Describe an occasion when you lodged a complaint – Sample IELTS Speaking part 2, 3

1. IELTS Speaking part 2: Describe an instance when you made a complaint

1.1. Mô tả vấn đề

Bắt đầu bài phàn nàn, thí sinh nên trình bày thẳng thắn về thời điểm xảy ra sự việc mình muốn phản ánh. Ngoài ra, thí sinh có thể đề cập đến cá nhân và dịch vụ mà mình phàn nàn một cách trực tiếp, dành khoảng 1-2 câu cho phần này.

Tiếp theo, thí sinh nên phân tích chi tiết hơn về vấn đề mà mình đang phản ánh. Điều gì đã xảy ra khiến bạn cảm thấy bực mình và không hài lòng? Đối với phần này, thí sinh nên sử dụng thì quá khứ đơn để kể lại câu chuyện đã xảy ra.

Cuối cùng, thí sinh nên giải thích lý do tại sao mình đưa ra phản ánh về vấn đề đó. Thí sinh có thể chia sẻ cảm nhận của mình về một dịch vụ nào đó và đưa ra quyết định liệu có quay lại cửa hàng hay không.

1.2. Ví dụ mô tả 1

First of all, I have to admit that I am a quite choosy and straightforward person. And as a result, anytime I’m dissatisfied with something, I usually say so out loud. And my most recent grievance involves subpar service at a bakery.

When I bought a birthday cake for my younger brother a few days ago, something happened. Everyone had to queue up to pay because the store was very busy. I was in a bad mood due to the long wait and the hot weather, and I became impatient.

When it was eventually my turn, the salesgirl abruptly gave the big guy waiting behind me more attention because he had purchased three cakes as opposed to me, who had only purchased one. This truly irritated me. I turned to the salesperson and began to complain to her after the guy vanished.

I listened to her explanation and then left the line to speak with the shop’s owner, expressing my disappointment in both the shop’s service and the salesgirl’s demeanor. I expressed my displeasure that I had been treated unfairly before leaving the store.

The store owner called me the next day to apologize and offered a voucher. Thanks to the voucher they promised, I managed to resolve my issue. However, honestly speaking, I won't return to this store and instead, I will give the voucher to someone else or give it away.

1.2.1. Key Vocabulary

• Choosy (adj): kén chọn
• Straightforward (adj): thẳng thắn
• Dissatisfied (adj): bất mãn
• Grievance (n): than phiền
• Subpar (adj): kém chất lượng
• Abruptly (v): đột ngột
• Vanish (v): biến mất
• Demeanor (n): thái độ

1.2.2. Translation Sample

Firstly, I must admit that I am quite selective and straightforward. Consequently, whenever I am dissatisfied with something, I tend to speak frankly. My most recent complaint relates to poor service quality at a bakery.

When I was buying a birthday cake for my younger brother a few days earlier, that happened. Everyone had to line up to pay because the store was overcrowded. I was feeling terrible due to the long wait and the scorching heat, and I became impatient.

Finally, when it was my turn, the cashier suddenly paid more attention to the big guy waiting behind me because he bought three cakes while I only bought one. This really annoyed me. I turned to the cashier and started complaining to her after the big guy disappeared.

I heard her explanation and left the counter to talk to the store owner, expressing disappointment about both the store's service and the cashier's attitude. I expressed dissatisfaction with being treated unfairly before leaving the store.

The store owner called me the next day to apologize and provide a shopping voucher. Thanks to the promised voucher, I was able to resolve my issue, but honestly, I won't return to this store and instead, I will give the voucher to someone else or gift it away.

1.3. Sample 2

I can recall complaining about a dud item I had ordered online a few months prior. When I had some free time to evaluate the merchandise I had acquired the week before, it happened in the evening of a workday.

I voiced my dissatisfaction to the product’s online retailer’s customer support department. Inquiring about the product and the issue I was having, the customer support agent who answered my phone politely listened to my complaint. She then noted my complaint and said the concerned team would look into it and get back to me with a resolution.

I encountered a problem with a pair of wireless earbuds that I had paid a fair amount of money for. But I discovered that they weren’t working properly. The sound quality on the second earbud was poor, and one of them would not sync with my phone. The problem persisted despite trying various troubleshooting techniques, and it was obvious that the product was defective.

Due to dissatisfaction with the product I received, I lodged a complaint. I expected it to function properly because I had invested a substantial amount of money in it. When I received a faulty item, I felt entitled to voice my concerns, and the seller had an obligation to address the issue. I also hoped the seller would offer me a refund or replacement for the defective item.

Overall, I was satisfied with how my concern was handled. Within a few days, I received a response from the customer service team with a solution. They offered to either refund my money or replace the item with an other set of earphones. I chose to get a new set of earbuds, and they were flawless when I got them. I valued the quick and helpful customer care I received, which changed my bad experience into a good one.

1.3.1. Key Vocabulary

• Dud (adj): tồi
• Merchandise (n): hàng hóa
• Inquire (v): hỏi
• Encounter (v): gặp
• Earbud (n): tai nghe
• Sync with (v): đồng bộ với
• Persist (v): kiên trì
• Troubleshooting techniques (n): kỹ thuật khắc phục sự cố
• Defective (adj): khiếm khuyết
• Flawless (adj): hoàn hảo

1.3.2. Translation Example

I recall filing a complaint about a faulty item I ordered online a few months ago. When I had time to evaluate the item I purchased last week, this happened in the evening after a workday.

I expressed my dissatisfaction with the online retailer's customer support team regarding the product. Inquiring about the product and the issue I encountered, the customer support representative politely listened to my complaint over the phone. Subsequently, she recorded my complaint and mentioned that the relevant team would investigate the matter and get back to me with a solution.

