Unit 14 :
Customer's Complaints



To learn different words related to complaints.

Is it always necessary to complain?

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Read the following words or phrases with your tutor and use it in a sentence.

  • burnt to a crisp (phr)
  • pet peeve (phr)
  • leftovers (n)
  • raw (adj)
  • apologise (v)
  • lost my appetite (phr)
  • dessert (n)
  • appetite (n)
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Dialogue 1

Read the dialogue aloud with your teacher.



How are we doing?

Not very well. I ordered my steak medium rare, and it’s burnt to a crisp!

I’m sorry about that. I can ask our chef to prepare another one.

Okay, please do that.

You bet.

How are we doing over here?

 I was wondering if you could turn down the music. Loud music in restaurants is a pet peeve of mine.

Sure, I’ll take care of that. Can I get you another round of drinks?

No, we’re all set for now.

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Let’s Practice

Practice the Expressions: Choose the appropriate reply to your customers.

  1. Customer: “The music is so loud, we can’t hear each other speak.”

Your reply:           

a) “Let me turn up the music.”

b) “Let me turn down the music.”

c)”You ‘ll need to speak louder.”

2.Customer: “This fork is dirty. Dirty silverware is a pet peeve of mine.”

Your reply:

a) “Right. I don’t like pets in restaurants either.”

b) “Sorry about that. Let me bring you a clean fork.”

c) “I don’t mind dirty silverware either.”

3.Customer: “I ordered my steak rare, but this is burnt to a crisp!”

Your reply:

a) “I’m sorry. Let me tell the chef to put it back in the oven.”

b) “I’m sorry you don’t like burnt meat.”

c) “I’m sorry. Let me have the chef prepare another one for you.”

4.Customer: “This steak was delicious, but I couldn’t finish it.”

Your reply:

 a) “Should I throw it in the trash for you?”

 b) “Should I put it on a new plate and serve it to somebody else?”

 c) “Should I wrap it up for you?”

5.Customer: “I’m still working on my dessert.”

Your reply:

a) “Okay, let me take your plate away.”

b) “Okay, I’ll be back in a few minutes to check on you.”

c) “Okay, I’ll bring the check right away.”

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Dialogue 1

Read the dialogue aloud with your teacher.

Mr. Ryefield



Is everything all right, sir?

Not exactly. This steak is raw. I asked for it well done! And it’s rather cold.

I do apologise, sir. Would you like it cooked a little more?


 Would you like something else while you’re waiting?

No, thank you. But tell them to hurry.

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Let’s Practice

Word definition: Choose the answer choice that best defines the word in all capital letters.



          b.Not cooked

          c. hard

     2 . HURRY

          a. To impel to greater speed


          c. Refuse


          a.To express regret for something done or said

          b.Feeling sorrow

          c.Something to be regretted

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Share your ideas with your teacher.

1.What do you think of the saying, “The customer is always right.”?

2.What are some reasons why you would not complain about bad service?

3.Do you prefer to make a complaint over the telephone or in person?

4.When is it appropriate to complain in a restaurant?