Describe An Occasion When You Heard Someone Complaining About Something In A Restaurant: IELTS Speaking Cue Card

You should say

  • When and where it happened?
  • What did he/she complain about?
  • What was the result?
  • How did you feel about the experience?

Band 6-7

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So, an occasion where I actually heard someone complain was during my visit to a restaurant which is actually a restaurant cum bakery and it happened last week and apparently it's called the Orange Bakers and it is located at Angamaly. Now the thing that happened on that particular day was that the server was down and because of this the UPI service was not working but in addition to this also at the same time which would be quite a coincidence was that the restaurant did not actually have change. So, a person who was rather in a hurry wanted to give the money fast and leave but then he had a I believe he had to pay less than 500 it was around 240 rupees but then he had a 500 rupees note and then the person didn't have the change for that. So, it was a disagreement they were fighting with each other you know one person is not listening to the other and they created quite a commotion in the place. So, I decided that at least if I step in then the problem might reduce itself. So, I offered to help what I did was that I told to the person that okay fine you do a thing you send me the money through UPI and I will pay it along with my money. So, in that way it will be in some way or the other the change problem will be reduced because I think that day I consumed around 320 rupees worth food. So, with 320 plus that person's money would be enough as a change. So, there won't be a change problem in this situation. And I would say that this event was quite eye opening to myself because you know when I saw this event in the third party perspective I thought that why were these two fighting why can't they solve it. But when I came closely I understood that they were fighting because of this I understood different perspectives and I felt over the moon that I was able to assist them. And yes and oh yeah that's it that's all.

Follow up questions


What do you think about the importance of customer service in restaurants?
Customer service is crucial in restaurants as it directly affects the dining experience. Good service can enhance customer satisfaction, while poor service can lead to complaints and a negative reputation. In my experience, attentive and understanding staff can turn a frustrating situation into a positive one.

Have you ever had a similar experience in a restaurant?
Yes, I have encountered situations where there were issues with orders or service. In one instance, my food took too long to arrive, and I saw other customers getting frustrated. It reminded me of the importance of communication and how addressing concerns promptly can help maintain a pleasant atmosphere.

How do you think restaurants can improve their service?
Restaurants can improve their service by training staff to handle complaints effectively, ensuring they have adequate change and payment options, and maintaining open communication with customers. Regular feedback from patrons can also help identify areas for improvement and enhance overall service quality.

Band 6-7

00:00

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00:00

Recently, one month ago, when I went to the restaurant called as ITC Narmada, the person who was sitting in the table in front of me, complained about how the food quality was not at par as before and he was very angry because the restaurant was rated as 5 star and according to it, the food has to be the best. So he called the manager and said about this situation. So after hearing, the manager was deeply concerned about the quality and also requested the customer to please wait there while he brings the new fresh plate of food. And also he ensured that next time if it happens, the whole bill of food will be on the restaurant. So I feel that the managers and the restaurant is very responsible about their actions and also worked upon it very well.

Follow up questions


What do you think are the main reasons for complaints in restaurants?
I believe the main reasons for complaints in restaurants often include poor food quality, slow service, and unclean environments. Customers expect a certain standard, especially in high-rated places, and when those expectations aren't met, they feel compelled to voice their dissatisfaction.

How should restaurant staff handle customer complaints?
Restaurant staff should listen attentively to the customer's concerns, apologize sincerely, and take immediate action to resolve the issue. It's important to ensure the customer feels heard and valued, which can help turn a negative experience into a positive one.

Have you ever complained about food or service in a restaurant? What happened?
Yes, I once complained about a cold meal at a restaurant. The staff was very understanding and quickly replaced my dish with a freshly prepared one. They also offered me a complimentary dessert as an apology, which made me feel appreciated as a customer.

