Bên cạnh Hướng dẫn đề thi IELTS 21/11/2020 bài WRITING TASK 1 (map) về school library (kèm bài sửa cho HS đi thi), IELTS TUTOR Phân tích đề "Describe a time you make a complaint about/Describe a time when you made a complaint and were sastisfied with the result" IELTS SPEAKING
I. Đề bài
Describe a time you make a complaint about/Describe a time when you made a complaint and were sastisfied with the result
You should say:
- When it happened
- Who you complained to
- What you complained about
- And explain why you make a complaint about
II. Kiến thức liên quan
III. Phân tích
IELTS TUTOR lưu ý bám sát vào các câu hỏi cue card của IELTS TUTOR để bố cục bài nói nhé:
- When it happened
- It was about two months ago when the store where I always buy dairy products was out of stock, so I decided to find another store >> IELTS TUTOR lưu ý Cách dùng danh từ "product" tiếng anh
- Who you complained to
- I talked to the customer service staff to complain and request a change or refund
- What you complained about
- I came upon a store with a huge fanbase on Shopee and a high rating for product quality, after-sale service and logistics. >> IELTS TUTOR lưu ý Cách dùng "quality" tiếng anh
- I also read the comments left by other customers, especially the ones that were not so good to gain a full picture of the possible reasons for complaints.
- Therefore, I bought 2 cartons of Ensure cans from that store.
- When I received the product a few days later, I compared it with the one I was still using, which I’m 100% sure is original, and I found the packaging was flimsy, the product was of very bad quality, and the scent coming out of the can was totally different from the old one.
- And explain why you make a complaint about
- At first, I was furious because these products are fake.
- Then, I posted my disbelief and disappointment online and also talked to the customer service staff to complain and request a change or refund. >> IELTS TUTOR lưu ý Cách dùng danh từ "customer" tiếng anh
- Finally, he let me change it for another one and reimbursed me with the price difference.
IELTS TUTOR gợi ý bài tham khảo:
Well, the incident I'd like to share happened roughly two months back. It was quite a frustrating experience, to say the least.
So, there I was, on a regular grocery run, when I found that my usual store had run out of the dairy products I needed. Not one to settle, I decided to scout for alternatives.
I stumbled upon a store online that boasted a massive fanbase on Shopee, along with stellar ratings for product quality, after-sale service, and logistics. Intrigued, I delved into the customer feedback section, particularly paying heed to the less favorable reviews to get a comprehensive picture of potential issues.>> IELTS TUTOR có hướng dẫn kĩ SỬA BÀI IELTS WRITING TASK 2 ĐỀ THI THẬT NGÀY 22/8/2020 của HS IELTS TUTOR đạt 6.5 Writing
Armed with this knowledge, I opted to purchase two cartons of Ensure cans from this store. A few days later, my order arrived, and that's when the disappointment set in. Upon comparison with my trusted, original product, it was evident that the packaging was flimsy, the product itself subpar in quality, and the scent emanating from the can vastly different from what I was accustomed to.
Naturally, I was livid. The realization that I had been sold counterfeit goods was infuriating. I wasted no time expressing my disbelief and disappointment both online and to the customer service team, emphasizing the urgent need for either a replacement or a refund.
Thankfully, after some back-and-forth, the customer service representative agreed to exchange the counterfeit products for genuine ones and even reimbursed me for the price difference.
So, while it was a frustrating ordeal, it did teach me the importance of thorough research and scrutiny when making online purchases.
IV. Part 3
1. Who tends to complain more, older people or younger people?
In my opinion, older people tend to complain more frequently due to their life experience and different expectations. One main reason is that they often find it hard to adapt to fast-paced (adj. – nhanh và thay đổi nhanh / moving or changing quickly) environments, which leads to frustration. For instance, my grandfather constantly complains about the overcomplication (n. – sự phức tạp quá mức / making something more complicated than necessary) of smartphone apps, which he finds unfriendly. Another main point is that seniors are more habit-driven (adj. – dựa trên thói quen / controlled or influenced by habits), so any deviation from routine (n. – sự thay đổi khỏi thói quen / a change from what usually happens) irritates them. I remember my neighbor, an elderly woman, getting upset every time the local bus schedule changes, even slightly. In contrast, young people are more tech-savvy (adj. – thành thạo công nghệ / having good knowledge of modern technology) and flexible, so they’re less sensitive to minor issues. However, younger generations may vent more on social media, which doesn’t always count as formal complaints. So, in daily life, older people complain more vocally, while the young may choose to express dissatisfaction indirectly.
