A Time You Made a Complaint and Were Satisfied with the Result

🗂️ Part 2 – Cue Card

🗣️ Sample Answer

Last year, I booked a hotel room online for a short vacation in Kandy. The website showed pictures of a clean, modern room with mountain views. However, when I arrived, I was given a completely different room that was small, noisy, and had a broken air conditioner.

I immediately went to the reception desk and politely complained to the manager. I showed them the booking confirmation and the photos I had saved. At first, they tried to say the room I booked wasn’t available, but I calmly insisted that I should get what I paid for or a better alternative. After a short discussion, they upgraded me to a superior room at no extra cost.

I was very happy with the way the issue was resolved. I appreciated that the staff took my complaint seriously and handled it in a professional manner. This experience taught me the importance of being assertive yet respectful when addressing a problem.

🔁 Part 3: Follow-Up Questions

1. What are the common reasons why people make complaints?
People usually complain about poor service, damaged goods, or unmet expectations. They want to express dissatisfaction and seek a solution. Complaints often arise when customers feel that they are being ignored or treated unfairly.

2. How should companies handle customer complaints?
They should listen carefully, remain polite, and respond quickly. Offering sincere apologies and fair solutions builds customer trust. Effective complaint handling can often turn an unhappy customer into a loyal one.

3. Is it better to complain in person, by phone, or in writing?
It depends on the situation. In-person complaints may be resolved faster, while written ones provide a clear record. Phone calls allow for immediate feedback but may lack proof.

4. Why do some people avoid making complaints even when they are unhappy?
Some fear confrontation or think it won’t make a difference. Others may feel uncomfortable or unsure about how to express themselves. Cultural background can also influence whether someone speaks up or stays silent.

5. What can companies do to prevent complaints in the first place?
They can provide clear information, train staff well, and ensure consistent quality. Setting realistic expectations also helps avoid disappointment. Regular feedback and improvement reduce future complaints.

6. Do people complain more now than in the past?
Yes, because today’s consumers have more platforms to express opinions. Social media, online reviews, and chat support make it easier to raise concerns. People also expect higher service standards nowadays.

7. How can schools teach students to express complaints appropriately?
Schools can teach communication skills and role-play complaint scenarios. Students should learn to express concerns clearly, respectfully, and with evidence. Encouraging open discussions builds confidence and fairness.

8. What is the difference between a complaint and a criticism?
A complaint is usually a specific issue that seeks a solution. Criticism may be more general or negative without offering feedback. Constructive complaints aim to improve things, while criticism can sometimes be harmful.

9. Is complaining always a negative thing?
Not at all. When done politely and constructively, complaints can lead to better services or products. They help companies identify problems and improve customer satisfaction.

10. Should people always expect compensation when they complain?
Not always. While compensation is nice, sometimes an apology or correction is enough. The main goal should be fairness and resolving the issue properly.

Top 10 Topic Vocabulary – A Time You Made a Complaint and Were Satisfied with the Result