Dialogue

Vocabulary

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Lesson Notes

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Lesson Transcript

INTRODUCTION
Daniel: Hello, this is Daniel.
Chihiro: Hi everyone. Ordering Pizza Part 3.
Daniel: Chihiro, what are we looking at today?
Chihiro: In this lesson, you will learn how to make a complaint.
Daniel: This conversation takes place on the telephone
Chihiro: The conversation is between the boss of the pizza shop and a customer.
Daniel: The speakers have never met, but the conversation is casual.
Chihiro: Let’s listen to the conversation.
DIALOGUE
Boss: Rock 'n' Roll Pizza! May I help you?
Yu: Yes. I'd like to file an official complaint against one of your delivery guys.
Boss: Oh, I'm sorry to hear that. What happened?
Yu: Well, your delivery guy was more than an hour late and the pizza was cold. I hate cold pizza.
Boss: How could you not like cold pizza? It's the best. When you get up in the morning, all tired, it's the best thing in the world….
Yu: Did you guys rehearse?!?!?!? Ugh. Anyway, that's not my point. He came really late and brought me food I couldn't eat.
Boss: Well, I'm real sorry to hear that. We'll make sure it never happens again.
Yu: And when I complained about his tardiness, he made up excuses and lies!
Boss: That is really unacceptable.
Yu: What are you going to do about it?
Boss: We'll train our delivery personnel and send out warning e-mails to all staff to make sure it never happens again.
Yu: That's not good enough. I've been a regular customer for more than five years. I deserve better treatment. I think I deserve a free pizza.
Boss: I'm sorry sir. We don't do that.
Yu: Do I get a free Coke at least?
Boss: Nice try.
Yu: So you're not going to make up for your terrible service? You're losing a great customer. I order pizza every Friday…(gets cut off)
Boss: Keep on Rockin' with Rock 'n' Roll Pizza!
(hangs up)
POST CONVERSATION BANTER
Chihiro: I guess the complaining didn't do much after all!
Daniel: Yeah, how bad is that!? People will usually complain about a service if they think it is poor. If the complaint is made in a restaurant or about food, the customer usually receives something free.
Chihiro: This could be anything from a free meal, drink, or dessert, and it's to keep the client happy and satisfied for future possible business. Poor service businesses like the one in the dialogue that do not address the complaint is bad customer service...
Daniel: ... And bad for business as well.
VOCAB LIST
Chihiro: Let's take a look at the vocabulary for this lesson. What’s the first word?
Daniel: official [natural native speed]
Chihiro: describing something approved by authority
Daniel: official [slowly - broken down by syllable]
Daniel: official [natural native speed]
Next:"
complaint [natural native speed]
Chihiro: statement that you are unhappy with something
complaint [slowly - broken down by syllable]
complaint [natural native speed]
Next:"
Daniel: delivery [natural native speed]
Chihiro: act of taking something to a person or place
Daniel: delivery [slowly - broken down by syllable]
Daniel: delivery [natural native speed]
Next:"
guy [natural native speed]
Chihiro: man
guy [slowly - broken down by syllable]
guy [natural native speed]
Next:"
Daniel: to rehearse [natural native speed]
Chihiro: to say or do something several times in order to
practice
Daniel: to rehearse [slowly - broken down by syllable]
Daniel: to rehearse [natural native speed]
Next:"
tardiness [natural native speed]
Chihiro: act of being late
tardiness [slowly - broken down by syllable]
tardiness [natural native speed]
Next:"
Daniel: excuse [natural native speed]
Chihiro: explanation for mistakes or bad behavior
Daniel: excuse [slowly - broken down by syllable]
Daniel: excuse [natural native speed]
Next:"
unacceptable [natural native speed]
Chihiro: not pleasing, not acceptable
unacceptable [slowly - broken down by syllable]
unacceptable [natural native speed]
Next:"
Daniel: personnel [natural native speed]
Chihiro: people who work for a company
Daniel: personnel [slowly - broken down by syllable]
Daniel: personnel [natural native speed]
Next:"
to deserve [natural native speed]
Chihiro: used to say that someone should be given something
to deserve [slowly - broken down by syllable]
to deserve [natural native speed]
VOCAB AND PHRASE USAGE
Chihiro: Let’s take a closer look at the usage for some of the words and phrases from this lesson.
Daniel: The first phrase we’ll look at is, “To file an official complaint.” This is a phrase used by people when they want to criticize something in a formal manner, and often the person expects something in return. In the dialogue the customer says, “I'd like to file an official complaint against one of your delivery guys,” which means that he wants to
criticize the delivery guy in a formal way and that he also expects something in return to make up for the
bad service.
Chihiro: ...Which he pushed for but didn't get in the end. Here's another example, “I filed a complaint about the
noise next door.” Here, I perhaps called the police about the disturbance next door, and I expected the
noise to stop. Daniel, what are some other variations of this phrase?
Daniel: To issue a complaint, to submit a complaint, and to lodge a complaint.
Chihiro: Right. Now let's take a look at the grammar point for this lesson.