Band 6-7

00:00

/

00:00

The situation I am going to describe is about the occasion I faced in a Maitreya restaurant in Hyderabad on 10th of May. The complaint is about the taste of the food, chicken 65, a starter. So the lady, she complained that the taste of the chicken 65 is little bit salty. So immediately the management of hotel, restaurant, they took back the food which they placed to her and gave her another chicken 65 recipe keeping the old one away and the feedback of this was good from her. From this, it was like I learnt that we have to be very bold to our opinion. Since we are paying amount to them for the food we are eating, so it should be in our desired way so that we can have a good food and good time in the restaurant. Overall it was a good lesson.

Follow up questions


How do you think restaurants should handle customer complaints?
I believe restaurants should take customer complaints seriously and respond promptly. They should listen to the customer's feedback, offer solutions, and ensure that the issue is resolved to the customer's satisfaction. This not only improves the dining experience but also builds customer loyalty.

Have you ever complained about food in a restaurant? What happened?
Yes, I once complained about a dish that was undercooked. The staff was very understanding and immediately replaced the dish with a properly cooked one. They even offered me a complimentary dessert as an apology, which made me feel valued as a customer.

Why do you think people are hesitant to complain in restaurants?
Many people hesitate to complain because they fear confrontation or worry about being seen as difficult. Others might think that their complaint won't lead to any change or that it will ruin their dining experience. However, it's important to voice concerns to improve service.

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Band 5-6

00:00

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00:00

The day before yesterday, me and my friend went to one of restaurant in our area. We ordered our menu and waiting for our order. That time suddenly we heard someone yelling at waiter. I heard carefully, then I realized a lady yelling on waiter, complaining to manager as she get different order. Waiter trying to explain her that because of rush in restaurant, it happened mistakenly and he apologized. But the woman not understand. I feel bad about that waiter as that woman try to understand his situation.

Follow up questions


How do you think restaurants can improve their service during busy times?
I believe restaurants can improve their service by hiring more staff during peak hours, training employees to handle complaints better, and implementing a more efficient order management system. This way, they can reduce mistakes and ensure customers have a better experience.

Have you ever complained about a service in a restaurant? What happened?
Yes, I once complained about a long wait time at a restaurant. I politely spoke to the manager, who apologized and offered us a discount on our meal. It was handled well, and I appreciated their response, which made me feel valued as a customer.

What do you think is the best way to handle complaints in a restaurant?
I think the best way to handle complaints is to listen actively to the customer, apologize sincerely, and offer a solution. It's important for staff to remain calm and professional, as this can help de-escalate the situation and make the customer feel heard.
Show all 4 answers

Cue 1:When and where it happened?

  • Begin by setting the scene, mentioning the restaurant's name and location.
  • Include the time of day and the occasion for being at the restaurant.

Example

It was a Saturday evening, and I was dining at a popular Indian restaurant in my city called 'Spice Junction'. I was there with my family to celebrate my sister's birthday.


Cue 2:What did he/she complain about?

  • Describe the specific complaint made by the person, focusing on details.
  • Mention how the complaint was expressed, whether it was loud, polite, or frustrated.

Example

While we were enjoying our meal, I noticed a couple at the next table complaining about their food. The woman was particularly upset because her biryani was cold and lacked flavor. She raised her voice slightly, making it clear she was not satisfied.


Cue 3:What was the result?

  • Explain how the restaurant staff responded to the complaint.
  • Mention any actions taken to resolve the issue, such as offering a replacement or an apology.

Example

The waiter quickly approached their table after hearing the complaint. He apologized sincerely and offered to replace the dish with a freshly made one. The couple seemed to appreciate the prompt response and agreed to try a different dish.


Cue 4:How did you feel about the experience?

  • Share your personal feelings about witnessing the complaint.
  • Reflect on how the restaurant handled the situation and its impact on your dining experience.

Example

I felt a bit uncomfortable at first, as I didn’t want the atmosphere to be ruined. However, I was impressed by how the restaurant staff handled the situation. Their quick response made me feel confident about the service, and it didn’t affect our celebration.


Conclusion

    Example

    Overall, witnessing that complaint taught me the importance of good customer service. It showed me that even when things go wrong, how a restaurant responds can make a significant difference in a customer's experience.


