Презентация «Making complaints & requesting actions»

Aim:   speaking skills development in «Making complaints & requesting action»

to complain = to make a complaint = to state the problem

to request action = to ask an action

State the problem

drinking my coffee

you are

reading my magazine

food is

wearing my scarf

the hotel room is

cold

dirty

too spicy

• Excuse me

• I`m sorry but

• I hate to complain but

• I`m afraid

Express your feelings

This

is

unacceptable

wrong

ridiculous

Ask for action

Be polite!

(Could, Would, Can)

• you give me …
• you return me …
• I take …

3-step process to complain

State the problem

Express your feelings

Ask for action

Be polite!

Be polite!

• Excuse me
• I`m sorry but
• I hate to complain but
• I`m afraid

(Could, Would, Can)

• you give me …
• you return me …
• I take …

This

is

unacceptable

wrong

ridiculous

coffee mug

high-heeled shoes

teapot

• The heel is broken.
• The strap is torn.
• A button is missing.
• The lens is scratched.
• The lid is cracked.
• There's a chip in it.
• There's a hole in the sleeve.
• The earphones are damaged.

dress

Shoulder bag

MP3 player

digital camcorder

cardigan

What can you do with faulty product

• take it back to the shop

• get it repair ed

• get a refund (take money back)

• get a replacement

(exchange it for another one)

3-step process to complain

State the problem

Express your feelings

Ask for action

Be polite!

could, would, can

Be polite!

Excuse me

I`m sorry but

I hate to complain but

I`m afraid

This

is

unacceptable

wrong

ridiculous

• Could you give me a refund, please?

• Could I exchange it/them, please?

• I bought this/these ... and ...

• Could you give me a replacement, please?

• I have a problem with this … . It`s/ The … .

• Can I have my money back, please?

• There's something wrong with this.

Grandma's Going To The Grocery Store

  Grandma's going to the grocery store,   1 2 3 4. Grandma's going to the grocery store,   1 2 3 4.

Who's going?                                    Grandma's going. Who's going?                                    Grandma's going.

Where's she going? To the grocery store.  1 2 3 4.

When's she going?                   At a quarter after  four.  1 2 3 4. 

What's she going to buy at the grocery store.  1 2 3 4.

What's she going to buy at the grocery store.  1 2 3 4.

A loaf of bread, a bottle of milk,

a big bag of cookies and a little can of peas. 

A loaf of bread, a bottle of milk,

a big bag of cookies and a little can of peas. 

Grandma's going to the grocery store,   1 2 3 4. Grandma's going to the grocery store,   1 2 3 4.

Responding to complains

• I`m very sorry about that.
• I`m really sorry.

• No problem. We`ll give you a refund immediately.
• Certainly. One moment, please.
• Could I see your receipt, please?
• Of course. Have you got the receipt?

Responding to complains

State the problem

Express your feelings

Ask for action

Excuse me

could, would, can

I`m sorry but

I hate to complain but

I`m afraid

I`m very sorry about that.

This

is

I`m really sorry.

unacceptable

wrong

ridiculous

No problem. We`ll give you a refund immediately.

Certainly. One moment, please.

Could I see your receipt, please?

Of course. Have you got the receipt?

you give me a refund, a replacement,

an apology and etc., please

• I have a problem with this … . It`s/ The … .

• Could I exchange it/them, please?

• There's something wrong with this ...

• Could you give me a replacement, please?

• I bought this/these ... and ...

• Is it possible to get a refund?/ l'd like to have my money back, please.