Describing a negative service experience is a common topic in IELTS Speaking tests. This theme allows examiners to assess candidates’ ability to narrate past events, express emotions, and use appropriate vocabulary related to customer service. Let’s explore how to excel in answering questions about a bad service you received in a restaurant or shop.
Part 1: Introduction and Interview
In this section, the examiner may ask general questions about customer service and shopping experiences. Here are some potential questions and sample answers:
Sample Question 1: Do you often go shopping?
Band 6-7 Answer:
Yes, I do go shopping quite often. I usually visit the local mall on weekends to buy groceries and sometimes clothes. It’s a convenient way to get everything I need in one place.
Band 8-9 Answer:
Indeed, I’m quite the avid shopper. I find myself frequenting various retail establishments at least a couple of times a week. While I primarily focus on essential items like groceries, I occasionally indulge in some retail therapy, browsing through fashion boutiques or electronics stores. It’s not just about acquiring goods; I find the whole experience rather enjoyable and, at times, even therapeutic.
Sample Question 2: Have you ever complained about bad service?
Band 6-7 Answer:
Yes, I have complained about bad service a few times. Once, at a restaurant, my food was cold, and I had to tell the waiter about it. They apologized and brought me a new, hot meal.
Band 8-9 Answer:
Absolutely, I’ve found myself in situations where I’ve had to voice my concerns about subpar service. One particularly memorable incident occurred at a high-end restaurant where I had made reservations for a special occasion. The food arrived late and was not prepared to the standard one would expect from such an establishment. I diplomatically raised the issue with the manager, explaining my disappointment while also giving them an opportunity to rectify the situation. They were remarkably receptive to my feedback and went above and beyond to ensure the rest of our evening was enjoyable.
IELTS Speaking – Complaining about bad service
Part 2: Long Turn (Cue Card)
Cue Card:
Describe A Bad Service You Received In A Restaurant Or Shop.
You should say:
- Where it happened
- What kind of service it was
- Why you think the service was bad
- How you felt about it
Sample Answer (Band 6-7):
I’d like to talk about a bad service experience I had at a local coffee shop last month. It’s a popular place near my office, and I often go there for my morning coffee.
On this particular day, I ordered my usual latte, but when I received it, I noticed it was lukewarm and had a strange taste. I politely asked the barista if they could remake it, but they seemed annoyed and reluctant to do so.
I think the service was bad because the staff member was unfriendly and didn’t seem to care about customer satisfaction. They didn’t apologize for the mistake and made me feel like I was causing trouble by asking for a properly made drink.
I felt quite disappointed and frustrated by this experience. It was especially upsetting because I had been a regular customer, and I expected better treatment. The incident left a bad taste in my mouth, both literally and figuratively.
Sample Answer (Band 8-9):
I’d like to recount a rather disheartening experience I had at a supposedly upscale restaurant in the city center about three months ago. My partner and I had chosen this establishment to celebrate our anniversary, based on its stellar online reviews and elegant ambiance.
From the moment we arrived, it was evident that our evening was not going to unfold as anticipated. Despite having made a reservation well in advance, we were left waiting in the lobby for nearly 30 minutes without any acknowledgment or apology from the staff. When we were finally seated, our waiter appeared visibly flustered and ill-prepared to handle our inquiries about the menu.
The service continued to deteriorate throughout the evening. Our appetizers arrived lukewarm, and there was an inordinate delay between courses. The main course, when it finally arrived, was not as described on the menu, and my partner’s dish was woefully undercooked. To compound matters, when we tried to bring these issues to the attention of our server, we were met with indifference and a lack of professionalism.
I believe the service was subpar for several reasons. Firstly, there seemed to be a glaring lack of communication between the front-of-house staff and the kitchen. Secondly, the staff appeared undertrained and ill-equipped to handle customer concerns. Lastly, there was a noticeable absence of management presence to oversee and rectify the mounting issues.
The experience left me feeling thoroughly disappointed and, quite frankly, disrespected as a patron. What should have been a joyous celebration of our anniversary turned into an evening fraught with frustration and regret. It served as a stark reminder of how crucial good service is in the hospitality industry and how its absence can marr even the most anticipated occasions.
IELTS Speaking – Bad restaurant service experience
Follow-up Questions:
- How did you handle the situation?
- Did you leave feedback for the restaurant?
Band 6-7 Answer:
I tried to stay calm and explain the problem to the staff. I left a review online to warn other customers about my experience.
Band 8-9 Answer:
I maintained my composure throughout the ordeal, despite my growing frustration. After our meal, I calmly but firmly requested to speak with the manager. I provided a detailed account of our experience, emphasizing not just the issues we encountered but also suggesting areas for improvement. Subsequently, I left a comprehensive review on several platforms, ensuring it was balanced and constructive rather than merely critical. I believe such feedback, when provided thoughtfully, can be instrumental in helping establishments identify and address their shortcomings.