2. What do people usually complain about?
People generally complain about poor service quality and unmet expectations in both public and private sectors. One major reason is that customers feel disappointed when there is a lack of professionalism (n. – sự thiếu chuyên nghiệp / failure to behave in a professional manner) from service providers. For example, if someone books a hotel and finds the room dirty or the staff unhelpful, it's natural for them to voice their dissatisfaction. Another common complaint revolves around daily inconveniences (n. – sự bất tiện hàng ngày / minor but annoying problems in everyday life), like traffic congestion or noise pollution. A friend of mine, for instance, regularly complains about the never-ending (adj. – không bao giờ kết thúc / continuing for a long time without stopping) roadwork near her house. In modern cities, people are increasingly time-conscious (adj. – để ý thời gian / always aware of time or time limits), so any disruption makes them more irritable. Also, bureaucratic delays (n. – sự trì hoãn do thủ tục hành chính / slow processes in government or large organizations) often trigger complaints, especially when people are forced to wait unnecessarily. In short, people complain when reality falls short of what they were promised.
3. How should shops deal with customer complaints?
Shops should handle customer complaints with tact and professionalism (n. – sự khéo léo và chuyên nghiệp / sensitivity in dealing with others, especially in difficult situations) to avoid damaging their reputation. First and foremost, they need to offer a sincere apology (n. – lời xin lỗi chân thành / a genuine expression of regret), followed by a clear explanation and a quick solution. For example, if a customer receives a defective item, the shop should offer an immediate refund or replacement without making excuses. Another effective strategy is having a well-trained support team (n. – đội ngũ hỗ trợ được đào tạo tốt / customer service staff who know how to handle complaints efficiently) ready to address issues on the spot (idiom – ngay lập tức / immediately and in the location where the issue happens). My favorite bookstore once gave me a free voucher after a delivery delay, which restored my trust completely. Shops that act swiftly and professionally can turn a complaint into a customer retention opportunity (n. – cơ hội giữ chân khách hàng / chance to keep customers loyal). On the other hand, ignoring or dismissing concerns often leads to negative word-of-mouth (n. – truyền miệng tiêu cực / customers sharing bad experiences with others). So, dealing with complaints the right way can boost customer loyalty (v. – tăng sự trung thành của khách / improve the likelihood that customers will return) in the long run.
4. Is it better to complain in person or by message?
It really depends on the situation, but I think complaining in person is generally more effective. The main advantage is that it allows for immediate feedback and a chance to explain the issue clearly using tone and body language. For example, I once got overcharged at a restaurant, and by talking to the manager directly, the issue was resolved in minutes. On the other hand, written complaints, such as emails or messages, are better for record-keeping purposes (n. – mục đích lưu hồ sơ / to have written proof of a situation) or when you need to file a formal complaint. I sent an email to an airline once when they lost my luggage, and the written record helped me get compensation faster. Additionally, written complaints work well when the situation is too emotionally charged (adj. – mang tính cảm xúc mạnh / likely to cause strong feelings), giving the complainer time to cool down. While texting or emailing may feel impersonal, it ensures the message is unambiguous (adj. – rõ ràng, không mơ hồ / clear and not open to more than one interpretation). Overall, I believe in-person complaints work best for quick fixes, while messages suit formal or complex matters.>> tham khảo CẦN VIẾT & THU ÂM BAO NHIÊU BÀI ĐỂ ĐẠT 8.0 SPEAKING & 7.0 WRITING?
