Cue Cards Samples with band 8 answers
When you received good service from a company or a shop - Cue Card # 403
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IELTS Speaking Part 2: IELTS Cue Card/ Candidate Task Card.
[The topic for your talk will be written on a card which the examiner will hand over to you. Read it carefully and then make some brief notes.]
Describe an occasion when you received good service from a company or a shop.
You should say:
- what the service was
- when you received the service
- where you received the service
and explain how you felt about it.
[Instruction: You will have to talk about the topic for one to two minutes. You have one minute to think about what you are going to say. You can make some notes to help you if you wish.]
Model Answer 1:
Well, it is a sad but somewhat true that it is a lot easier to think of examples of terrible customer service from companies or shops than it is to think of good service. However, there is one company I can think of which has an excellent reputation for customer service and based on my own experience, I think it is well deserved.
The company is a British Company called John Lewis. John Lewis is a chain of upmarket stores, supplying everything from quality household goods to furnishings, from clothes to gift items and so on.
Once my dad had become very ill, and I needed to order some extra bed linen for him whilst he was being nursed at home. However, he and my mum live in London, and I live in Sheffield, which is two hundred miles away. So, I was having to order goods online to be delivered to my parents, many miles away, without knowing quite what it was they wanted. To cut a very long story short, I got the order horribly wrong, I was feeling quite stressed, and I just chose the wrong products! Then I found that I was too late to cancel the order!
I rang the customer service and explained all that had happened and why it mattered so much. At the end of the day, it was only a couple of sheets and some towels, but at that moment in time, they were really important because they were much needed. The person I spoke to was absolutely lovely. They managed to somehow bypass their systems to cancel the order which had been made in error. They reimbursed postage charges that I’d incurred for requesting ‘express delivery’ for the original order, and arranged for a new delivery of the correct items. They even waved through the second order at a lower cost than it should have been to speed things up by converting the first order to the second for the same price. To them, perhaps it was a minor issue for me to be making such a fuss about, but to me, it made an enormous difference. As a consumer, I had no rights in this matter, and everything they did was out of goodwill, not legal obligation. I can’t tell you how grateful I was!
Because they were kind to me when I had really been quite ‘stupid’ to get things so wrong. They worked really hard to go the extra mile to sort things out, even though they absolutely didn’t have to because the error was all with me. They helped me out when I needed it, and that personal touch proves that the people who work in shops and companies are not unfeeling automata; they have compassion. I felt that, in some ways, it wasn’t really about ‘good customer service’ at all; it was about kind people helping someone else who needed it. It was comforting, not just to get the much-needed bed linen, but to know there are such kind people in the world willing to go the extra mile when it was needed.
[ Written by - Lucy Marris: Careers Adviser (UK), TEFL teacher (Vietnam) ]
Model Answer 2:
Receiving good service from a company or a shop has become a rarity these days, at least in places where I live. Among such rarities, however, we still “accidentally” receive some good service, just as I did about a few months ago. For this excellent topic, I will share this experience with you.
Anyway, the good service I am talking about was provided to me when I visited a furniture store to buy a computer desk for my desktop computer. I needed that desk on an urgent basis because my old computer desk suddenly broke when I was trying to move it from one corner of my room to another to free some space. Initially, of course, I was a bit shocked to see my desk breaking like this, but then I realised that the desk was really old, and it needed to be replaced.
So, anyway, as I saw my computer desk crumbling, I rushed to one of the famous retail furniture outlets in my country and asked them what I really needed. After carefully listening to my specifications, the manager of the shop showed me a few desks and asked me to choose one from them. After choosing one, my manager assured me that my computer desk would get delivered to my home the next morning. The manager also assured me that if I didn’t like my computer desk for any reason, the shop would replace it with another one without charging any extra money for the delivery cost. The next morning, they delivered my computer desk just on schedule as promised, and needless to say, I liked my computer desk.
