After studying this unit, you are able to：

• complain about the noise

• complain about the restaurant service

• complain about room service

• talk about handling a complaint

Task 1

Work with your partner and answer the following questions according to your experience.

1. Do you like traveling? Where have you been?

2. Did you experience any problems when traveling?

3. How did you solve the problems?

Task 2

Discuss with your partner how you would handle the problems in the given situations.

1. Fail to get a return tickets;

2. Wait long for service in a restaurant;

3. Check in at an unsatisfactory hotel;

4. Travel with a fussy tour guide.

Task 3

         Exchange ideas about how to deal with unhappy customers. Make a list of your ideas.

Suggested Answers:  

ØBe patient with the customers;

ØNo matter what the complaint is or how the customer reacts, stay as calm and professional as you possibly can.

ØListen to the customer. Ask questions to make sure you fully understand the problem and sympathize with the situation, even if you don't think it is your fault.

ØShow concern for his/her inconvenience and thank him/her for telling you about the concerns;

ØWork with the customers to find out a solution;

ØFollow up the complaint a few days later.