Describe A Bad Service You Received In A Restaurant/Shop

Describe a bad service you received in a restaurant/shop.

You should say:

When and where it happened?
What happened?
How it was solved?
And explain how you felt about the experience?

Note: 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:

Customer service plays a crucial role in any business, shaping the overall customer experience. However, there are times when this service falls short of expectations. One such instance that I recall was when I received poor service at a restaurant.

When and where it happened?
This incident took place a few months ago at a local restaurant that I used to frequent. I had gone there for dinner with a few friends.

What happened?
We were seated promptly, but that’s where the good service ended. Our waiter seemed disinterested and inattentive.

We had to repeatedly ask for water refills and it took an unusually long time for our food to arrive. When the food finally came, one of the dishes was not what we had ordered.

How it was solved?
We brought these issues to the attention of the manager. He apologized for the mix-up and the poor service. He assured us that he would speak to the waiter about his behavior.

The incorrect dish was replaced without any additional charge and they offered us a complimentary dessert as a gesture of goodwill.

Explain how you felt about the experience?
Despite the manager’s efforts to rectify the situation, the experience left a sour taste. Dining out is not just about the food, but also about enjoying a relaxing and pleasant experience.

The poor service we received that day was disappointing and it impacted our overall dining experience.

Overall, this experience served as a reminder of how crucial good customer service is in shaping a customer’s overall experience. It’s not just about rectifying mistakes, but also about preventing them from happening in the first place.

IELTS Speaking Part 3 : Follow up Questions

Here some examples of follow up questions that you may asked during your speaking part 3 by examiner related to cue card “describe a bad service you received in a restaurant/shop”.

1. How do most people respond to bad services?
When people receive bad services, most of them might feel unhappy or frustrated. They may talk to the person providing the service to express their concerns or ask for a solution. Some people might also share their bad experiences with friends and family or write reviews online to warn others about the bad service

2. Do you think services are better now than in the past?
Services today are generally considered better than in the past because of advancements in technology and higher standards. With modern technology, services can be faster and more convenient. However, some people might still think that in the past, services were more personal and caring compared to today’s more automated and impersonal approach.

3. What kind of services are bad services?
I think not all services are bad services, only when a particular service fails to fulfill its offering than we can call it a bad service. For example if a restaurant does not serve good quality food or delays the service, it can be called as a bad service.

4. Why do some people choose to remain silent when they receive bad services?
Some people choose to remain silent because they think it is a waste of time to complaint against bad service. They think it might lead to unnecessary argument which they want to avoid.

5. Who should be responsible for bad services?
I think it depends on the situation but mostly the person who is providing the service should be held responsible because it is their duty to make sure that customers are not disappointed.

6. As a boss, what would you do to prevent bad services?
As a boss, I would make sure that everything is well organised and the staff is trained well to handle all the requests. Also, I will train them to be polite with the customers.

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