The topic of describing a complaint and its resolution is a common one in IELTS Speaking tests. It has appeared frequently in past exams and is likely to continue being a popular subject in future tests. This topic allows examiners to assess candidates’ ability to narrate past events, express emotions, and discuss problem-solving skills.
Describe a time when you complained about something is a topic that requires candidates to demonstrate their vocabulary, fluency, and ability to structure a coherent response. Let’s explore how to tackle this topic effectively across all parts of the IELTS Speaking test.
Part 1: Introduction and Interview
In this section, the examiner may ask general questions about complaints and customer service. Here’s a sample question with a suggested answer:
Examiner: “Do you think people in your country complain a lot?”
Suggested answer (Band 7-8):
“I’d say it varies. While some people in my country are quite vocal about their dissatisfaction, others tend to be more reserved. In general, I believe we’re becoming more assertive in expressing our concerns, especially when it comes to consumer rights or public services. However, there’s still a cultural tendency to avoid confrontation, so many people might grumble privately rather than make formal complaints.”
Part 2: Long Turn
Here’s a sample cue card related to the topic:
Describe a complaint you made and how it was resolved.
You should say:
- What the complaint was about
- Who you complained to
- What action was taken
- And explain how you felt about the result
Sample answer (Band 6-7):
“I remember a time when I had to complain about a faulty laptop I’d bought. It was quite frustrating because the device kept shutting down unexpectedly just a week after purchase. I decided to go back to the electronics store where I’d bought it.
I spoke to the customer service representative and explained the issue in detail. I was a bit nervous, but I tried to be polite yet firm. The representative listened carefully and then asked me to leave the laptop for inspection.
After a couple of days, they called me back. They had found a problem with the battery and offered to replace it free of charge. They also extended my warranty by an additional three months as a goodwill gesture.
I felt quite relieved and satisfied with the outcome. The store had taken my complaint seriously and resolved the issue promptly. It made me feel valued as a customer, and I appreciated their professional handling of the situation.”
Sample answer (Band 8-9):
“I’d like to recount an incident where I had to lodge a complaint regarding a substandard meal at a high-end restaurant. The experience was particularly disappointing given the establishment’s reputation and the considerable cost of the dining experience.
I discreetly called over the maître d’ and articulated my concerns about the overcooked steak and the lukewarm side dishes. I was assertive yet courteous, emphasizing that the quality fell short of the restaurant’s usual standards.
The maître d’ was exceptionally professional and immediately empathetic. He assured me that my feedback would be taken seriously and promptly relayed to the head chef. To my surprise, the chef personally came to our table, offered his sincere apologies, and proposed to prepare a fresh meal to our specifications.
Not only did they serve an impeccable replacement meal, but they also waived the charges for our entire party and offered us a complimentary bottle of premium wine. I was genuinely impressed by their swift and generous response to the situation.
The resolution left me feeling thoroughly satisfied and even more loyal to the restaurant. Their handling of the complaint demonstrated a commendable commitment to customer satisfaction and quality assurance. It reinforced my belief in the importance of providing constructive feedback and the potential for positive outcomes when issues are addressed professionally.”
Follow-up questions:
- How did this experience change your view of the company?
- Would you recommend others to complain if they face similar issues?
Sample answers:
Band 6-7:
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“This experience definitely improved my opinion of the company. It showed me that they care about their customers and are willing to fix problems quickly. I think I’m more likely to shop there again because I know they’ll help if something goes wrong.”
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“Yes, I would encourage others to complain if they have similar problems. It’s important to speak up when something isn’t right, especially with expensive items like electronics. As long as you’re polite, most companies will try to help you.”
Band 8-9:
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“This experience significantly enhanced my perception of the establishment. Their adept handling of the situation demonstrated a robust commitment to customer satisfaction and quality control. It reinforced my trust in their brand and solidified my loyalty as a patron. Such exemplary service recovery not only rectified the immediate issue but also elevated my overall impression of their business ethos.”
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“Absolutely, I would wholeheartedly endorse the idea of voicing concerns when faced with similar circumstances. Constructive feedback is crucial for businesses to maintain and improve their standards. However, I would advise approaching the situation diplomatically, focusing on facts rather than emotions. This approach often leads to more favorable outcomes and can contribute to the overall improvement of services or products for all consumers.”
