SOFT SKILLS:
Electricians Worksheet
Module 5: Handling Complaints Activity 2
Complaints About Your Work Performance
Poor Service − Good Service Chart
Poor Service Good Service
Positive attitude
negative attitude
Rude
courteous
Respectful
disrespectful
Satisfied
dissatisfied
Sad
pleased
Happy
upset
Impolite
polite
Patience
impatient
Unnacceptable
acceptable
Happy
unhappy
Unfriendly
friendly
Unpleasant
pleasant
Letter of Complaint
You are an electrician at AB Electrics, Inc. A customer wrote a letter of complaint about you and your
coworkers.
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SOFT SKILLS:
Electricians Worksheet
Module 5: Handling Complaints Activity 2
Complaints About Your Work Performance
A Read the letter and answer the questions below.
Feb. 12, 2022
To the Management of AB Electrics, Inc.,
I am writing to inform you that I am very dissatisfied with the electrical work that your electricians did at
my laundromat. AB Electrics agreed to do the work in four days, but actually it took 10 days. While they
were working, I had to close my laundromat and I lost a lot of money.
In addition to finishing the work late, I was shocked at the unprofessional attitude of the workers. They
were unpleasant, and the head electrician was discourteous to me more than once. I am very upset, as I
expect to be treated with dignity and respect, just like any other customer.
I was also unhappy with the placement of most of the new switches and plugs. Some are too high for me
to reach. In addition, there is not enough power to the clothes dryers. They tumble, but they don’t heat
up.
I paid a lot of money to have a new electrical system installed. I expected excellent service from your
company. I would like to know what you will do to compensate me. Your company has serviced my
laundromat for over three years. I would not like to look for another company.
I look forward to your reply. 4-Ms. Smith wants … .
a. compensation
Sincerely,
b. to remain a customer of AB Electrics
Margaret Smith c. to find a new electrical company
B Circle TWO correct answers for each question.
1-Ms. Smith complained that she had … .
a. good service
b. poor service
c. a bad experience
2- The electricians were … .
a. shocked
b. impatient
c. unprofessional
3-Ms. Smith was upset because … .
a. the electricians didn’t complete the work on time
b. the electricians lost a lot of money
c. the workers were very disrespectful
© Burlington English Page 2 of 4
SOFT SKILLS:
Electricians Worksheet
Module 5: Handling Complaints Activity 2
Complaints About Your Work Performance
C Underline all of the customer’s complaints in the letter. Then list the complaints below.
Finish the work late.
The unprofessional attitude of the workers.
The placement of most of the new switches and plugs.
There is not enough power to the clothes dryers.
D Circle the words in the letter that describe how the customer felt. Then list the words below.
I am very dissatisfied
I was shocked
I am very upset
I was also unhappy
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SOFT SKILLS:
Electricians Worksheet
Module 5: Handling Complaints Activity 2
Complaints About Your Work Performance
E Role-play a follow-up discussion about Ms. Smith’s letter of complaint. Student A is the supervisor and Student
B is the electrician. Make sure to discuss possible responses to Ms. Smith.
Student A: -Good evening Mr. Johnson. I wanted to talk about the recent complaint we received from
Ms. Smith, the owner of the laundry service.
Student B: -Oh, I see. Whats happens this time?
Student A: -Well, Ms. Smith expressed concerns about the professionalism of the workers on her site.
She mentioned that the electricians were not behaving in a respectful way and this has apparently
happened more than once.
Student B: -I didn’t think there was any problem with how we acted. We were just focused on finishing
the job.
Student A: -I understand, but Ms. Smith feels that the workers were rude and didn’t communicate
properly with her. This makes her uncomfortable, and its affecting the company’s reputation.
Student B: -I didn’t realize it was that serious. I’ll make sure to be more polite and professional next
time.
Student A: -That is good to hear. It is important that we always maintain a positive relationship with
our clients, especially for repeat business. Let’s focus on improving the communication and
professionalism from now on.
Student B: -Got it, I’ll be more careful. Thanks for letting me know.
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