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How to complain about a product or poor service


You should spend about 40 minutes on this task.

Present a written argument or case to an educated reader with no specialist knowledge.

Write about the following topic:

When people need to complain about a product or poor service, some prefer to complain in writing and others prefer to complain in person. Which method do you think is more effective? Why?

Give reasons for your answer and include any relevant examples from your own knowledge or experience.

Write at least 250 words.

Sample Answer:

In today’s consumer-driven society, the need to voice complaints about products or services is inevitable. While some individuals prefer to express their grievances in writing, others opt for face-to-face interaction. Both methods have their own merits, but in my opinion, complaining in person is more effective for several reasons.

Firstly, complaining in person allows for immediate and direct communication with the relevant party. This enables the complainant to convey their concerns with clarity and emotion, which can often lead to a more empathetic and understanding response from the recipient. In contrast, written complaints may lack the personal touch and can be easily misinterpreted, leading to a delayed or inadequate resolution.

Furthermore, complaining in person provides the opportunity for real-time problem-solving. When a customer expresses their dissatisfaction face-to-face, the recipient is more likely to take immediate action to rectify the situation in order to salvage the customer relationship. This can result in a quicker and more satisfactory resolution compared to the back-and-forth correspondence that often accompanies written complaints.

Additionally, complaining in person allows for non-verbal cues to be expressed, such as body language and tone of voice, which can convey the severity of the issue more effectively than written words. These non-verbal cues can elicit a more empathetic response from the recipient and can also help to build rapport and trust between the two parties.

However, it is important to acknowledge that written complaints also have their advantages, such as providing a documented record of the grievance and allowing for careful consideration of the complaint before responding. Nevertheless, the immediacy, directness, and emotional impact of complaining in person make it the more effective method in my view.

In conclusion, while both methods of complaining have their own strengths, I believe that complaining in person is more effective due to its ability to facilitate direct communication, immediate problem-solving, and the conveyance of non-verbal cues. This can lead to a more empathetic and timely resolution of the complaint, ultimately resulting in greater customer satisfaction.

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