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　　Neil: Ah… tell you what, I’m going to write a very strong letter to the train company - it took 4 hours to get to work today.

　　Feifei: I know, it took me ages yesterday as well.

　　Neil: Well, it’s a good thing we’re looking at complaining in today’s programme! Whether you’re making a complaint or you’re dealing¹ with an unhappy customer, we’ll be looking at useful language and also some dos and don’ts, but first I have a question for you Feifei -

　　Feifei: Go on then…

　　Neil: What do you think more people complain about? Is it transport or shopping?

　　Feifei: Based on what we just talked about, I’d go for transport.

　　Neil: Well, according to the UK website HowtoComplain.com, almost 17% of customer complaints in the UK are about transport and travel, compared with the shopping and retail² sector³ which receives about 25% of complaints. So Feifei you were absolutely wrong about that one, I’m afraid.

　　Feifei: That can’t be true!

　　Neil: Now, if you want to complain about something in English, it always helps to know the right thing to say. And if I’m not mistaken -

　　Neil/ FF: It’s Business Betty!

　　BB: Hello!

　　Feifei: Hello Business Betty, can you give us some tips on complaining in English?

　　BB: Of course! Whether you’re complaining or dealing with a complaint, it’s important to be polite, calm and clear. Let’s look at the customer’s complaint first. Imagine you own a clothes shop and you’re unhappy about some t-shirts you’ve just bought. You’re talking to the supplier about it. First of all, be clear that you have a complaint. Say "I’m afraid I’ve got a complaint."

　　Feifei: I’m afraid I’ve got a complaint.

　　BB: Or you can say "Actually, there’s a problem."

　　Feifei: Actually, there’s a problem.

　　BB: Well done Feifei. Next, state exactly what the problem is. What’s the problem, Feifei?

　　Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.

　　BB: Next, say how you want the problem to be fixed⁴.

　　Feifei: Can you get the right ones over to us by the end of the week?

　　BB: Good! Try saying that one another way:

　　Feifei: Look, I really need the blue t-shirts as soon as possible.

　　BB: Well done Feifei. And remember to be polite!

　　Feifei: I will. Thanks for your help, Betty.

　　BB: You’re welcome.

　　Feifei: Neil, I feel a role-play coming on.

　　Neil: So do I. Of course, today it’s my turn to be the boss.

　　Feifei: But I’m afraid there isn’t a boss in this role-play…

　　Neil: Awwwww….typical!

　　Feifei: But you can be the customer service representative if you like. I’m a client⁵ who isn’t happy with your company’s service, and you have to deal with my complaint. Okay?

　　Neil: OK I think I’ll be good at that. Shall we start?

　　Feifei: Let’s go!

　　Role-play

　　Feifei: Ring ring, ring ring…

　　Neil: Hello?

　　Feifei: Good morning, my name is Feifei from Feifei’s Fashions and I’m afraid I’ve got a complaint.

　　Neil: Oh yeah? You are not the only one.

　　Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.

　　Neil: Oh yeah? It happens all the time, that’s life eh…

　　Feifei: Look, I really need the blue t-shirts as soon as possible.

　　Neil: Hmm yeah, OK I’ll tell someone, alright? Bye!

　　Feifei: Err⁶, just a minute - Hello? Hello!

　　Neil: Ooh that was good. How was it for you?

　　Feifei: Hmmm… well, I think we need to ask Business Betty for some feedback⁷.

　　Neil: OK - Business Betty, how did we do??

　　BB: Well. Feifei - you were great and you did everything I told you. But Neil: we need to work on your customer service skills. When a customer has a complaint, take it seriously! Find out what the problem is:

　　Neil: I see, what exactly is the problem?

　　BB: If there is a problem, apologise.

　　Neil: I’m so sorry about that.

　　BB: Investigate the problem.

　　Neil: Let me check your order.

　　BB: Say what you’re doing to solve the problem.

　　Neil: I’ll get the correct order sent to you by the end of today.

　　BB: And be polite!

　　Neil: Thanks for calling.

　　BB: So, Neil, do you think that will help?

　　Neil: I think that should do nicely. Thanks Betty.

　　BB: You’re welcome. And if there’s nothing else, I’ll be leaving now. Bye!

　　Neil / FF: Bye!

　　Neil: Shall we have another go at the role-play?

　　Feifei: I think we, or should I say you, need to.

　　Role-play

　　Feifei: Ring ring, ring ring…

　　Neil: Hello?

　　Feifei: Good morning, I’m calling from Feifei’s fashions and I’m afraid I’ve got a complaint.

　　Neil: I see, what exactly is the problem?

　　Feifei: I ordered 200 blue t-shirts, but the ones you sent are black.

　　Neil: I’m so sorry about that. Let me check your order.

　　Feifei: Look, I need the blue t-shirts as soon as possible.

　　Neil: Yes of course, I’ll get the correct order sent to you by the end of today.

　　Feifei: Thanks for your help.

　　Neil: Thank you for calling.

　　Neil: And that’s the end of today’s role-play!

　　Feifei: That was better: I think I even believe you might send me the right t-shirts this time.

　　Neil: Of course I will. Anyway, it wasn’t my fault, somebody else sent the wrong

　　t-shirts, I never ever get anything wrong, you know that…

　　Feifei: That’s it for today Neil! But we’ll be back soon, and we hope you don’t feel like complaining about that! Join us again for more 6 Minute English! Bye!

　　Neil: Stop your moaning⁸, bye!

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