Page 29 - American English File Student Book 3B_Neat

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How to complain 4 PRONUNCIATION the letters a/

successfully: a Say the words aloud, and then write them in the correct column.
Clive’s top tips airline bargain captain complain email fair

obtain hairdresser paid painting repair villain

Never shout and swear - it achieves
nothing. Don’t spoil your meal or your
vacation by getting into an argument
with a waiter or customer service call
center operator. Make a mental note
of the circumstances and write a
letter later.

Don’t send emails, or standard, printed- b 4 36))) Listen and check, and then answ er the questions.
out complaints forms. Companies
1 W hat is the pronunciation o f ai when it is a) stressed b) unstressed?
may not read these, but they probably
will read a letter. And unless you are 2 How is air usually pronounced?
particularly fond of Vivaldi, don’t waste 3 Is said pronounced /seid/ or /sed/?
your time calling a customer complaint
line! Your letter should be short and c 4 37))) Listen and w rite four sentences. Practice saying them.
to the point, and should fit on one side
of an 8 1/2" by ı ı " sheet of paper.
And type it. Reading other people’s 5 VOCABULARY making nouns from verbs
handwriting is hard work.
a Look at some nouns from the article. W hat verbs do they come from?

Write to the company’s marketing complaint argument compensation
director or finance director because
they’re probably the least busy. Find b >- p.163 Vocabulary Bank Word building. D o Part 1.
his or her name on the Internet or by
calling. Writing Dear Sir/M adam is lazy.
Taking the time to find a person’s name 6 LISTENING & SPEAKING
and title shows initiative.
a 4 40))) Listen to part o f a radio consum er program where people
are talking about bad service. W hat did the people com plain
If your complaint is serious enough, abou t...?
make it clear you will not hesitate to
change to another bank / cell phone 1 in the taxi 2 in the hotel 3 in the restaurant
company. Sm art companies know that
b Listen again and answ er the questions.
changing an angry customer into a
satisfied one will make the customer 1 W ho did each person complain to?
more loyal. 2 W hat did the people they complained to do as a result?

5 __________________________________ c Talk to a partner.
Don’t say exactly what you expect to
1 Who’s best at complaining in your family? Give examples.
receive as compensation. Leave it to
the company. 2 Can you remember a time when you (or someone in your family)
complained...?
6 _______________________________________ • to a taxi driver • to a hotel receptionist
Use phrases like “I can only imagine • to a waiter • to someone else
this is an unusual departure from your Why did you complain? What did you say? What happened?
usual high standards,” and “I would
love to shop with you again if you can
d Communication I want to speak to the m anager A p.107
demonstrate to me that you are still as
B p.109. Role-play a custom er com plaining to a salesperson and
good as I know you used to be.”
a restaurant manager.
Glossary
lose your temper become angry
threaten verb warn that you may punish 7 WRITING
somebody if he or she does not do what you want
flattery noun saying good things about somebody
that you may not mean >- p.119 Writing A letter of complaint. W rite a letter to com plain
about som ething you bought online.
Online Practice 8A 77