Answer (Band 6-7):
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“I felt a bit nervous and uncomfortable when making the complaint. It’s not something I enjoy doing, but I knew it was necessary. I tried to stay calm and polite throughout the process.”
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“If they had refused, I would have been quite disappointed. I probably would have asked to speak to a manager or considered contacting the manufacturer directly. As a last resort, I might have looked into consumer protection laws in my country.”
Sample Answer (Band 8-9):
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“To be candid, I experienced a mixture of emotions when lodging the complaint. There was a palpable sense of apprehension, as confrontation isn’t something I relish. However, I also felt a surge of determination, knowing that I was advocating for my rights as a consumer. I made a conscious effort to remain composed and articulate my concerns in a respectful yet assertive manner.”
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“Had the store declined to offer a replacement, I would have felt profoundly disheartened. However, I would have persisted in seeking a resolution. My next step would likely have been to escalate the matter to a higher authority within the company, perhaps requesting an audience with a senior manager. Failing that, I would have contemplated reaching out to the manufacturer directly to address the issue. As a final recourse, I would have explored the possibility of seeking assistance from consumer rights organizations or even considering legal options if the situation warranted such measures.”
Part 3: Two-way Discussion
In Part 3, the examiner might ask more abstract questions related to complaints and customer service. Here are some potential questions and sample answers:
Examiner: Do you think companies take customer complaints seriously these days?
Candidate (Band 6-7):
“I think most companies nowadays do take customer complaints quite seriously. They understand that customer satisfaction is important for their reputation and business success. Many companies have dedicated customer service departments to handle complaints and try to resolve issues quickly. However, some companies might still struggle to address all complaints effectively, especially if they receive a large volume of them.”
Candidate (Band 8-9):
“In my opinion, there’s been a significant shift in how companies perceive and handle customer complaints in recent years. With the advent of social media and online review platforms, companies have become increasingly cognizant of the potential repercussions of unresolved complaints. Many organizations now view customer feedback, including complaints, as valuable insights for improving their products and services.
That being said, the efficacy of complaint handling can vary considerably across different companies and industries. While some have implemented robust systems and trained their staff extensively in conflict resolution, others may still be grappling with the challenges of managing customer expectations in an increasingly demanding marketplace. It’s also worth noting that smaller businesses might face resource constraints in addressing complaints as comprehensively as larger corporations.
Ultimately, I believe that companies that prioritize customer complaints and view them as opportunities for growth are likely to thrive in today’s competitive business landscape.”
Examiner: How has technology changed the way people make complaints?
Candidate (Band 6-7):
“Technology has greatly changed the way people make complaints. Now, people can easily complain online through social media, company websites, or review platforms. This makes it faster and more convenient to raise issues. Companies often respond quickly to online complaints to protect their reputation. However, this ease of complaining might also lead to some people making unnecessary or exaggerated complaints.”
Candidate (Band 8-9):
“The advent of technology has revolutionized the landscape of customer complaints in several profound ways. Firstly, it has dramatically lowered the barriers to voicing dissatisfaction. With just a few clicks, consumers can now articulate their grievances on various platforms, from social media to dedicated review sites, reaching a vast audience instantaneously.
This shift to digital channels has also fostered a culture of transparency, where companies’ responses to complaints are often visible to the public, thereby incentivizing businesses to address issues more promptly and effectively. Moreover, technology has enabled the collection and analysis of complaint data on an unprecedented scale, allowing companies to identify patterns and implement systemic improvements.
However, this ease of complaining is not without its drawbacks. It has potentially led to a saturation of feedback, making it challenging for companies to discern genuine issues from trivial ones. There’s also the risk of complaint fatigue, where the sheer volume of grievances might lead to some legitimate concerns being overlooked.
On balance, though, I believe technology has empowered consumers and pushed companies towards greater accountability, ultimately leading to improved customer service standards across many industries.”
Key Vocabulary and Phrases for High Scores
To achieve a high score in IELTS Speaking, it’s crucial to use a range of sophisticated vocabulary and complex sentence structures. Here are some key terms and phrases that can help elevate your responses:
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Lodge a complaint /lɒdʒ ə kəmˈpleɪnt/ (phrase) – To make a formal complaint
Example: “I felt it necessary to lodge a complaint with the hotel management about the poor service.” -
Articulate /ɑːˈtɪkjʊleɪt/ (verb) – To express thoughts or feelings fluently and coherently
Example: “She articulated her concerns clearly and professionally to the customer service representative.” -
Empathetic /ˌempəˈθetɪk/ (adjective) – Showing an ability to understand and share the feelings of another
Example: “The store manager was very empathetic about my situation and offered an immediate solution.” -
Rectify /ˈrektɪfaɪ/ (verb) – To put right; correct
Example: “The company promised to rectify the issue within 24 hours.” -
Advocate /ˈædvəkeɪt/ (verb) – To publicly recommend or support
Example: “I felt it was important to advocate for my rights as a consumer.” -
Persist /pəˈsɪst/ (verb) – To continue firmly or obstinately in an opinion or course of action despite difficulty or opposition
Example: “Even when faced with initial resistance, I persisted in seeking a satisfactory resolution.” -
Escalate /ˈeskəleɪt/ (verb) – To increase in intensity or seriousness
Example: “When the front-line staff couldn’t help, I had to escalate my complaint to a manager.” -
Recompense /ˈrekəmpens/ (noun) – Compensation or reward given for loss or harm suffered
Example: “As recompense for the inconvenience, the airline offered me a free upgrade on my next flight.”
Examiner’s Advice
As an IELTS Speaking examiner, here are my top tips for achieving a high score:
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Practice regularly: Familiarize yourself with common IELTS topics and practice speaking about them fluently.
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Use a range of vocabulary: Incorporate sophisticated words and phrases naturally into your responses.
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Develop your ideas: Don’t just give short answers. Explain your thoughts in detail and provide examples.
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Work on pronunciation: Clear pronunciation is crucial for a high score. Pay attention to word stress and intonation.
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Use a variety of grammatical structures: Demonstrate your command of English by using both simple and complex sentence structures.
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Stay on topic: Make sure your answers are relevant to the questions asked.
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Be confident: Even if you’re not sure about something, try to speak confidently and maintain good eye contact with the examiner.
Remember, the key to success in IELTS Speaking is not just about knowing what to say, but how to say it effectively. With consistent practice and application of these strategies, you can significantly improve your performance and achieve the score you desire.
For more guidance on IELTS Speaking, you might find it helpful to explore other topics such as describing a place you visited that was very crowded or describing a person who is very dedicated to their work. These resources can provide additional practice and insights into effectively answering various types of IELTS Speaking questions.
