Dealing with Complaints - Business English Worksheets

In this dealing with complaints activity, students practice language for dealing with customer complaints and role-play complaint dialogues. First, students complete sentences that deal with complaints using words from a box. In pairs, students then put a complaint dialogue between a customer and a customer service representative in the correct order by reading the sentences to each other and numbering them accordingly. After that, pairs read a customer complaint scenario and role-play a complaint dialogue between a customer and a customer service representative. Finally, pairs role-play their dialogues to the class.

Here is a useful customer complaints worksheet to help students learn how to deal with customer complaints. First, in pairs, students discuss questions about dealing with customer complaints. Students then complete a text about three steps to dealing with customer complaints with words from a box. Next, students match the numbered words from the text to their definitions. After that, students underline and correct errors in sentences that may be said by either a customer or a customer service agent. Students then move on to put a telephone complaint dialogue in the correct order. Finally, in pairs, students role-play a scenario between a customer and a customer service agent, taking turns playing each role and using the language and steps for handling complaints. Afterwards, pairs perform their role-plays to the class. After each presentation, students give feedback on how well each pair addressed the three steps for dealing with customer complaints.