Ielts Speaking Part 3 Customer Complaints – SAMPLES 8.0 FROM IELTS SPEAKING BOOK 8.0 BY DUONG VU 8.5 Ielts : https://idvielts.com/sach-ielts-speaking-duong-vu/
Đây là topic mới trong bộ đề dự đoán Ielts Speaking quý 1 2024 nên sẽ được giữ lại sang bộ đề dự đoán Ielts Speaking quý 2 2024 các bạn nhé:
What do people often complain about? (=On what occasions do people complain?)
Well, people have endless reasons to complain in life. Those with a victim mentality are always whining about anything from their misfortune to their unhappy family or their tedious jobs. However, the most common situation in which people often express their dissatisfaction is when they receive a poor product or service. This, I believe, is legitimate because customers should get what they have paid for.
Is it better to complain by writing than by talking?
That’s an interesting one. I’d say that it really depends on each situation. If the problem is urgent or can be dealt with immediately, like when people receive poor food or service at restaurants, it’s best to bring the matter up to the person in charge at once. However, if the problem is complicated like when people lose their luggage during an international flight transit or when people can’t talk to the person in charge either face to face or via phone due to different time zones, I believe writing an email with detailed description of the issue will speed up the solving process more effectively than talking.
Who are more likely to complain: old people or young people?
The way I see it, young people are more likely to whine about their daily problems as they tend to feel entitled and be impatient with life. As for problems with products and services, however, I believe adults are more likely to file a complaint than the young because they are more conscious of their rights as a customer as well as more financially wise. I mean they might be more discerning than youngsters who tend to be more carefree and less prudent due to their inexperience.
Why do some companies don’t deal with customers’ complaints?
That’s a tricky question. I’m not an expert in this but I reckon that maybe they lack human resources to deal with them. Especially small or highly-seasonal businesses that cannot accommodate a surge of customers during peak days. Of course, there are unethical businesses that just get away with providing a lousy product and service because they intentionally scam people out of their hard-earned money.
Are customers’ feedback and complaints good for businesses?
Absolutely. Their feedback enables businesses to improve their products and service, leading to a far higher level of customer satisfaction. When customers are delighted with a business, they will keep buying from them over and over. What’s more, these loyal customers might even go an extra mile to recommend the brand to their family and friends, which is known as word of mouth marketing. This allows companies to boost their sales and their brand awareness while saving a great deal of advertising cost.
What makes good customer service?
I’d say that a high-quality service means providing customers with a smooth and pleasant experience. Firstly, the business must answer all customers’ inquiries promptly, clearly and truthfully. Added to that, they need to deliver the right product and service up to their promised standards. Finally, they have to handle customer complaints in a polite and constructive manner by offering a satisfactory replacement or a refund if they’re at fault.
What qualities should service staff have?
Well, it depends on each type of business but I suppose the most crucial requirement for those working in service sectors is excellent interpersonal skills. This ability helps them listen, understand and effectively deal with even the most discerning (demanding) customers. Besides, service staff must possess other essential traits such as patience and attentiveness. This enables them to stay calm, keep smiling and pay close attention to the smallest details, which is the key to success in the service industry.
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