IELTS Speaking 기출 - Part 2&3(3) Complaining
Part 2
Describe an occasion when you heard someone complaining about something in a restaurant/store or other business places.
You should say:
- When and where it happened
- What he/she complained about
- What the result was
- And explain how you felt about the experience.
The incident I recall took place nearly a decade ago, during a memorable trip across Europe. My friend and I were in the historic city of Granada, Spain. We had just checked into our hotel, eagerly anticipating a restful evening after a day of exploring. However, upon entering our assigned room, my friend was met with an unsettling sight – a deceased pigeon lying between the window and the bed, an image neither of us was prepared for.
Understandably distressed, my friend immediately reported the issue to the hotel staff, requesting a different room. The situation was grave, not merely because of the discomfort it caused but also due to the potential health risks involved. Regrettably, the language barrier posed a significant challenge; my friend's limited proficiency in English hindered his ability to convey the severity of the problem effectively. Consequently, the hotel staff did not accommodate his request for a room change.
Reflecting on the incident, I was overwhelmed with a mix of frustration and disappointment. It wasn't just about the refusal to change rooms; it was the apparent lack of urgency and empathy from the hotel staff in addressing a guest's legitimate concern. This experience left a lasting impression on me, highlighting the importance of communication and customer service in the hospitality industry. It was a stark reminder that respect and understanding are fundamental to resolving conflicts and ensuring a pleasant experience for all parties involved.
Part 3
1. How do companies train their staff to deal with complaints?
Companies often adopt a multifaceted approach to train their staff in handling complaints effectively. This usually involves comprehensive training programs that include role-playing scenarios, where employees can practice responding to various customer grievances in a controlled environment. Additionally, many organizations provide guidelines and protocols that outline the steps to be taken when addressing complaints, ensuring consistency and professionalism. Workshops on communication skills and empathy are also common, as they equip staff with the ability to understand and relate to the customer's perspective, fostering a more amicable resolution to issues.
2. What do people usually complain about?
Customer complaints can vary widely depending on the context, but they often revolve around issues related to product quality, service efficiency, and the overall customer experience. In retail settings, complaints might include defective products, misleading advertising, or poor after-sales service. In the service industry, grievances are frequently about delays, unprofessional behavior from staff, or a perceived lack of value for money. Essentially, complaints typically arise when there's a discrepancy between the customer's expectations and their actual experience.
3. How do most people complain, in writing or by other methods?
The mode of complaint largely depends on the individual's preference and the nature of the issue. In today's digital age, many opt to complain via online platforms, such as company websites, email, or social media, due to their convenience and immediacy. However, some still prefer traditional methods, such as making a phone call or speaking directly to a staff member, especially if they seek an immediate resolution. Written complaints are often more detailed and are chosen for more complex issues that require thorough explanation.
4. How do people often respond to poor customer service?
Responses to poor customer service can range from formal complaints to the company to sharing their negative experiences with friends and family or on social media platforms. Many customers might also choose to discontinue their patronage of the business in question. In some cases, customers might seek compensation or a formal apology. The severity of the response often correlates with the perceived injustice of the service failure and the company's initial reaction to the complaint.
5. How would you react if you received poor service at a restaurant?
When it comes to dining out, I place a great deal of importance on the quality of service. Experiencing poor customer service can significantly diminish the enjoyment of the meal. In such situations, I tend to adopt a more reserved approach. Rather than confronting the staff or causing a scene, I prefer to maintain my composure and refrain from reacting impulsively. I believe in the value of constructive feedback, so after leaving the restaurant, I take the time to reflect on the experience. I then articulate my thoughts and concerns in a balanced and factual manner by submitting a review on a popular online platform. This allows me to share my experience with others, providing potential diners with an insight into what they might expect, while also giving the restaurant feedback that they could use to improve their service in the future.
6. Who are more likely to make complaints, older people or younger people?
The likelihood of making complaints can be influenced by various factors, including personality, cultural background, and personal values, rather than age alone. However, older individuals might be more inclined to voice their dissatisfaction directly to the service provider, given their experiences and possibly higher expectations for customer service. Younger people, on the other hand, may be more prone to sharing their grievances on social media or online review platforms. It's also possible that younger generations, being digital natives, might find online platforms a more natural avenue for expressing their concerns.
기출 문제 출처: https://ieltsbro.com/
답변 출처: ChatGPT4