Describing a complaint is a common topic in IELTS Speaking tests, particularly in Part 2. This subject allows examiners to assess your ability to articulate personal experiences, express opinions, and use a range of vocabulary related to problems and solutions. Let’s explore how to effectively tackle this topic and maximize your score.
Part 1: Introduction and Interview
In Part 1, the examiner may ask general questions about complaints or customer service. Here are some potential questions and sample answers:
- Do you often complain about things?
Band 6-7 Answer:
“Not really. I try to avoid complaining unless it’s absolutely necessary. I believe in solving problems calmly rather than making a fuss.”
Band 8-9 Answer:
“I’d say I’m quite selective when it comes to voicing complaints. I tend to address issues only when they significantly impact my experience or when I believe constructive feedback could lead to meaningful improvements.”
- What’s the best way to make a complaint?
Band 6-7 Answer:
“I think it’s important to be polite and clear when making a complaint. Explaining the problem and suggesting a solution can be helpful.”
Band 8-9 Answer:
“In my opinion, the most effective approach is to remain composed and articulate your concerns precisely. It’s crucial to provide specific details about the issue, express how it has affected you, and propose a reasonable resolution. This method often leads to a more productive dialogue and a satisfactory outcome.”
Describe a bad service you received in a restaurant or shop
Part 2: Long Turn
Cue Card
Describe a thing you complained about
You should say:
- What you complained about
- Who you complained to
- What the result of your complaint was
- And explain why you made this complaint
Band 6-7 Sample Answer:
“I’d like to talk about a time when I complained about a faulty laptop I bought online. The laptop arrived with a cracked screen, which was really disappointing. I immediately contacted the customer service team of the online store via email. I explained the situation and attached photos of the damaged laptop.
The result of my complaint was quite positive. The customer service representative apologized for the inconvenience and offered to replace the laptop free of charge. They also arranged for the faulty one to be collected from my home.
I made this complaint because I had spent a significant amount of money on the laptop, and I expected it to be in perfect condition. It was important for my work, so I couldn’t accept a damaged product. I believe it’s essential to speak up when you receive a defective item, as it helps maintain quality standards and ensures fair treatment for customers.”
Band 8-9 Sample Answer:
“I’d like to recount an incident where I lodged a formal complaint regarding a substandard meal I was served at a high-end restaurant. The dish in question was a supposedly signature steak, which arrived at our table woefully undercooked and lacking the promised accompaniments.
I discreetly called over the maître d’ and articulated my concerns about the quality of the meal. I was particularly disappointed given the restaurant’s stellar reputation and the premium price point of the dish.
The outcome of my complaint was commendable. The maître d’ displayed genuine concern and immediately offered to rectify the situation. They not only replaced the dish with a perfectly cooked version but also comped our entire meal as a gesture of goodwill. Furthermore, the head chef personally came to our table to extend his apologies and assure us that steps would be taken to prevent such occurrences in the future.
I felt compelled to voice my concerns for several reasons. Firstly, I believe that constructive feedback is crucial for maintaining high standards in the service industry. Secondly, as a discerning consumer, I feel it’s important to advocate for value for money, especially in upscale establishments. Lastly, by addressing the issue directly, I hoped to contribute to improving the dining experience for future patrons. This experience reinforced my belief in the power of respectful and well-articulated complaints to drive positive change.”
Follow-up Questions
- How do you think businesses should handle customer complaints?
Band 6-7 Answer:
“I think businesses should listen carefully to complaints and try to solve problems quickly. They should train their staff to be polite and helpful when dealing with unhappy customers.”
Band 8-9 Answer:
“In my view, businesses should adopt a proactive and empathetic approach to handling customer complaints. This involves actively listening to the customer’s concerns, acknowledging the issue without becoming defensive, and swiftly proposing viable solutions. It’s crucial for companies to have a robust complaint management system in place, coupled with staff training that emphasizes emotional intelligence and problem-solving skills. Moreover, businesses should view complaints as valuable feedback for continuous improvement, using the insights gained to refine their products or services.”
- Do you think people complain more now than in the past?
Band 6-7 Answer:
“Yes, I think people complain more nowadays. With social media, it’s easier to share negative experiences online, which might encourage more complaints.”
Band 8-9 Answer:
“I believe there’s been a paradigm shift in complaint behavior in recent years. The proliferation of digital platforms and social media has lowered the barriers to voicing dissatisfaction, making it easier for consumers to air their grievances publicly. This increased visibility of complaints might create the perception that people complain more frequently. However, I’d argue that it’s not necessarily the frequency of complaints that has changed, but rather the channels through which they’re expressed and the amplification they receive. This shift has also led to heightened consumer expectations and a greater sense of empowerment, as people realize the potential impact of their feedback on businesses and services.”
Describe an online purchase you regret
Part 3: Two-way Discussion
Examiner: “Let’s consider the broader impact of complaints. How do you think customer complaints affect businesses?”
Band 6-7 Answer:
“Customer complaints can have both positive and negative effects on businesses. On the negative side, they can damage a company’s reputation, especially if the complaints are shared online. This might lead to losing customers. However, complaints can also help businesses improve their products or services. If they listen to complaints and make changes, they might actually gain more loyal customers in the long run.”