5. Do young people complain more than old people?
Yes, in some ways, young people tend to complain more, but the nature of their complaints is different. They often raise issues related to social injustice (n. – bất công xã hội / unfair treatment in society), mental health, or job dissatisfaction. For example, many young professionals post complaints online about toxic work environments (n. – môi trường làm việc độc hại / workplaces that harm mental or emotional well-being). On the other hand, older generations usually focus on practical annoyances like healthcare services or public transportation delays. One reason why young people seem more vocal is that they are more digitally connected (adj. – kết nối kỹ thuật số / using digital platforms to share or access information) and use social media to express themselves. Moreover, today’s youth are taught to advocate for their rights (v. – đấu tranh cho quyền lợi / speak up in favor of their entitlements), whereas older people may be more reserved. That said, older individuals still complain, just less publicly and often in person. Ultimately, both groups complain, but young people are more outspoken (adj. – thẳng thắn, nói ra vấn đề / willing to speak openly) and do it in a more visible way.
🔍 New Vocabulary & Definitions
fast-paced (adj.): moving or changing quickly – nhanh và thay đổi liên tục
overcomplication (n.): making something unnecessarily complex – sự phức tạp hóa quá mức
habit-driven (adj.): guided or influenced by routines – bị ảnh hưởng bởi thói quen
deviation from routine (n.): change from the usual way – sự lệch khỏi thói quen
tech-savvy (adj.): good with modern technology – thành thạo công nghệ
lack of professionalism (n.): unprofessional behavior – thiếu chuyên nghiệp
daily inconveniences (n.): minor but annoying everyday problems – những điều bất tiện hàng ngày
never-ending (adj.): continuing without stopping – không bao giờ kết thúc
time-conscious (adj.): very aware of time and delays – để ý thời gian
bureaucratic delays (n.): slowdowns due to official procedures – sự trì hoãn do thủ tục hành chính
tact and professionalism (n.): sensitivity and skill in handling situations – sự khéo léo và chuyên nghiệp
sincere apology (n.): honest expression of regret – lời xin lỗi chân thành
well-trained support team (n.): customer service staff trained well – đội ngũ hỗ trợ được đào tạo tốt
on the spot (idiom): immediately – ngay lập tức
customer retention opportunity (n.): chance to keep customers – cơ hội giữ chân khách hàng
negative word-of-mouth (n.): bad feedback shared between people – truyền miệng tiêu cực
record-keeping purposes (n.): to have official documentation – mục đích lưu giữ hồ sơ
emotionally charged (adj.): filled with strong emotions – mang tính cảm xúc mạnh
unambiguous (adj.): clear and not confusing – rõ ràng, không mơ hồ
social injustice (n.): unfair treatment in society – bất công xã hội
toxic work environments (n.): mentally unhealthy workplaces – môi trường làm việc độc hại
digitally connected (adj.): using digital tools to communicate – kết nối kỹ thuật số
advocate for their rights (v.): speak up for fairness – đấu tranh cho quyền lợi
more outspoken (adj.): saying things openly – thẳng thắn, hay nói ra ý kiến
🟨 Example Synonyms & Antonyms (For “fast-paced”)
Synonyms (từ đồng nghĩa): rapid, hectic, dynamic
Antonyms (từ trái nghĩa): slow, unhurried, relaxed
IELTS TUTOR gợi ý bài tham khảo:
“Older people often find it hard to adapt to fast-paced environments...”
→ Người lớn tuổi thường thấy khó thích nghi với môi trường thay đổi nhanh...
⚙️ Difficult Grammar Structures Used
Non-defining relative clause
→ IELTS TUTOR gợi ý bài tham khảo: Young people, who are more digitally connected, tend to voice their concerns online.
→ Giới trẻ, những người kết nối kỹ thuật số hơn, thường bày tỏ sự bất mãn trên mạng.Inversion after negative adverbials
→ IELTS TUTOR gợi ý bài tham khảo: Not only do older people complain vocally, but they also resist changes more strongly.
→ Không những người già hay phàn nàn bằng lời, mà họ còn phản đối sự thay đổi mạnh mẽ hơn.Conditional with modal verbs
→ IELTS TUTOR gợi ý bài tham khảo: If the shop had addressed the issue sooner, it would have avoided negative word-of-mouth.
→ Nếu cửa hàng giải quyết vấn đề sớm hơn, họ đã tránh được tiếng xấu truyền miệng.
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