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Spanish B1.6.1 This is unfair!

Pedro calls customer service to complain about an unfair charge on his TV subscription. Will they resolve the issue or will it just be another complaint?

Diálogo: ¡Esto es injusto!

Pedro llama al servicio al cliente para quejarse de un cobro injusto en su suscripción de TV. ¿Resolverán el problema o solo será una queja más?

Spanish B1.6.1 This is unfair!

B1 Spanish

Level: B1

Module 1: Charlas y conversaciones (Chit chat and conversations)

Lesson 6: Injusticias y quejas (This is unfair!)

Teaching guidelines +/- 15 minutes

Audio and video

Audio
Audio
Audio with translations
Audio with translations

Conversation

1. Pedro: Buenos días. Llamo porque quiero poner una queja sobre mi suscripción anual de TV. (Good morning. I am calling because I want to make a complaint about my annual TV subscription.)
2. Empleada: Buenos días señor. ¿Puede decirme la razón de su descontento? (Good morning sir. Can you tell me the reason for your discontent?)
3. Pedro: Me cobraron más de lo acordado y esto me causa mucho malestar. (They charged me more than agreed and this causes me a lot of discomfort.)
4. Empleada: ¿Ha pensado en usar una hoja de reclamación? (Have you considered using a complaint form?)
5. Pedro: Todavía no. Pero tal vez es posible que se resuelva el problema sin protestar. (Not yet. But maybe it's possible to solve the problem without protesting.)
6. Empleada: Entiendo su instatisfacción pero tal vez solamente haya un error en el sistema. Voy a revisar su cuenta. (I understand your dissatisfaction but maybe there is just an error in the system. I will check your account.)
7. Pedro: Espero que no sea una excusa para evitar la protesta. (I hope it is not an excuse to avoid the protest.)
8. Empleada: Es importante para nosotros que solucionemos las críticas legítimas de nuestros clientes. (It is important for us that we resolve our clients' legitimate criticisms.)
9. Pedro: Pues lo digo claro: si no corrigen el error voy a quejarme públicamente. (Well, I'll say it clearly: if they don't correct the error, I am going to complain publicly.)
10. Empleada: Lo entiendo. Haremos todo lo posible para que no se lleve un disgusto. (I understand. We will do everything possible to ensure you don't have a disappointment.)

Exercise 1: Discussion questions

Instruction: Discuss the questions after listening to the audio or reading through the text.

  1. ¿Por qué está Pedro llamando al servicio al cliente?
    2. Why is Pedro calling customer service?
  2. ¿Qué propone la empleada como posible solución al problema?
    3. What does the employee propose as a possible solution to the problem?
  3. ¿Qué dice Pedro que hará si no corrigen el error?
    4. What does Pedro say he will do if they do not correct the error?
  4. ¿Crees que es justo que los clientes tengan que protestar para resolver errores de las empresas?
    5. Do you think it's fair that customers have to protest to resolve companies' errors?
  5. ¿Cómo tratan las empresas las críticas en tu país? ¿Son efectivas?
    6. How do companies in your country handle criticism? Are they effective?

Exercise 2:

Instruction: Fill in the correct word.

Show translation Show answers

protestar, hoja de reclamación, críticas, disgusto, malestar

1.
Lo entiendo. Haremos todo lo posible para que no se lleve un ....
(I understand. We will do everything possible to ensure you don't get upset.)
2.
Es importante para nosotros que solucionemos las ... legítimas de nuestros clientes.
(It is important to us that we address the legitimate criticisms of our customers.)
3.
Me cobraron más de lo acordado y esto me causa mucho ....
(I was charged more than agreed and this causes me a lot of discomfort.)
4.
Todavía no. Pero tal vez es posible que se resuelva el problema sin ....
(Not yet. But maybe it is possible to resolve the problem without complaining.)
5.
¿Ha pensado en usar una...?
(Have you considered using an official complaint form?)

Exercise 3: Order the text

Instruction: Number the sentences in the correct order and read out loud.

Show translation
2
... Buenos días señor. ¿Puede decirme la razón de su descontento?
(Good morning sir. Can you tell me the reason for your dissatisfaction?)
7
... Espero que no sea una excusa para evitar la protesta.
(I hope it is not an excuse to avoid the protest.)
3
... Me cobraron más de lo acordado y esto me causa mucho malestar.
(I was charged more than agreed and this causes me a lot of discomfort.)
5
... Todavía no. Pero tal vez es posible que se resuelva el problema sin protestar.
(Not yet. But maybe it is possible to resolve the problem without complaining.)
4
... ¿Ha pensado en usar una hoja de reclamación?
(Have you considered using an official complaint form?)
1
1 Buenos días. Llamo porque quiero poner una queja sobre mi suscripción anual de TV.
(Good morning. I am calling because I want to make a complaint about my annual TV subscription.)
10
10 Lo entiendo. Haremos todo lo posible para que no se lleve un disgusto.
(I understand. We will do everything possible to ensure you don't get upset.)
6
... Entiendo su instatisfacción pero tal vez solamente haya un error en el sistema. Voy a revisar su cuenta.
(I understand your dissatisfaction, but perhaps there is simply an error in the system. I will review your account.)
9
... Pues lo digo claro: si no corrigen el error voy a quejarme públicamente.
(Well, I'll say it clearly: if they don't correct the error, I'm going to complain publicly.)
8
... Es importante para nosotros que solucionemos las críticas legítimas de nuestros clientes.
(It is important to us that we address the legitimate criticisms of our customers.)
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