Part 3: Two-way Discussion
Examiner: “Do you think companies generally handle customer complaints well nowadays?”
Sample answer (Band 7-8):
“I believe there’s been a significant improvement in how companies handle customer complaints in recent years. Many businesses now recognize the importance of customer satisfaction and have implemented robust systems to address grievances promptly.
Social media has played a crucial role in this shift. Companies are aware that a poorly handled complaint can quickly go viral, damaging their reputation. As a result, many have invested in dedicated customer service teams and multi-channel support options.
However, there’s still room for improvement. Some companies still view complaints as a nuisance rather than valuable feedback. Others may have good intentions but lack the resources or training to handle complaints effectively.
In my opinion, the best companies are those that not only resolve individual complaints but also use the feedback to improve their products or services. This proactive approach can turn a negative experience into an opportunity for building customer loyalty.”
Sample answer (Band 6-7):
“I think many companies are getting better at handling customer complaints these days. They know that unhappy customers can be bad for business, especially with social media around.
A lot of businesses now have special teams to deal with complaints. They try to solve problems quickly to keep customers happy. Some even use technology like chatbots to answer questions fast.
But not all companies are good at this. Some still don’t take complaints seriously or take too long to respond. I think they need to understand that helping unhappy customers can actually make them more loyal in the long run.”
Examiner: “How has technology changed the way people make complaints?”
Sample answer (Band 8-9):
“Technology has revolutionized the landscape of customer complaints in several profound ways. Firstly, it has significantly lowered the barriers for consumers to voice their concerns. Social media platforms, in particular, have become powerful tools for customers to publicly air grievances, often prompting swifter responses from companies eager to manage their online reputation.
Moreover, the advent of dedicated customer service apps and chatbots has made the process of lodging complaints more streamlined and accessible. Customers can now report issues 24/7, without the need to wait for business hours or endure long telephone queues.
Another notable change is the shift towards data-driven complaint management. Companies can now aggregate and analyze complaint data to identify recurring issues and implement systemic improvements. This proactive approach allows businesses to address potential problems before they escalate into widespread customer dissatisfaction.
However, this technological shift also presents challenges. The impersonal nature of digital interactions can sometimes lead to misunderstandings or a lack of empathy in complaint resolution. Additionally, the ease of complaining online can sometimes result in an overflow of minor grievances, potentially diluting attention from more serious issues.
In conclusion, while technology has undoubtedly made complaining more convenient and potentially more effective, it has also created a more complex landscape that both consumers and companies must navigate thoughtfully.”
Key Vocabulary and Phrases for High Scores
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To lodge a complaint (phrasal verb) – /lɒdʒ ə kəmˈpleɪnt/ – to make a formal complaint
Example: “I had to lodge a complaint with the hotel manager about the noisy guests next door.” -
Dissatisfaction (noun) – /dɪsˌsætɪsˈfækʃn/ – a feeling of being unhappy or not pleased with something
Example: “The customer expressed his dissatisfaction with the product’s quality.” -
To address an issue (phrase) – /əˈdres ən ˈɪʃuː/ – to deal with a problem or concern
Example: “The company quickly addressed the issue by offering a full refund.” -
To rectify a situation (phrase) – /ˈrektɪfaɪ ə ˌsɪtʃuˈeɪʃn/ – to correct something that is wrong
Example: “The manager promised to rectify the situation by sending a replacement product immediately.” -
Constructive feedback (noun phrase) – /kənˈstrʌktɪv ˈfiːdbæk/ – helpful and useful criticism or suggestions
Example: “I appreciate your constructive feedback as it helps us improve our services.” -
To empathize with (phrasal verb) – /ˈempəθaɪz wɪð/ – to understand and share the feelings of another
Example: “The customer service representative empathized with my frustration and worked hard to find a solution.”
Examiner’s Advice: To score high in the Speaking test when discussing complaints, focus on using a range of vocabulary and complex sentence structures. Practice narrating your experiences with clarity and coherence. Remember to express your emotions and thoughts about the situation, and reflect on the outcome. Use linking words to connect your ideas smoothly, and don’t hesitate to use idiomatic expressions where appropriate. Lastly, try to engage with the topic on a deeper level by discussing broader implications or societal trends related to customer complaints and resolution processes.