IELTS Speaking Part 2+3: Describe a time you received bad service in restaurants/shops (Sample Answer)

Part 2: Describe a time you received bad service in restaurants/shops

You should say:

When it happened

Why you went there

What happened in the restaurants/shops

And explain why you thin their service was bad

I'd like to share an experience when I received poor service at a restaurant. It happened about six months ago when I made reservations to celebrate my friend's birthday at a newly opened Italian eatery in town.

We chose the restaurant because it had received positive reviews online, and we were in the mood for some authentic Italian cuisine. The ambiance was lovely, and we were seated promptly upon arrival. However, our excitement quickly turned into disappointment.

The trouble began when it took an unusually long time for a server to come to our table to take our drink orders. We understood that it was a bustling night, but it seemed like the staff were overwhelmed. After we finally placed our beverage orders, it took ages for them to arrive. We ordered our meals at the same time, hoping to expedite the process, but that didn't help.

Once our food finally arrived, it was clear that there had been a mix-up in the kitchen. Some plates were served lukewarm, while others were not what we had ordered. When we brought this to the attention of our server, they seemed flustered and offered little assistance. It took them another considerable amount of time to bring the correct dishes, and by then, the initial excitement had completely faded. The whole dining experience was marred by the poor service, leaving us frustrated and disappointed.

The main reason I consider this service to be bad was the lack of attentiveness and communication from the staff. While delays and errors can be somewhat forgivable, it was the absence of an apology or any effort to rectify the situation that truly rendered this experience a bitter pill to swallow.

Part 3 - Bad Service

1. What kinds of services are bad services?

Poor services can take various forms. For example, services that are slow, inefficient, or unresponsive can be perceived as terrible services. This is because customers value promptness and expect their needs to be addressed in a timely manner. Besides, bad services might involve a lack of clear and effective communication between service providers and customers, leading to misunderstandings, unmet expectations, and frustration.

promptness [n]: tính nhanh chóng

manner [n]: cách cư xử

2. Why do some people choose to remain silent when they receive bad services?

Some people choose to not speak up when they receive poor services for several reasons. First of all, they might fear confrontation or believe that complaining won't lead to a resolution. Moreover, ​​in some cultures, it is considered impolite or disrespectful to complain openly. People from such backgrounds may hesitate to voice their dissatisfaction and instead prefer to accept the situation quietly.

disrespectful [adj]: thiếu tôn trọng

hesitate [v]: do dự

voice [v]: bày tỏ, lên tiếng

3. Who should be responsible for bad services?

Responsibility for bad services should be shared among various parties, depending on the specific circumstances and causes of the poor service. The first one to be mentioned is frontline employees, who play a crucial role in delivering services, and their actions and attitudes can greatly affect the customer experience. Besides, leaders and managers within the organization have a significant role in preventing bad services. They should set clear expectations, provide adequate training and resources, and create a culture of customer service excellence. If bad services are systemic, management may be held accountable for failing to address underlying issues.

frontline [adj]: ở hàng đầu, ở vị trí tiếp xúc trực tiếp với khách hàng

systemic [adj]: tính hệ thống

accountable [adj]: chịu trách nhiệm

4. As a boss, what would you do to prevent bad services?

If I were a boss, I would take several proactive measures to prevent bad services from occurring in my organization. Firstly, I would implement comprehensive training programs for my employees. By ensuring that all staff members are well-trained and knowledgeable about the services we provide, we can reduce the likelihood of errors and misunderstandings that can lead to bad service. Secondly, I would work towards fostering a customer-centric culture within the organization. I would lead by example, demonstrating the commitment to going above and beyond to meet customer needs. Additionally, I would encourage regular feedback from employees and customers alike, using this input to continuously improve our services.

proactive [adj]: chủ động, tiên phong

foster [v]: nuôi dưỡng, thúc đẩy

customer-centric [adj]: tập trung vào khách hàng

going above and beyond [idiom]: làm điều gì vượt mức kỳ vọng hoặc mức được yêu cầu

5. Do you think services are better now than in the past?

Sure, without a doubt, there are a number of underlying differences here when comparing services now to those in the past.

However, I guess that the most significant would be that the accessibility and convenience of services have greatly improved. Nowadays, with the advent of the internet and mobile apps, many services are just a few clicks away. This has made it much easier for people to access the services they need promptly and efficiently.

Additionally, a second key distinction would be that the quality of customer service has seen considerable enhancement. In the past, customer complaints were often met with indifference, and resolving issues could be a lengthy and frustrating process. Nowadays, businesses are more attentive to customer feedback, and they strive to provide better support and solutions. This shift towards customer-centric service has undoubtedly improved the overall service experience.

indifference [m]: sự thờ ơ, lạnh nhạt

strive [v]: nỗ lực, cố gắng

Xem thêm: IELTS Speaking Part 2+3: Describe a park or a garden in your city (Sample Answer)

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