Anyway, the service I received was indeed very good because the manager and the staff at the furniture shop treated me like a “ valued person” instead of just some “customer”. They were very polite, courteous and tried to find out very patiently about what I exactly needed or was looking for. Finally, their service was great also because they stuck to their promised delivery schedule.
Sample Answer 3:
Thank you very much for this fascinating topic. It gives me a great opportunity to talk about a time when I received excellent customer service from a local company.
This happened about six months ago, and the service I received was for the repair of my laptop. I had been having a persistent issue with my laptop's battery, and it had completely stopped charging. Since my laptop is essential for both my work and my studies, I needed to get it fixed as quickly as possible.
I received this service at a small, independent electronics repair shop located in my neighbourhood. I had heard good things about them from a friend, so I decided to go there instead of a large, well-known retail chain. The shop was a humble place, but it was clean, well-organised, and looked very professional.
When I went there, the technician at the counter greeted me with a friendly smile. I explained the problem, and he immediately took the laptop, ran a quick diagnostic test, and within ten minutes, he had identified the issue. He explained in a clear, easy-to-understand way that the charging port needed to be replaced and gave me a fair quote. What impressed me most was his transparency. He showed me the faulty part and explained how the repair would be done. He then told me it would be ready by the end of the day. As promised, he called me a few hours later to say the laptop was fixed and ready to be picked up.
I felt incredibly relieved and genuinely impressed with the entire experience. Firstly, the speed of the service was outstanding. My previous experiences with larger companies had been frustrating, often taking several days just for a diagnosis. Here, it was done in minutes. Secondly, the technician’s expertise and honest communication made me feel confident and well-informed. There was no attempt to upsell me on unnecessary services. Finally, the overall professionalism and friendly attitude made the whole process stress-free.
Model Answer 4:
Introduction:
Thank you so much for giving me this interesting topic. For this topic, I’d like to share an experience when I received excellent service from a company, and it really left a positive impression on me.
What the service was:
The service I received was related to buying a laptop. I had ordered it online, and unfortunately, when it arrived, there was a technical issue with the screen. Normally, returning electronic items can be a nightmare, but the company handled it in the smoothest way possible. For that, I am so grateful.
When you received the service:
This happened about a year ago, when I was preparing for my university assignments and absolutely needed a reliable device. The timing was very stressful for me, so the way the company handled the issue was especially important.
Where you received the service:
I bought the laptop from the online store of a well-known electronics store in my city. After noticing the problem, I called their customer support, and they immediately arranged for a courier to pick it up from my home. Within three days, they not only replaced it with a brand-new one but also offered me a discount voucher for future purchases.
And explain how you felt about it:
I felt genuinely impressed and relieved. Instead of making me go through endless paperwork or blaming me for the damage, they took full responsibility and solved the problem quickly. That level of professionalism made me trust the company even more, and I’ve recommended it to many of my friends since then. It was one of those rare experiences where customer service truly went above and beyond expectations.
Idea Generation for this Topic:
This topic asks you to describe an occasion when you received good service from a company or a shop. You should explain what the service was, when and where you experienced it, and how you felt about the overall experience. To make your answer great, include details about the behaviour of the staff, the quality of the service, and why it left a positive impression on you. Here are a few ideas to help you develop your own response:
1. Online shopping delivery:
I once ordered clothes from an online store, and they delivered them a day earlier than expected with a handwritten thank-you note. This happened last year, and it made me feel valued as a customer because of the personal touch.
2. Restaurant service:
I went to a restaurant with my family where the waiter was exceptionally polite and even recommended dishes based on our preferences. This happened during a family outing, and I felt truly satisfied because the service made the meal more enjoyable.
3. Electronics repair shop:
When my phone broke, I went to a local electronics repair shop. They fixed it quickly and explained everything clearly without overcharging me. This happened a few months ago, and I felt grateful because they were honest and efficient.
