IELTS Speaking Questions, Model Answers & Vocabulary

Part 3Topic 8 - Food & DrinkEasy-Intermediate

How do most people respond to bad service?

Hầu hết mọi người phản ứng như thế nào khi gặp phải dịch vụ tồi tệ?

[POINT]Point

Most people respond to bad service by complaining, asking for a solution or deciding not to return.

[EXPLAIN]Explain

If the problem is serious, they may ask for a refund or leave a negative review online.

[EXAMPLE]Example

A customer who repeatedly receives poor service may simply vote with their feet and choose another business.

[EXTEND]Extend

The response usually depends on the cost, seriousness of the problem and how politely the company tries to fix it.

Part 3Topic 8 - Food & DrinkEasy-Intermediate

Why do some people choose to remain silent when they receive poor customer service?

Tại sao một số người lại chọn cách im lặng khi nhận được dịch vụ khách hàng kém?

[POINT]Point

Some people remain silent because they want to avoid confrontation or feel that complaining is not worth the effort.

[EXPLAIN]Explain

Social discomfort can make people worry that a complaint will create an awkward situation.

[EXAMPLE]Example

A customer may accept a poor meal because they are in a hurry or have low expectations that the problem will be fixed.

[EXTEND]Extend

Silence does not mean satisfaction; sometimes it simply reflects personality, time pressure or lack of confidence.

Part 3Topic 8 - Food & DrinkEasy-Intermediate

Who should be responsible for poor customer service?

Ai phải chịu trách nhiệm về chất lượng dịch vụ khách hàng kém?

[POINT]Point

Responsibility for poor service should usually be shared between employees and management.

[EXPLAIN]Explain

Staff must take responsibility for their own behaviour, but managers control training, staffing and service systems.

[EXAMPLE]Example

If one employee is rude, that may be an individual problem, while repeated service failures suggest weak management.

[EXTEND]Extend

The fairest approach is to identify the real cause rather than blaming the nearest employee automatically.

Part 3Topic 8 - Food & DrinkEasy-Intermediate

As a boss, what would you do to prevent bad service?

Nếu là người quản lý, bạn sẽ làm gì để ngăn chặn dịch vụ kém chất lượng?

[POINT]Point

As a manager, I would prevent bad service through clear standards, staff training and regular feedback.

[EXPLAIN]Explain

Employees need to know how to handle common problems and when to ask a supervisor for help.

[EXAMPLE]Example

I would review complaints and follow up on repeated issues instead of treating each one separately.

[EXTEND]Extend

Good quality control should reward strong service as well as correct mistakes, because positive behaviour needs reinforcement too.

Part 3Topic 8 - Food & DrinkEasy-Intermediate

Do you think customer service is better now than it was in the past?

Bạn có nghĩ rằng dịch vụ chăm sóc khách hàng hiện nay tốt hơn so với trước đây không?

[POINT]Point

Customer service is probably better in many businesses today because competition and online reviews have raised the bar.

[EXPLAIN]Explain

Companies now pay more attention to customer expectations and service recovery when mistakes happen.

[EXAMPLE]Example

A restaurant may respond quickly to a complaint because one poor online review can affect its reputation.

[EXTEND]Extend

However, improvement is uneven, and good service still depends heavily on staff training and management quality.

Speaking
Practice

Speaking Part 3

How do most people respond to bad service?

Why do some people choose to remain silent when they receive poor customer service?

Who should be responsible for poor customer service?

As a boss, what would you do to prevent bad service?

Do you think customer service is better now than it was in the past?