Lesson focus

Chihiro: “Can,” “could,” and “may” are modal verbs, which are a form of auxiliary verbs. They are used before other verbs to show ability or possibility. We'll look at “could” and “may” in this lesson.
Daniel: “Could” is used to talk about the past. For example, “She could ride her bicycle at an early age.” In the dialogue, the negative form is used. “He came really late and brought me food that I couldn’t eat.”
Chihiro: “Could” is often used to make polite requests as well. For example, “Could you take care of our dog while we’re on vacation? “May” is an even more formal way to make the same request as in, “May I use the restroom?”
The phrase “May I help you?” in the dialogue is a common phrase used for any type of customer service.
Daniel: Some people believe that using “can” and “could” for asking permission are not correct. However, in recent years, it has become common.
Chihiro: Since the word “could” is a modal verb, it is also an auxiliary verb and sentences with it follow the pattern of other auxiliary verbs. In statements the word order is, subject + “could/may” + verb. For example,
Daniel: “I could play basketball.”
Chihiro: In questions, the order is, “could/may” + subject + verb, as in,
Daniel: “Could you swim?”
Chihiro: When using modals like “could,” the word “to” is not used before the infinitive which is the dictionary verb form like with other kinds of verbs. For example, “I could play piano” is never “I could to play piano.”
Daniel: They also don't have “-s” when the subject is 3rd person singular. For example, “He could dance” is never “He coulds dance.”
Chihiro: And the last point is that questions and negatives do not use the word “do” with modals. For example, “Could you finish the report?” is never “Do you could finish the report?”

Outro

Chihiro: Well, that just about does it for today.
Chihiro: See you all later.
Daniel: Bye.
REPETITION OF DIALOGUE
Boss: Rock 'n' Roll Pizza! May I help you?
Yu: Yes. I'd like to file an official complaint against one of your delivery guys.
Boss: Oh, I'm sorry to hear that. What happened?
Yu: Well, your delivery guy was more than an hour late and the pizza was cold. I hate cold pizza.
Boss: How could you not like cold pizza? It's the best. When you get up in the morning, all tired, it's the best thing in
the world….
Yu: Did you guys rehearse?!?!?!? Ugh. Anyway, that's not my point. He came really late and brought me food I
couldn't eat.
Boss: Well, I'm real sorry to hear that. We'll make sure it never happens again.
Yu: And when I complained about his tardiness, he made up excuses and lies!
Boss: That is really unacceptable.
Yu: What are you going to do about it?
Boss: We'll train our delivery personnel and send out warning e-mails to all staff to make sure it never happens again.
Yu: That's not good enough. I've been a regular customer for more than five years. I deserve better treatment. I
think I deserve a free pizza.
Boss: I'm sorry sir. We don't do that.
Yu: Do I get a free Coke at least?
Boss: Nice try.
Yu: So you're not going to make up for your terrible service? You're losing a great customer. I order pizza
every Friday…(gets cut off)
Boss: Keep on Rockin' with Rock 'n' Roll Pizza!
(hangs up)

74 Comments

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EnglishClass101.com Verified
Tuesday at 10:17 AM
Your comment is awaiting moderation.

Hello Jeisson,


Thank you for getting in touch. 👍


You could say "How could you not like cold pizza?" - this is quite informal speech and means something similar to "I can't believe you don't like cold pizza!"


I hope this is helpful to you. 😄👍


Sincerely,

Éva

Team EnglishClass101.com

Jeisson
Sunday at 02:16 AM
Your comment is awaiting moderation.

Hello everybody


In the dialogue, the pizza restaurant boss said to the customer: How could you not like the cold pizza ?


I ask you, is an incorrect way to say: How couldn't you like the cold pizza ?


Thank you all

EnglishClass101.com Verified
Thursday at 06:06 PM
Your comment is awaiting moderation.

Hello Teresa,


Thanks for the feedback!


We’re very happy to have you here.


If you ever have any questions, please let us know! 😉


Sincerely,

Éva

Team EnglishClass101.com

Teresa Reyno
Thursday at 05:20 PM
Your comment is awaiting moderation.

In this lessons I have learned a lot .Thank you❤️️

EnglishClass101.com Verified
Saturday at 06:34 AM
Your comment is awaiting moderation.

Hello Simona,


Thanks for taking the time to ask us your question.


It would depend on the circumstance but I would suggest the latter - "Sorry for the delay." This is more commonly used. "Tardiness" tends to refer to a common habit of being late. In a work situation, it wouldn't be good to be known as being "tardy."


I hope this is helpful to you. 😄👍 Have a lovely holiday season!


Regards,

Éva

Team EnglishClass101.com

Simona Riboldi
Friday at 12:14 AM
Your comment is awaiting moderation.

Hi guys! Can I say " Sorry for my tardiness" or is better " Sorry for the delay" ?

EnglishClass101.com Verified
Thursday at 06:25 PM
Your comment is awaiting moderation.

Hello Jason,


Thanks for taking the time to ask us your questions. 😄


The word "file" in this context means to submit / put on record.


In the context you mentioned the word "address" means to highlight / think about or deal with a problem.


I hope this is helpful to you. 😄👍


Sincerely,

Éva

Team EnglishClass101.com

Jason
Wednesday at 07:42 PM
Your comment is awaiting moderation.

Hi teacher,

I have 2 questions for asking.

This sentence "I'd like to file an official complaint against one of your delivery guys.".

What is the meaning of the word "file"? Is it the same as the "talk about"?

Another one is "Poor service businesses like the one in the dialogue that do not address the complaint offer bad customer service, which is bad for the business as well.".

What is the meaning of the word "address"?

Thanks.

Jason

EnglishClass101.com Verified
Tuesday at 04:24 PM
Your comment is awaiting moderation.

‪Hello Amer,


Thanks for taking the time to ask us your questions. 👍


In relation to the cold pizza question, you can say either of those.


Regarding your other question, it would be correct to say "...your delivery guy was late by more than an hour..." (you need the word 'by' in there).


I hope this is helpful to you. 😄👍


Sincerely,

Éva

Team EnglishClass101.com

‪Amer Alkathiri‬‏
Tuesday at 12:42 AM
Your comment is awaiting moderation.

Which one is correct: How could you not like cold pizza? or How couldn't you like cold pizza?