    Following this structure will ensure you cover all the essential points while providing a clear and engaging response to the cue card topic.


    Tips to answer this Cue Card

    1: Vague Descriptions

    Avoid being too vague in your answers. Providing unclear details can make your response less engaging and informative.

    bulb icon

    Tip

    Use specific examples and descriptive language to clearly convey the situation, including the setting and the nature of the complaint.


    2: Ignoring Emotional Impact

    Neglecting to express your feelings about the experience can make your response less personal and relatable.

    bulb icon

    Tip

    Share your emotions regarding the complaint and how it affected your perception of the restaurant experience.


    Lack of Structure

    A disorganized response can confuse the listener and weaken your overall message. Structure is key.

    bulb icon

    Tip

    Follow a clear structure: start with when and where, then describe the complaint, the result, and finally your feelings about it.


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    All Answers

    Here are all the answers by real-users practicing speaking for IELTS Cue Cards on our IELTS Prep App.

    Band 6-7

    The situation I am going to describe is about the occasion I faced in a Maitreya restaurant in Hyderabad on 10th of May. The complaint is about the taste of the food, chicken 65, a starter. So the lady, she complained that the taste of the chicken 65 is little bit salty. So immediately the management of hotel, restaurant, they took back the food which they placed to her and gave her another chicken 65 recipe keeping the old one away and the feedback of this was good from her. From this, it was like I learnt that we have to be very bold to our opinion. Since we are paying amount to them for the food we are eating, so it should be in our desired way so that we can have a good food and good time in the restaurant. Overall it was a good lesson.

    Band 6-7

    Recently, one month ago, when I went to the restaurant called as ITC Narmada, the person who was sitting in the table in front of me, complained about how the food quality was not at par as before and he was very angry because the restaurant was rated as 5 star and according to it, the food has to be the best. So he called the manager and said about this situation. So after hearing, the manager was deeply concerned about the quality and also requested the customer to please wait there while he brings the new fresh plate of food. And also he ensured that next time if it happens, the whole bill of food will be on the restaurant. So I feel that the managers and the restaurant is very responsible about their actions and also worked upon it very well.

    Band 6-7

    So, an occasion where I actually heard someone complain was during my visit to a restaurant which is actually a restaurant cum bakery and it happened last week and apparently it's called the Orange Bakers and it is located at Angamaly. Now the thing that happened on that particular day was that the server was down and because of this the UPI service was not working but in addition to this also at the same time which would be quite a coincidence was that the restaurant did not actually have change. So, a person who was rather in a hurry wanted to give the money fast and leave but then he had a I believe he had to pay less than 500 it was around 240 rupees but then he had a 500 rupees note and then the person didn't have the change for that. So, it was a disagreement they were fighting with each other you know one person is not listening to the other and they created quite a commotion in the place. So, I decided that at least if I step in then the problem might reduce itself. So, I offered to help what I did was that I told to the person that okay fine you do a thing you send me the money through UPI and I will pay it along with my money. So, in that way it will be in some way or the other the change problem will be reduced because I think that day I consumed around 320 rupees worth food. So, with 320 plus that person's money would be enough as a change. So, there won't be a change problem in this situation. And I would say that this event was quite eye opening to myself because you know when I saw this event in the third party perspective I thought that why were these two fighting why can't they solve it. But when I came closely I understood that they were fighting because of this I understood different perspectives and I felt over the moon that I was able to assist them. And yes and oh yeah that's it that's all.

    Band 5-6

    The day before yesterday, me and my friend went to one of restaurant in our area. We ordered our menu and waiting for our order. That time suddenly we heard someone yelling at waiter. I heard carefully, then I realized a lady yelling on waiter, complaining to manager as she get different order. Waiter trying to explain her that because of rush in restaurant, it happened mistakenly and he apologized. But the woman not understand. I feel bad about that waiter as that woman try to understand his situation.
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