Complaining

Read the text and do exercises given after it.

According to one of the surveys one in

three people don’t think that complaining is

worth the effort… or is it simply that we don’t

know

“How to complain”?

If we receive goods that are not what we ordered, which are faulty or

incomplete should we really take it lying down or should we complain? If

we are not getting the product we expected or we receive substandard

goods or services, then we should complain. How we complain however

will increase or decrease our chances of success.

Before you complain sit down and work out what you hope to

achieve. Be clear in your mind what you expect as a result of your complaint. Be clear about what you see is the fault and how you want the fault

to be resolved after your complaint. Complain firmly but politely! You are

more likely to get results when you complain, if you stay calm and don’t

lose your temper.

As for the British they are said to be reluctant to complain. As a rule

they tend to avoid making a fuss and keep themselves in check. All this

helps to explain their reaction to bad plays , bad performances or bad service in hotels or restaurants.

Except on rare occasions, the British do not

boo in the theatre, they simply stay away. They don’t whistle or jeer like an

Italian crowd at the opera or a Spanish crowd at a bullfight. If the star

cricketer scores a duck, if the highly praised footballer misses a goal, they

will be allowed to leave the ground in heavy silence.

When the British do complain they generally tend to give the impression of being unsure in order to be tactful and diplomatic. In fact they tend

to give the impression of being unsure in order to be tactful and diplomatic. 106

If the British people want to complain of misbehavior of somebody

and do it politely, they say: “Do you think you could speak less loudly?”

If you want to be direct, you may say: “Oh, Jim, you could be not so

loud.” Complaining of someone who is not present the British say: “I’m

starting to get rather tired of Terri’s manners” “Don’t you think (that)

Jane spends too much money?” “The trouble with Mary is that she always makes bad jokes.” “I’m sick and tired of his/her being always late!”

Very often, when the British are told something worth complaining,

they often use only the two-word answer “He/She would”, e.g.:

A. He told Dave anyway.

B. He would.

The word “would” shows the speaker’s irritation and resentment.

When the British are complaining about something people are doing

in public and some unspecified group of people are responsible for preventing this “something”, they usually say: “They should/ought to stop

people smoking in trains.” “They shouldn’t let people smoke in trains.” If

they agree with the above remarks they can do it like that: “Yes, it is/can

be a problem, isn’t it/can’t it?” “I think I can understand how you

feel.” “Yes, I know what you mean.” If you disagree, you can say: “Really? I can’t say I’ve particularly noticed that he/she shouts.” “I can see

what you mean but I think he is not that bad.” “Oh, come on, Mary, he

isn’t that bad.”

If the British want to show their dissatisfaction with goods or services they have received, they usually do it in the following way: “Excuse

me, I’m afraid this telephone is out of order.” “I’ve had a lot of trouble

with the car I hired yesterday.” “Excuse me, I’m sorry, I’m not at all satisfied with my room.” ”Excuse me, there seems/appears to be something wrong with this camera I bought here yesterday.” “Look, this kind

of service isn’t very good. I’m very dissatisfied with it.” “I’m not the

sort of person who normally complains, but I’m very unhappy about

the way I’m being treated.” 107

DIALOGUES

1. Laura: How was work today?

Ben: It was awful. I was very stressed.

Laura: Why? What happened?

Ben: My boss was a bit hot under the collar.

Laura: Why?

Ben: He doesn’t think the new product I designed will sell like hot cakes.

Laura: You’re in hot water now.

Ben: I know. He wants me to come up with a new design as soon as possible.

2. Eddie: I’m really fed up with my present job.

Samantha: Really? What’s the matter with it?

Eddie: It’s so boring, the pay’s miserable and there’s no appreciation.

Samantha: I’m sorry to hear that. What are you going to do about it?

Eddie: I’ve already done something. I’ve just put in an application for a

better paid and higher status job in the company where my brother works.

3. Sam: Shall we invite John to our party?

Mary: I would rather not.

Sam: Why, Mary?

Mary: The trouble with him is that he always makes bad jokes.

4. Kelly: Where shall we spend our holidays this year?

John: Won’t it be our favorite Turkey?

Kelly: Oh, no. I’m sick and tires of those crowds on the beach!

John: Then let’s look for some quieter place.

