Part 2 & 3 - A complaint you heard - (Jan ~ August 2024)

Part 2 –

60 seconds to prepare 📝
2 minutes to answer 🗣️

Describe a complaint you heard
You can say:
– when it happened
– where it happened
– what the complaint was about
– and if the complaint was resolved or not

It was a Tuesday afternoon, about three weeks ago, at a local café in my neighborhood. The café is usually a peaceful place, but that day was different due to a customer’s complaint. The issue was about a coffee order that was incorrectly made. The customer had ordered a soy latte, but instead received a regular latte with dairy milk.

The customer seemed quite upset, explaining that they were lactose intolerant and could not drink the beverage provided. They were speaking in a raised voice, and it was clear they were frustrated with the mistake. The café was busy, and the staff seemed a bit overwhelmed, but they listened to the complaint attentively.

To resolve the issue, the staff apologized promptly and offered to remake the drink for free. They also added a complimentary pastry as a gesture of goodwill. The customer, while still appearing a bit annoyed, accepted the resolution. They waited for the new drink and left the café shortly after receiving it.

This incident showed me the importance of effective customer service, especially in resolving complaints quickly and with empathy. It was a reminder that mistakes happen, but it’s how they are addressed that makes a difference in customer satisfaction.

– Do you know how many IELTS Part 2 question types there are? Learn every type and the best ways to answer them here

Part 3 – Complaints / Complaining

Why do you think people feel the need to complain about services or products?
In your opinion, how should companies handle customer complaints?
Do you believe that complaining has become more common in recent years? If so, why?
How do cultural differences affect the way people express their complaints?
Is there a difference between how older and younger generations handle dissatisfaction and complaints?
What role does social media play in the way people complain about products or services?
Do you think it’s more effective to complain in person, by phone, or in writing? Why?

**See the high-band answers to these Part 3 questions, plus all current IELTS Speaking Topics. Updated every 4 months with example answers to every question!**

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