Part 3: Two-way Discussion
Examiner: Why do you think some businesses provide poor customer service?
Band 6-7 Answer:
I think some businesses provide poor customer service because they might not train their staff properly. Sometimes, employees might be overworked or underpaid, which can affect their motivation. Also, some businesses might focus more on profits than on customer satisfaction.
Band 8-9 Answer:
There are multiple factors that can contribute to substandard customer service in businesses. Firstly, inadequate training programs often result in staff who are ill-equipped to handle customer interactions effectively. Additionally, poor management practices, such as understaffing or setting unrealistic targets, can lead to overworked and stressed employees who struggle to maintain a high level of service.
Moreover, some businesses may prioritize short-term profits over long-term customer relationships, leading to cost-cutting measures that negatively impact service quality. There’s also the issue of corporate culture – if a company doesn’t foster a customer-centric ethos, it’s unlikely that frontline staff will go above and beyond for customers.
Lastly, in some cases, businesses may have become complacent, perhaps due to a lack of competition or a misguided belief that their product alone is sufficient to retain customers. This complacency can lead to a gradual erosion of service standards over time.
Examiner: How important is customer service in the success of a business?
Band 6-7 Answer:
Customer service is very important for a business to be successful. Good service makes customers happy and they’re more likely to come back. They might also recommend the business to their friends. Bad service can make customers leave and never return, which is bad for business.
Band 8-9 Answer:
Customer service plays a pivotal role in the success and longevity of a business. In today’s highly competitive market, where products and services are often similar across competitors, exceptional customer service can be a crucial differentiator.
Firstly, superior customer service fosters customer loyalty. Satisfied customers are more likely to become repeat customers, providing a stable revenue stream. They also tend to have a higher lifetime value to the company, as they’re more inclined to try new products or services offered by a brand they trust.
Moreover, in the age of social media and online reviews, customer service experiences – both positive and negative – can be amplified exponentially. A single instance of outstanding service can lead to positive word-of-mouth marketing, effectively turning customers into brand advocates. Conversely, poor service can tarnish a company’s reputation rapidly, potentially leading to significant loss of business.
Good customer service also provides valuable feedback for businesses, allowing them to continually refine and improve their offerings. This customer-centric approach often leads to innovation and can help a business stay ahead of market trends.
Lastly, from a financial perspective, it’s generally more cost-effective to retain existing customers through excellent service than to constantly acquire new ones. This retention-focused strategy can significantly improve a company’s bottom line over time.
In essence, customer service is not just a department but a philosophy that should permeate every aspect of a business, serving as a cornerstone for sustainable growth and success.
IELTS Speaking – Importance of customer service
Key Vocabulary and Phrases for High Scores
Disheartening /dɪsˈhɑːtnɪŋ/ (adjective): causing someone to lose determination or confidence
Example: The lack of response from the staff was disheartening.Ill-prepared /ˌɪl prɪˈpeəd/ (adjective): not properly ready for something
Example: The waiter seemed ill-prepared to handle our dietary requirements.Inordinate /ɪˈnɔːdɪnət/ (adjective): unusually or disproportionately large; excessive
Example: There was an inordinate delay between ordering and receiving our food.Professionalism /prəˈfeʃənəlɪzəm/ (noun): the competence or skill expected of a professional
Example: The staff’s lack of professionalism was evident in their casual attitude towards customer complaints.Marr /mɑː(r)/ (verb): to spoil or damage
Example: The poor service marred what should have been a pleasant dining experience.Customer-centric /ˈkʌstəmə ˈsentrɪk/ (adjective): focused on the customer
Example: Successful businesses often adopt a customer-centric approach to service.Pivotal /ˈpɪvətl/ (adjective): of crucial importance in relation to the development or success of something else
Example: Excellent customer service plays a pivotal role in a company’s success.Amplify /ˈæmplɪfaɪ/ (verb): to increase the volume, amount, or strength of something
Example: Social media can amplify both positive and negative customer experiences.
Examiner’s Advice
To achieve a high score in the IELTS Speaking test when discussing bad service experiences:
- Use a range of advanced vocabulary and idiomatic expressions relevant to customer service and experiences.
- Provide detailed and specific examples to support your points.
- Discuss both personal experiences and broader societal implications of customer service.
- Show your ability to analyze situations from multiple perspectives.
- Use a variety of complex sentence structures to demonstrate your language proficiency.
- Practice describing emotions and reactions to different service scenarios.
- Be prepared to discuss potential solutions or improvements to bad service situations.
- Maintain a balanced and objective tone, even when describing negative experiences.
Remember, the key to success in IELTS Speaking is not just about what you say, but how you say it. Aim for fluency, coherence, and a natural conversational style while incorporating sophisticated language structures and vocabulary.