EXERCISES

I. Read the dialogue and answer the questions given below.

Ann: I’m sick and tired of the way Tom is always hanging around.

Sally: Yes, I know what you mean. 108

Ann: The trouble with him is that he never tries to be considerate. Anyway,

he’s always unpleasant and rather aggressive.

Sally: Oh, come on! He isn’t like that.

Questions:

1. Are Ann and Sally on equal terms? 2. Is Ann annoyed? 3. And what

about Sally? Does she remain calm? 4. Does Sally accept Ann’s complaints?

II. Read the mini-dialogue and answer the questions given below.

Ann: I wish you wouldn’t have your TV so loud.

Kate: Sorry! Were you trying to sleep?

Ann: Yes, and while I think of it please ask when you borrow my textbook

on history in future.

Kate: Sorry! I really ought to have known better.

Questions:

1. Are Kate and Ann getting on perfectly well? 2. Is Ann complaining in an

apologetic manner? 3. What language in the conversation shows that Ann

feels strongly about Kate’s misbehaviour? 4. Does Kate accepts Kate’s

complaints? How do we know that she does?

III. Read the mini-dialogue and answer the questions given below.

A. Yes, Sir? Can I help you?

B. Well, yes, … I bought this video-player a week ago and there seems

to be something wrong with it.

A. Well, Sir, I’m afraid there isn’t much we can do about it actually.

Questions:

1. Did the customer show his dissatisfaction with the video-player he’d

bought politely? If so, what language shows he was polite? 2. What exactly

was wrong with the video-player? 3. Was the customer’s complaint accepted? 4. What would you say if you were a customer?

109

IV. Read the dialogue and answer the questions below.

Manger: I hope you’re enjoying your stay with us, Mr. Morris.

James: Yes, very much, but there are one or two little things I’d like to

mention to you.

Manager: Oh, yes, Sir? What sort of things?

James: Well, the TV in my room doesn’t work very well. Could you ask

someone to have a look at it, please?

Manager: Certainly, Sir. Is there anything else?

James: Well, I don’t want to make trouble, but I really think you ought to

have a word with that chap behind the bar.

Manager: Why, Sir?

James: Well, he was smoking while he was washing the glasses and his

cigarette ash fell into one of them. My glass was a little dirty, as a matter of

fact.

Manager: I’ll speak to him about that now. Is that all, Sir?

James: Well, no. There seems to be a rather strange couple next door. They

must be dancers or something. They make a terrible noise at about two in

the morning. Do you think you could have a word with them about it?

Manager: Yes, Sir. I’ll see what I can do.

James: I’m afraid there’s one more thing. Your new receptionist is very

polite, but he seems a little absent-minded. He never remembers to call me

in the morning and he must have made a mistake in my bill, because he

seems to have charged me too much.

Manager: Right, Mr. Morris. I’ll see what I can do. Is there anything else?

James: Well, I know I shouldn’t say this because it’s none of my business,

but you have increased your prices very considerably since last year, haven’t you?

Manager: I’m sorry, Mr. Morris, but we can’t do anything about that! It’s

the cost of living, you know. 110

Questions:

1. Is James satisfied with the service he gets? 2. What’s his opinion about

the barman? 3. What does James think of the receptionist? 4. What language shows that James was polite? 5. What about the hotel manager?

How do we know he’s polite? 6. Does the manager accept all James’ complaints? 7. What would you have said if you’d been James? 8. Would you

have been as polite as that? 9. Are all James’s complaints justified?

V. Read the dialogue and answer the questions given below.

Albert: Listen, the heating has broken in my room. When are you going to

come and fix it?

Manager: I’m sorry to hear that, Sir. I’ll get someone right away.

Albert: You’d better. It’s freezing up there. And my room’s disgrace. That

maid’s useless. I want her replaced.

Manager: Well, I’ll speak to the housekeeper about it, Sir, but I’m sure …

Albert: And that hall porter’s another one. Cheeky devil. You should get

rid of him too. Doesn’t know how to treat guests with respect. And look at

the money I’m paying.

Manager: Well, I’m very sorry, Sir, but George has been with us for 20

years and we’ve never had any complaints about him until now.

Albert: And another thing! What are you going to do about those foreigners