Cue Cards Samples with band 8 answers
Time when you complained about something - Cue Card # 639
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- Written by IELTS Mentor
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 a time when you complained about something.
You should say:
- what the issue was
- whom you complained about it
- what the result was
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:
I am not really much into complaining unless I really, really have to. But, then, there come some situations when you have to complain because if you don’t, nobody will. It is like complaining in the public interest, I suppose. Anyway, the last time I complained was about 3 years ago when I stayed at a hotel, and I wasn’t really happy with some of the services it provided. In particular, the issues were about “unwashed” bedsheets and “irregular” house-keeping.
However, I formally complained about the issues to the General Manager of the hotel as the issues were bad enough for me, but they were even worse for a couple of sick and elderly people. In fact, they were having breathing problems due to some “damp” smell and dust mites which must have been caused by not cleaning the rooms on a regular basis. On top of that, if you have to sleep on some “unwashed” bedsheets and blankets, becoming even sicker is the only logical conclusion.
Anyway, after the complaint was made, the manager seemed to get really busy with his hotel crews and staff. The manager even apologised to me, saying that he had been just too busy with some other “priorities” lately, and as a result, things had become a bit “rusty” at the hotel, much to the discomfort of its guests. However, in the end, the “hygiene” issue of the hotel was solved after my complaint, which, of course, was a good thing in the end.
But, what I just couldn’t get out of my mind was how a hotel manager could have something with more “priority” than ensuring the best services for his guests! In fact, I felt like the well-being of his hotel guests was the last thing on his mind. Besides, I also felt like I was simply being “ripped off” for the services I was provided by the hotel, which was way, way below the standards. However, the only good feeling I had, in the end, was that a problem was actually solved because of my initiative.
Model Answer 2:
Well, this topic reminds me of a time when I found myself lodging a complaint about a year ago or so. I usually do not complain about something or somebody unless it is absolutely necessary, and on that occasion, I felt that I had no other way than to complain. Here, I will tell you details about this incident.
To my dismay, I encountered repeated billing errors with my internet service provider back then, and I was highly annoyed about it. There were discrepancies between the charges listed on my monthly bill and the agreed-upon subscription plan, and that was totally unexpected.
Feeling frustrated and aggravated by the inconsistency, I decided to address the matter directly with the customer service department of the internet company. I was determined that if they did not resolve the issue in a week or so, I would change my service provider. Therefore, I reached out to them via their helpline and spoke to a representative, detailing the specific billing discrepancies I had identified over the past few months. I even emailed the details to this person.
The customer service agent was attentive and understanding, and they assured me that they would investigate the issue promptly. They apologised for the inconvenience caused and assured me that corrective measures would be taken to rectify the billing errors. They took just a day and, in the end, my complaint resulted in a thorough review of my billing history by the company's finance team. They acknowledged the errors and promptly issued refunds for the overcharged amounts. Additionally, they updated my account to ensure that future bills would accurately reflect the terms of my subscription plan.
Looking back at the event and the experience, I felt a sense of relief and satisfaction knowing that my concerns had been addressed promptly and appropriately. The prompt resolution of the billing discrepancies reaffirmed my confidence in the company's commitment to customer satisfaction. It also underscored the importance of speaking up and advocating for myself when faced with issues that warrant attention.
Idea generation for this Candidate task card/ Cue card topic:
This topic asks you to describe a time when you made a complaint. To answer it effectively, you should talk about what the issue or problem was, who you made the complaint to, what happened after you raised the complaint, and how you felt about the overall experience. A nice answer should focus on a situation that involved genuine dissatisfaction, the steps you took to voice your concern, and the result or response you received. Here are a few ideas to help you develop your own answer.
1. Complaining about a faulty product I ordered online:
I once ordered a pair of wireless earbuds online, but when I received the package, one of them didn’t work. I emailed the customer service team, included photos, and requested a replacement. They apologised and sent a new set within a week. I was satisfied with their response and felt that the company valued customer feedback.
2. Complaint about a noisy hotel room during a trip:
During a vacation with my friends, we stayed at a hotel where the room was right next to the main road and extremely noisy at night. I complained to the front desk and asked if we could switch rooms. They were cooperative and moved us to a quieter floor. I appreciated their quick action and had a much better stay afterwards.
3. Raising a concern about a delayed train service:
Once, I had to travel for a job interview, and the train was delayed by more than two hours without any clear announcement. I complained to the railway authority via email and received an apology and partial refund. While the issue wasn’t fully resolved, I felt a bit better knowing my voice was heard.
