20.2.2018
Customer complaints
-to practise role plays related to customer complains
-to revise zero, first and second conditionals and use them in the right contexts.
Customer complaints - role plays
Making suggestions about a problem:
- I’m sorry, but... / I’m afraid ...
- I can give you a refund.
- I can offer you ... (a reduction / a discount / a refund / a free ... / a repair / ...)
- One solution is to . . . (verb)
- I’ll send you … immediately.
- I’ll talk to her about it.
- This won’t happen again, I promise.
- We could . . .
- I think we should . . .
- I recommend that . . .
- No problem, just a moment, please.
- Of course, sorry for the inconvenience.
- I’m terribly sorry, I’ll get your order right away.
- I apologise on behalf of the kitchen. I will talk to the chef and have this replaced immediately.
Ways of complaining:
- Do you call this ... food?
- It tastes disgusting.
- You call this a luxury resort?
- Look at this ..., it's rubbish / damaged / ...!
- How can you offer such a bad connection?
- This ... of yours is awful, I hate it.
- I hate the ... !
- The … is overpriced.
- This is far too expensive.
- I’ll claim damages.
- You’ll hear from my lawyer.
- I demand fresh towels at once.
Role play 1
Customer: “I can’t believe that loud mouth salesperson talked me into buying these dumb shoes. I wore these shoes one time and my feet hurt for days."
Employee: “Sir, I am truly sorry that you are upset and your feet hurt. Could you please tell me which shoes you are referring to?”
(continue the conversation)
Role play 2
Customer: Good morning!
Manager: Good morning. Can I help you?
Customer: Yes. I want to complain because my room is too noisy. The people in the next room have loud parties every night and I have not been able to sleep very well. Also, the hotel bed is very uncomfortable.
(continue the conversation)
Role play 3
STUDENT A:
You are the manager of The Paradise Hotel, a modern holiday resort surrounded by lots of sights and sandy beaches. Everything seems perfect… but you have to deal with some problems.
STUDENT B:
You are a guest at the expensive The Paradise Hotel. The food is awful. It is often cold and salty, and there are no vegetarian dishes. There is also little choice: It seems to be the same any other day.
Role play 4
STUDENT A:
You are the manager of The Lakeside Hotel, a small holiday resort surrounded by woods and lakes, a very peaceful place. Everything seems perfect… but you have to deal with some problems.
STUDENT B:
You are a guest at the expensive The Lakeside Hotel. The internet connection at the hotel is overpriced and not always working reliably. Furthermore, there are only 3 different TV channels, which is unacceptable.
Role plays
Costumer: Excuse me, the room is too cold. Could you lower the air conditioner, please?
Manager:
Costumer: Sorry, this is not what I ordered. I ordered the chicken and this is beef.
Waiter:
Costumer: Pardon me, this drink is not cold. Could I have some ice?
Waiter:
Costumer: Excuse me…Could I have another spoon? This one is not clean.
Waiter:
Costumer: Excuse me… My salad is too salty and her soup is cold
Waiter:
First and second conditionals - explanations
Zero conditional:
If + present simple, present simple
General truths
First conditional:
If + present simple, will/can/may + v(I)
If + present simple, imperative (If you see him, say hello from me)
Real present situation, likely future
Second conditional:
If + past simple, would/could/might + v (I) (future in the past)
Unreal PRESENT situation, to give advice
Liitteet:
Exercise 1
I - probable
If+ present simple, will/may/can +v(I)
imperative/ will +v(I) IF present simple
II - hypotetical
If +past simple, would+verb (I)
would+verb (I) IF past simple
1. If you ate less, you would lose your weight.(II)
2. We'll send for the doctor if you feel sick. (I)
3.If she practised more, she could become a world famous pianist.(II)
4. If there isn't enough wine in that bottle, we can buy another one. (I)
5. Try on the blue one if it is bigger. (I)
6. If these gates are locked, I'll open them for you.(I)
7. If we leave before breakfast, there is less traffic then. (0 conditional - general truth)
8. If the river rises any higher, we can go by boat. (I)
9. If the volcano starts erupting, the flight will be cancelled. (I)
10. The grass would look better if you put some fertilizers/manure (II)
11. Unless (if not) it is a nice day, we can go shopping.
12. If you don't put enough stamps on a letter, the person who gets it will have to pay(I)
13. He would lend it to you if behaved straight towards him. (II)
14. Unless this hotel gets another cook, the hotel will be in trouble. (I)
15. If the storm becomes worse, we must stay inside and read books. (I)
16. If your uncle sees you, he will be happy. (I)
17. If you tried to climb it without a guide, you might get into a trouble. (II)
18. If (=as) you don't like the picture, I'll take a new one. (I)
Exercise 2
If it rains this weekend, I may not go out. (I)
If I had a holiday next week, I might go to Portugal.(II)
It will rain this weekend.
If it rained this weekend, I wouldn't go out.
You will have a holiday next week.
If I had a holiday next week, I might just sleep.
You speak English fluently.
(-)it is possible) If I speak English fluently, I will get a job in an international company. (I)
(+)it's hypothetical) If I spoke English fluently, I could communicate with English speaking people. (II)
You will win the lottery.
(-) If I won the lottery, I would travel all over the world.
Your country will win the football World Cup.
(-) If my country won the football World Cup, the players would get a lot of money.
You will go out tonight with some friends.
(-) If I went out tonight with some friends, I would meet some people.
You live in another country.
(+) If I live in another country, I will/may/can speak good English.
You can fly.
(-) If I could fly, I would go to many foreign countries.
You will meet the president of your country.
(+) If I meet the president of my country, I will congratulate on his baby.
You will be late for your next lesson.
(+) I am late for my next lesson, my teacher and me will be unhappy.
You will go to bed later than usual tonight.
(+) If I go to bed later than usual, I am tired on the next day. (general truth) - 0 conditional.