4. Bank service:
I received excellent service at my bank when I had trouble with an online transaction. The staff guided me step by step and solved the issue immediately. It made me feel relieved and respected as a customer.
5. Travel agency support:
I once booked a trip through a travel agency, and when my flight got delayed, they arranged an alternative without extra charges. This happened two years ago, and I felt impressed by their professionalism and care for customers.
6. Coffee shop experience:
At a small coffee shop, the barista remembered my name and my usual order after just two visits. This happened recently, and it made me feel special and welcomed as if I was part of a community.
7. Clothing store exchange:
I bought a shirt that didn’t fit well, and when I returned to the clothing store, they exchanged it without any hassle. This happened last summer, and I felt really pleased because the process was smooth and stress-free.
8. Hotel stay:
I stayed at a hotel where the staff surprised me with a free upgrade to a better room because it was my birthday. This happened last year, and I felt delighted because they went out of their way to make my stay memorable.
9. Bookstore service:
I once visited a bookstore, and the staff helped me find a rare book by ordering it from another branch. This happened during my university days, and I felt very satisfied because they were willing to go the extra mile for me.
10. Online customer support:
I had an issue with a software subscription, and the online support team resolved it within minutes through live chat. This happened recently, and I felt impressed because the process was quick, professional, and stress-free.
Vocabulary for this Candidate task card/ Cue card topic:
When describing a time you received good service, using specific vocabulary can effectively convey what the service was, where and when it took place, and how it made you feel. Thoughtful word choices will help you articulate the professionalism, efficiency, and positive impression left by the company or individual, making your response both descriptive and positive. Here are some relevant words and phrases:
Good service: – A helpful, efficient, and pleasant interaction with a company or its staff.
Example: I recently received such good service from an electronics store.
Exceptional: – Unusually good; outstanding.
Example: The service was exceptional; it was far better than I had expected.
Professionalism: – The competence or skill expected of a professional.
Example: Their level of professionalism was impressive, from start to finish.
Attentive: – Paying close attention to something; watchful.
Example: The staff was very attentive to my needs and answered all my questions.
Accommodating: – Willing to fit in with someone's wishes or needs.
Example: The company was very accommodating when I had to reschedule my appointment.
Seamless: – (Of a process or transition) smooth and continuous, with no apparent gaps or breaks.
Example: The entire process, from ordering to delivery, was completely seamless.
Exceeded expectations: – Did more or better than what was expected.
Example: The quality of the service exceeded all my expectations.
Prompt: – Done without delay; immediate.
Example: The delivery was prompt and arrived exactly when they said it would.
Efficient: – Achieving maximum productivity with minimum wasted effort or expense.
Example: The staff was so efficient that the issue was resolved in just a few minutes.
Satisfied: – Contented; pleased.
Example: I was completely satisfied with the solution they provided.
Delighted: – Feeling or showing great pleasure.
Example: I was absolutely delighted with the excellent service I received.
Grateful: – Feeling or showing an appreciation of kindness; thankful.
Example: I was so grateful for their help during a difficult situation.
Customer loyalty: – The tendency of customers to continue buying from a particular brand or company.
Example: Their great service has ensured my customer loyalty for a long time.
Positive experience: – An event or interaction that is enjoyable or beneficial.
Example: It was a very positive experience, and I will definitely be a returning customer.
Goes the extra mile: – To make a special extra effort to do something.
Example: The employee went the extra mile to help me, which I really appreciated.
Commendable: – Deserving praise.
Example: The company's customer service is truly commendable.
If you prepare for the topic "Describe an occasion when you received good service from a company or a shop", you should be able to talk about the following topics as well:
1) Describe a time when you received good service from a hotel or a restaurant.
2) Describe something you once received for free.
3) Describe your experience of a service which was not good and you complained about.
4) Describe a shop or a store you often go to.
5) Describe a restaurant that you enjoyed going to.
6) Describe a time when you complained about something.
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