4. Complaining about a rude waiter at a restaurant:
At a restaurant dinner with my family, the waiter was unusually rude and dismissive. I calmly spoke to the manager about our experience. The manager apologised, gave us a discount, and assured that it would be addressed. I appreciated their professionalism and left with a positive impression despite the incident.
5. Reporting poor internet service at home:
There was a period when our internet connection kept dropping, which disrupted my online classes. I contacted the service provider several times and eventually filed a formal complaint. A technician visited and fixed the wiring issue. I was relieved, though slightly annoyed that it took multiple complaints to resolve.
6. Complaint about a broken item at the gym:
At the gym I go to, the treadmill I regularly use had a broken belt, and no one seemed to be fixing it. I filled out a feedback form and later spoke to the manager. They repaired it within a couple of days. I felt good knowing my feedback helped improve the facility for everyone.
7. Filing a complaint about an incorrect electricity bill:
One month, my electricity bill was unusually high, almost double the normal amount. I visited the billing office and showed them previous bills and meter readings. After investigation, they corrected the mistake. I felt relieved and a bit more empowered after handling it effectively.
8. Complain about misbehaviour by a classmate during a group project:
In university, one of my group members was constantly rude and uncooperative. I tried resolving it informally, but later informed our professor. She took it seriously and spoke to the student. After that, the behaviour improved. I felt supported and glad that I stood up for myself and others.
9. Complaint to the landlord about water leakage:
There was a persistent water leakage from the ceiling in my rented apartment. I informed the landlord repeatedly, but nothing was done. Finally, I filed a formal written complaint. He then arranged for repairs within a few days. I was frustrated initially but glad that being persistent worked.
10. Complaining about loud music in the neighbourhood:
One weekend, my neighbours threw a late-night party with extremely loud music. It was disturbing everyone in the area. I politely knocked on their door and requested them to lower the volume. They apologised and turned it down. I felt a bit awkward but satisfied with the outcome.
Vocabulary for this Candidate task card/ Cue card topic:
When describing a time you complained about something, using specific vocabulary can effectively convey the nature of the issue, the process of your complaint, and its outcome. Thoughtful word choices will help you articulate your feelings and the overall impact of the situation, making your response both clear and relatable. Here are some relevant words and phrases:
Grievance: – A real or imagined wrong or other cause for complaint or protest, especially unfair treatment.
Example: My main grievance was the recurring issue with the faulty internet service.
Dissatisfaction: – Lack of satisfaction.
Example: I expressed my dissatisfaction with the quality of the product.
Substandard: – Of a quality that is inadequate or below standard.
Example: The service we received was absolutely substandard for the price we paid.
Defective: – Imperfect or faulty.
Example: The appliance turned out to be defective shortly after purchase.
Misconduct: – Improper behaviour.
Example: I complained about the staff member's rude and unprofessional misconduct.
Customer service representative: – A person who deals directly with customers to provide information, resolve issues, or handle complaints.
Example: I first contacted a customer service representative via phone.
Supervisor/Manager: – A person who supervises a person or an activity; a person responsible for controlling or administering all or part of a company or organisation.
Example: When my initial complaint wasn't resolved, I escalated it to the manager.
Formal complaint: – A complaint made according to an established procedure or set of rules.
Example: I decided to lodge a formal complaint in writing.
Verbal complaint: – A complaint made by speaking rather than in writing.
Example: My first attempt was a verbal complaint to the cashier.
Resolution: – The action of solving a problem, dispute, or contentious matter.
Example: I was hoping for a swift resolution to the problem.
Refund: – A sum of money paid back to a customer, especially when they return goods or services.
Example: The company offered a full refund as compensation for the inconvenience.
Compensation: – Something, typically money, awarded to someone in recognition of loss, suffering, or injury.
Example: Besides the refund, they also provided a small compensation.
Apology: – A regretful acknowledgment of an offense or failure.
Example: I received a sincere apology from the store manager.
Vindicated: – Cleared (someone) of blame or suspicion.
Example: I felt vindicated when my complaint was acknowledged as valid.
Frustrated: – Feeling or expressing distress and annoyance resulting from an inability to change or achieve something.
Example: Initially, I felt incredibly frustrated by the lack of response.
Relieved: – No longer feeling distressed or anxious; reassured.
Example: I felt relieved once the issue was finally resolved to my satisfaction.
If you prepare for the topic "Describe a time when you complained about something", you should be able to talk about the following topics as well:
1) Describe your experience of a service which was not good and you complained about.
2) Describe a review you read about a product or service.
3) Describe a time when you were not happy about something you bought.
4) Describe a product you bought online that you were not satisfied with.
5) Describe a time when you wrote a review of a product or a service.
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