Complaints

Watch this video from the Fawlty Towers episode 'Gourmet Night'.



Self-study activity: Answer these questions about the clip:

1. What do the customers complain about?
2. How much did they eat?
3. What different solutions do the customers and Basil Fawlty suggest?

Watch the video again and think about the mistakes Basil (John Cleese), the hotel manager makes.

You can self-correct the activity by reading the script here.

Self-study activity: Discuss these questions with a friend:
1. When was the last time you complained about a product or service? What did you do?
2. When was the last time you were dissatisfied with something but didn’t complain about it? Why didn’t you complain?
3. Which advice on handling complaints positively would you give?