In the IELTS Speaking test, examiners look for a variety of skills, including fluency and coherence, lexical resource, grammatical range and accuracy, and pronunciation. One common topic in the IELTS Speaking test is discussing experiences with difficult situations, such as dealing with a difficult customer. This guide will take you through a detailed approach to handling this topic, helping you aim for a high band score.

I. Introduction

The IELTS Speaking test consists of three parts: Part 1 involves introductory questions and interviews, Part 2 requires a 2-minute talk on a given topic, and Part 3 involves a two-way discussion about issues related to the Part 2 topic but in a more abstract manner.

“Describe A Time When You Had To Deal With A Difficult Customer” is a common question that can appear in Part 2. Examiners are particularly interested in your ability to narrate experiences clearly, use a wide range of vocabulary, and engage in a structured yet natural conversation.

Let’s dive into tips and sample answers for each part of the Speaking test to help you prepare effectively.

II. Content

1. Part 1: Introduction and Interview

Examiners usually start with general questions to make you comfortable. Some common questions you might encounter include:

• What is your full name?
• Can you describe your hometown?
• Do you enjoy shopping?

Example Question and Suggested Answer:

Q: Do you enjoy shopping?

A:
“Yes, I absolutely love shopping. It’s not just about buying things; it’s more about the experience. I enjoy exploring different shops, comparing products, and sometimes, even haggling for the best price. It gives me a sense of satisfaction and, in a way, it’s a stress reliever for me.”

2. Part 2: Long Turn

Cue Card:

“Describe a time when you had to deal with a difficult customer.”

You should say:

• Who the customer was
• What the customer wanted or complained about
• How you handled the situation
• And explain how you felt about it

Suggested Answer:

“I vividly remember an instance when I had to deal with a remarkably difficult customer during my tenure as a sales associate in an electronics store. The customer was a middle-aged man who had purchased a high-end smartphone but was dissatisfied with the device’s battery life.

Initially, he was quite irate and demanded a refund. I greeted him with a calm demeanor and acknowledged his frustration. I then politely explained our store’s return policy, which only allowed a full refund within 14 days of purchase, and it had already been a month.

To mitigate the situation, I offered him an alternative solution: either an exchange for a new phone or a discount on any accessory of his choice. After a lengthy discussion and multiple attempts to assuage his temper, he eventually agreed to the exchange.

Reflecting on the experience, I felt a mixture of relief and satisfaction. It was a challenging situation, but I felt accomplished having navigated it with patience, empathy, and effective communication.”

Follow-Up Questions:

• “What strategies did you employ to manage the customer’s dissatisfaction?”
• “How did the experience impact your problem-solving skills in future interactions?”

Suggested Answer:

• “I employed active listening and empathy, ensuring the customer felt heard and understood. Additionally, I presented multiple options to resolve his issue within the store policies.”
• “The experience significantly enhanced my problem-solving skills. I learned to stay calm under pressure and developed a knack for finding win-win solutions.”

3. Part 3: Two-Way Discussion

This part extends the topic in Part 2 into a broader conversation.

Examiner’s Questions:

Q: How important is customer service in a business?

A:
“Customer service is paramount in any business as it directly influences customer satisfaction and loyalty. Excellent customer service can transform a negative experience into a positive one and is often the differentiating factor in a competitive market. It helps in building long-term relationships and contributes to the brand’s reputation.”

Q: What are some common complaints customers have, and how should businesses address them?

A:
“Common complaints include product quality, service delays, and unresponsive support. Businesses should promptly address these issues by implementing robust quality control measures, ensuring timely service, and providing responsive customer support. Moreover, gathering feedback and continuously improving can help mitigate complaints effectively.”

describing-a-difficult-customer

4. Key Vocabulary and Structures for High Scores

Here are some important vocabulary words and structures that can help you achieve a higher score:

• Empathy: (n) /ˈɛmpəθi/ – The ability to understand and share the feelings of another.
  • Example: “I showed empathy towards the customer’s predicament.”
• Mitigate: (v) /ˈmɪtɪɡeɪt/ – To make less severe, serious, or painful.
  • Example: “To mitigate the situation, I offered a suitable alternative.”
• Assuage: (v) /əˈsweɪdʒ/ – To make an unpleasant feeling less intense.
  • Example: “I tried to assuage his anger with a calm explanation.”

Structuring your answers:

• Start with a clear introduction of the situation.
• Use transitional phrases like “Initially,” “To mitigate the situation,” “Reflecting on the experience,” to ensure coherence.
• Conclude with a reflective statement about the experience.

III. Advice from an Examiner

To excel in the IELTS Speaking test:

1. Practice regularly: Use diverse topics, especially those out of your comfort zone.
2. Focus on fluency: Avoid long pauses and filler words.
3. Expand your vocabulary: Learn and practice using new words.
4. Seek feedback: Engage with mentors or peers to get constructive criticism.
5. Stay calm and confident: Your composure can significantly impact your performance.

By methodically preparing and practicing, you can navigate through all parts of the IELTS Speaking test with confidence and secure a high band score.