Waiter: Good evening, how can I help you today?
Client: Hello. I have a complaint about my food.
Waiter: I’m sorry to hear that. What is wrong with it?
Client: My soup is cold and the bread is old.
Waiter: I understand. I am very sorry for that. I will talk to the chef right away.
Client: Thank you. I hope it can be fixed soon.
Waiter: Of course. I will ask the chef to heat the soup and bring you fresh bread.
Client: I appreciate your help.
Waiter: You’re welcome. Please wait a few minutes. I will come back with your new food.
Exercise 1: Classify the expressions in the appropriate column:
• I'm sorry to have to say this, but...
• Oh, I am sorry about that
• Well, I have a complaint...
• I'm sorry to bother you, but...
• Excuse me if I'm out of line, but...
• Oh, dear. I’m really sorry
• Well, I’m afraid there isn’t much we can do about it.
• I can’t see what you can complain about.
• I would like to complain about………….
• Well, I’m afraid there is nothing we can do about it .
Making a complaint Accepting a complaint Rejecting a complaint
• I'm sorry to have to say this, but... • Oh, I am sorry about that • Well, I’m afraid there isn’t much
• Well, I have a complaint... • Oh, dear. I’m really sorry we can do about it.
• I can’t see what you can
• I'm sorry to bother you, but... complain about.
• Excuse me if I'm out of line, but... • Well, I’m afraid there is nothing
we can do about it.
• I would like to complain
about………….
Exercise 2: What would you say in the following situations?
1. Your hotel room is very noisy. What do you say to the receptionist?
You:…………………………………………………………………………………………………
Receptionist:……………………………………………………………………………………
2. Restaurant food is cold. What do you say to the waiter?
You:…………………………………………………………………………………………………
Waiter:………………………………………………………………………………………………
3. There is a scratch on a new mobile phone you bought.
You:…………………………………………………………………………………….…………..
Shop-assistant:……………………………………………………………………………………...
4. Your brother is listening to loud music. You can’t concentrate on your homework
You:………………………………………………………………………………….…………….
Your brother:…………………………………………………………………….…………………
Activity:
Imagine that your friend broke your phone. How would you
react? Write me a dialog in which you are complaining to
him about what he did. This is done in pairs
Saturday, February 8th, 2025
Communication: Making complaints
A complaint: Is a way that a person can use to express his/her refusal of something.
Making a complaint Accepting a complaint Rejecting a complaint
• I'm sorry to have to say this, but... • Oh, I am sorry about that • Well, I’m afraid there isn’t much
• Well, I have a complaint... • Oh, dear. I’m really sorry we can do about it.
• I can’t see what you can complain
• I'm sorry to bother you, but... about.
• Excuse me if I'm out of line, but... • Well, I’m afraid there is nothing
we can do about it.
• I would like to complain
about………….