I encountered an issue with a pair of wireless headphones that I had purchased at a considerable cost. However, I found that they were not functioning properly. The sound quality on the second headphone was poor, and one of them did not sync with my phone. The issue persisted despite trying various troubleshooting techniques, clearly indicating a defective product.

Because I was dissatisfied with the goods received, I lodged a complaint. I expected it to perform well because I had invested a significant amount of money in it. Upon receiving a faulty item, I believed I had the right to voice my concerns, and it was the seller's duty to address the problem. I also hoped that the seller would refund me or replace the defective item.

Overall, I am satisfied with how my concern was handled. Within a few days, I received a response from the customer service team regarding the resolution. They offered to refund my money or replace the item with another set of headphones. I opted to purchase a new set of headphones, and they have been perfect since I received them. I appreciate the prompt and helpful customer service I received, which turned my bad experience into a good one.

2. IELTS Speaking part 3: Describe a time you made a complaint

2.1. What types of products or services do people in your country frequently complain about?

I suppose the food and service at restaurants are the types of things that people in my nation most frequently prefer to complain about. People anticipate receiving a delicious meal and attentive treatment from the server when they visit a restaurant. In my opinion, statements like “the food is too cold” or “the waiter was rude” are the most frequently voiced grievances in my nation. Other than that, I suppose individuals can grumble about a product that is defective and fails soon after purchase, or about how long it takes for anything to be delivered.

• Anticipate (v): mong đợi
• Grumble (v): phàn nàn

Translation: I believe that food and restaurant services are the most common subjects of complaints in my country. People expect to receive a delicious meal and courteous service when they visit a restaurant. In my opinion, complaints like 'the food is too cold' or 'the service is rude' are the most frequently voiced grievances in my country. Additionally, people may complain about a defective product immediately after purchase or about delays in delivery.

2.2. Do you think customer complaints can contribute to improving product and service quality?

Certainly. I think that receiving feedback and complaints from customers is a valuable way for businesses to gain important insights into how they can enhance their products and services. In fact, I believe that listening actively to customers is essential for boosting future sales.

A business can improve its services or adjust its goods to better meet the demands of its customers by paying attention to client feedback, whether it is positive or negative.

• Adjust (v): điều chỉnh
• Meet the demands: đáp ứng nhu cầu

Translation: Without a doubt. I believe that receiving consumer comments and complaints is a great method for a business to gather important information about how to improve its goods and services. In fact, I believe that for businesses to increase future sales, they must actively listen to their customers.

A business can enhance its services or adjust its products to better meet customer needs by paying attention to customer feedback, whether positive or negative.

2.3. What recommendations would you offer to someone looking to lodge a complaint about a product or service?

To approach the seller or service provider in a respectful and professional manner, I would urge them to gather all pertinent information regarding the good or service and the problem they are experiencing. They should be specific about the issue and what they want the product or service provider to do to fix it. If their first complaint is not resolved, it is crucial to be patient and persistent.

• Pertinent (adj): cần thiết

Translation: To approach a seller or service provider respectfully and professionally, I advise gathering all necessary information about the product or service and the issue encountered. They should be specific about the problem and what they want the product or service provider to do to resolve it. If their initial complaint isn't resolved, it's important to remain patient and persistent.

2.4. Have you ever experienced unsatisfactory customer service when making a complaint?

No, I’ve had the good fortune to, in the majority of complaints, have good customer service. Others, on the other hand, have reported having negative encounters, such as uncooperative or unhelpful customer support agents. It’s crucial in these situations to use other channels or elevate the complaint to a higher level of authority in order to remedy the problem.

• Uncooperative (adj): không hợp tác
• Remedy (v): khắc phục

Translation: No, I have been fortunate to receive good customer service in most complaint situations. However, others have reported encountering negative responses, such as uncooperative or unhelpful customer support staff. In these situations, it is important to utilize alternative channels or escalate the complaint to higher authorities to resolve the issue.

2.5. Would you consider shopping again at a store where you've previously made complaints?

Most likely not. I believe I would give a store at least one more opportunity to convince me that their goods or services are excellent. We all make mistakes from time to time, and occasionally products are broken, but as long as the store apologizes for any issues and offers to exchange or refund any faulty items, I would gladly visit them again. However, if I encountered issues more than once, I would reconsider returning. Unless there is nothing else I can do, of course.

• Faulty items (n): mặt hàng bị lỗi

Translation: Almost never. I believe I would give the store at least one more chance to convince me that their products or services are excellent. We all make mistakes and sometimes products break, but as long as the store apologizes for any issues and offers to exchange or refund any faulty items, I would be happy to visit again. However, if I encounter repeated issues, I would reconsider returning. Of course, unless there's no other choice.

2.6. Which is preferable: complaining online in writing or in-person at the store?

I’m not sure if I could say one was superior to the other because I believe it would all depend on the company and the particular circumstance. It can be wonderful to complain in the store because you can talk to the management and possibly get the problem fixed right away.

Additionally, you may immediately clear up any misunderstandings with them. In contrast, if you file a complaint online, it can take a lot longer for your problem to be resolved and you might not get a chance to speak with someone influential within the firm.

However, certain businesses have employees that are trained to handle customer complaints, and in some circumstances, the resolution may be better than speaking to someone in person. This is particularly true if you have a temper that is easily frayed since you risk losing your composure in front of others and embarrassing yourself.

• Superior (adj): vượt trội
• File a complaint online: gửi khiếu nại trực tuyến
• Frayed (adj): nổi cáu
• Composure (n): sự bình tĩnh
• Embarrass (v): làm xấu hổ

Translation: I'm not sure if one is superior to the other because I believe it all depends on the company and the specific circumstances. It's great to complain in-store because you can speak with the manager and potentially resolve the issue immediately. Additionally, you can clear up any misunderstandings with them right away.