Paul Sparks, Listening and Speaking Lesson Plan - Dealing with Complaints

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Paul Sparks, Sino-Canadian International College, Guangxi University, Nanning.

Lesson Plans for "Watch, Listen & Speak", Semester 2

Listening & Speaking, Listening for Main Points:

Dealing with Complaints

Source: http://www.hio.ft.hanze.nl/thar/compl1.htm

Task 1: Listen to the audio clip. You will hear five complaints by telephone. Listen to these complaints and write down which customer is most dissatisfied according to you.

Most dissatisfied: customer number _______________ .

Task 2: Listen to the same audio clip again. This time, rate the complaints from 1 (= least dissatisfied) to 5 (most dissatisfied). While listening, write in the left-hand column a short reason for the rating. An example has already been given.

	complaint	rating
1. sounds a bit disappointed	1. I hope it won't happen again …
2.	2. I'm very disappointed …
3.	3. I'm deeply shocked …
4.	4. The service doesn't meet your normal standards …
5.	5. I'm rather dissatisfied …

Task 3: Compare your answers to those of a classmate. Discuss possible differences and try to reach agreement.

Task 4: Listen to a telephone conversation about the following invoice. Listen carefully to the conversation and underline the products that are being mentioned.

Sound & Vision Ltd.

Specialists in Audio and Video

63 High Road London W1A 2KL tel.: 0181 234 4592

INVOICE

To: Mr C. Nightingale, London
5 June 2000

Philips XR 450 CD player	200
Demonstration CD	10
Philips XR 550 Amplifier	250
Philips XR 650 Cassette recorder	180
Philips HR 1000X Speakers, 2 pcs.	200
20 m. Speaker cable	10
Installation costs: 2.5 hrs, 20 p.h.	50
Total costs	900

Total costs to be paid within 15 days after the date mentioned above.

Task 5: Listen to the conversation and read along. Then answer the questions. Situation: Reception of Sound and Vision. Marc Young is the receptionist.

Marc:	Good afternoon, Sound and Vision, Marc Young speaking. How may I help you?
John Westbrook	Good afternoon, sir. This is John Westbrook. I wish to register a complaint.
Marc:	May I ask what seems to be the problem?
John Westbrook	Well, I'm not very happy about a CD I purchased recently at your shop. I noticed shortly after unwrapping the CD at home that the box was slightly damaged. And when the CD itself turned out to be defective as well, you can imagine that I was quite dissatisfied. Now, I hope that there is the possibility of a refund, otherwise I'll buy my CD's somewhere else in the future.
Marc:	I see. We apologize for the inconvenience. I'll put you through to our Sales Department. They 'll be able to look into the possibility of a refund. Please hold the line.
John Westbrook	Thank you.
Marc:	You're welcome.

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Source: http://www.hio.ft.hanze.nl/thar/compl1.htm

Task 1: Listen to the audio clip. You will hear five complaints by telephone. Listen to these complaints and write down which customer is most dissatisfied according to you. Most dissatisfied: customer number _______________ .

Task 2: Listen to the same audio clip again. This time, rate the complaints from 1 (= least dissatisfied) to 5 (most dissatisfied). While listening, write in the left-hand column a short reason for the rating. An example has already been given.

complaint

rating

1. sounds a bit disappointed

1. I hope it won't happen again …

2.

2. I'm very disappointed …

3.

3. I'm deeply shocked …

4.

4. The service doesn't meet your normal standards …

5.

5. I'm rather dissatisfied …

Task 3: Compare your answers to those of a classmate. Discuss possible differences and try to reach agreement.

Task 4: Listen to a telephone conversation about the following invoice. Listen carefully to the conversation and underline the products that are being mentioned.

Sound & Vision Ltd.

Specialists in Audio and Video

63 High Road London W1A 2KL tel.: 0181 234 4592

INVOICE

To: Mr C. Nightingale, London 5 June 2000

Philips XR 450 CD player

200

Demonstration CD

10

Philips XR 550 Amplifier

250

Philips XR 650 Cassette recorder

180

Philips HR 1000X Speakers, 2 pcs.

200

20 m. Speaker cable

10

Installation costs: 2.5 hrs, 20 p.h.

50

Total costs

900

Total costs to be paid within 15 days after the date mentioned above.

Task 5: Listen to the conversation and read along. Then answer the questions. Situation: Reception of Sound and Vision. Marc Young is the receptionist.

Marc:

Good afternoon, Sound and Vision, Marc Young speaking. How may I help you?

John Westbrook

Good afternoon, sir. This is John Westbrook. I wish to register a complaint.

Marc:

May I ask what seems to be the problem?

John Westbrook

Marc:

I see. We apologize for the inconvenience. I'll put you through to our Sales Department. They 'll be able to look into the possibility of a refund. Please hold the line.

John Westbrook

Thank you.

Marc:

You're welcome.

Questions:

1 What is wrong with the packaging of the CD?

_____________________________________________________________.

2 What is wrong with the CD itself?

_____________________________________________________________

3 What kind of compensation does Mr. Westbrook want?

_____________________________________________________________

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Task 1: Listen to the audio clip. You will hear five complaints by telephone. Listen to these complaints and write down which customer is most dissatisfied according to you.

Most dissatisfied: customer number _______________ .

To: Mr C. Nightingale, London
5 June 2000