Band 8-9 Answer:
“Customer complaints, when handled adeptly, can serve as a catalyst for organizational growth and innovation. While the immediate impact might seem detrimental, particularly in terms of brand perception and potential revenue loss, complaints offer invaluable insights into customer expectations and operational shortcomings.
Proactively addressing these issues can lead to enhanced product quality, improved service delivery, and ultimately, increased customer loyalty. Moreover, the way a business responds to complaints can significantly influence its reputation. A company that demonstrates responsiveness and a genuine commitment to customer satisfaction often emerges stronger, with an improved market position.
However, it’s crucial to note that the impact largely depends on the volume and nature of complaints, as well as the company’s capacity to implement meaningful changes. In the age of social media, complaints can rapidly escalate, potentially leading to PR crises if mishandled. Conversely, when managed well, they present an opportunity for businesses to showcase their customer-centric approach and adaptability, which can enhance brand loyalty and attract new customers.”
Examiner: “Do you think the increase in online shopping has changed the way people complain about products or services?”
Band 6-7 Answer:
“Yes, I think online shopping has changed how people complain. It’s easier to leave reviews or comments on websites, which can influence other shoppers. People might be more likely to complain online because they don’t have to face anyone directly. Also, social media gives customers a platform to share their complaints with a wide audience.”
Band 8-9 Answer:
“The rise of e-commerce has undoubtedly revolutionized the landscape of customer complaints. This shift has been multifaceted, affecting both the frequency and the nature of complaints.
Firstly, the anonymity and ease of online platforms have lowered the threshold for lodging complaints. Customers can now voice their dissatisfaction without the face-to-face confrontation that might have deterred them in physical retail settings. This has led to a proliferation of feedback, both positive and negative.
Secondly, the scope of complaints has expanded. In addition to product quality issues, customers now frequently comment on aspects such as website usability, delivery timeliness, and the accuracy of online product descriptions. This has compelled businesses to be more holistic in their approach to customer satisfaction.
Moreover, the public nature of online complaints, particularly on social media and review platforms, has amplified their impact. A single complaint can potentially reach thousands, if not millions, of potential customers, magnifying its influence on brand perception and purchasing decisions.
This shift has also accelerated the expectation for swift resolutions. Customers now anticipate near-immediate responses to their grievances, putting pressure on businesses to enhance their customer service capabilities.
Interestingly, this trend has also fostered a culture of crowdsourced problem-solving, where other customers often chime in with solutions or alternatives, creating a more dynamic and interactive complaint resolution process.
In essence, while online shopping has made complaining more accessible and impactful, it has also provided businesses with richer data to improve their offerings and customer experience, ultimately driving a more customer-centric approach to commerce.”
Describe a national event or holiday you enjoy celebrating
Key Vocabulary and Phrases for High Scores
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Lodge a complaint /lɒdʒ ə kəmˈpleɪnt/ (phrasal verb): To make a formal complaint or statement of grievance.
Example: “I decided to lodge a complaint with the hotel management about the noisy guests next door.” -
Substandard /sʌbˈstændəd/ (adjective): Below the usual or required standard.
Example: “The substandard quality of the meal was disappointing for a restaurant of this caliber.” -
Articulate concerns /ɑːˈtɪkjuleɪt kənˈsɜːnz/ (phrase): To express worries or problems clearly and effectively.
Example: “She articulately expressed her concerns about the project’s timeline to her supervisor.” -
Commendable /kəˈmendəbl/ (adjective): Deserving praise.
Example: “The staff’s commendable efforts to resolve the issue quickly left a positive impression.” -
Proactive approach /prəʊˈæktɪv əˈprəʊtʃ/ (phrase): Taking action by causing change rather than reacting to change when it happens.
Example: “The company’s proactive approach to customer service helped prevent many potential complaints.” -
Paradigm shift /ˈpærədaɪm ʃɪft/ (noun): A fundamental change in approach or underlying assumptions.
Example: “The introduction of social media caused a paradigm shift in how businesses handle customer feedback.” -
Catalyst for change /ˈkætəlɪst fə tʃeɪndʒ/ (phrase): Something that precipitates or accelerates a change or progress.
Example: “Customer complaints often serve as a catalyst for positive changes in company policies.”
Describe a subject you found difficult in school
Examiner’s Advice
To achieve a high score in the IELTS Speaking test when describing a complaint:
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Vocabulary: Use a wide range of vocabulary related to complaints, customer service, and problem-solving. Incorporate idiomatic expressions and phrasal verbs naturally.
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Coherence: Structure your response logically, using appropriate linking words to connect your ideas smoothly.
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Fluency: Practice speaking about various complaint scenarios to improve your ability to discuss the topic without hesitation.
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Pronunciation: Pay attention to the correct pronunciation of key terms related to complaints and customer service.
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Grammatical Range: Demonstrate your ability to use complex sentence structures and a variety of tenses when describing past experiences and hypothetical situations.
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Development of Ideas: Provide detailed examples and explanations to support your points, showing depth in your thinking about the topic.
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Authenticity: Draw from personal experiences or observations to make your responses more genuine and engaging.
Remember, the key to success is regular practice and exposure to a variety of complaint-related scenarios. This will help you build confidence and flexibility in discussing this common IELTS Speaking topic.