Are you good at complaining? 6 Minute English

Summary

In this episode of '6 Minute English,' Sam and Rob discuss the topic of complaining, particularly in the UK. They explore how British people are increasingly voicing their dissatisfaction, especially in sectors like public services, telecommunications, and transport. Traditional complaint methods such as phone calls and letters still dominate, though social media is rising as a tool for escalation when initial complaints aren't resolved. The episode also features a quiz about the oldest recorded complaint, which was about the quality of copper bars 4000 years ago.

Takeaways

• 😀 British people are stereotypically seen as hesitant to complain, but that seems to be changing.
• 😮 The oldest recorded complaint, found on a 4000-year-old stone tablet in the British Museum, was about poor-quality copper bars.
• 📞 Traditional methods like phone calls and letters still dominate when it comes to making complaints, with 58% of complaints made this way.
• 📱 Social media is rising as a way to escalate complaints if the initial method doesn't resolve the issue.
• 🚗 Public services, telecommunications, transport, and the service sector face the most customer complaints due to inherent challenges like complexity and external factors.
• ✈️ Travel and retail sectors are performing well in terms of customer service, with fewer complaints.
• 📊 Inherent challenges refer to problems that are unavoidable in certain sectors, such as lack of resources or system complexity.
• 📈 Escalation happens when a complaint is taken to a higher level, often through social media, to get more attention.
• 🔄 The word 'perform' in a business context means how successful a company or sector is, not just used for actors or musicians.
• 💬 Vocabulary from the discussion included terms like 'sectors,' 'inherent,' 'dominant,' 'performing,' and 'escalation,' all linked to customer complaints and service.

Q & A

What is the main topic of the 6 Minute English episode?

The episode discusses how British people are complaining more than they used to and explores the topic of customer complaints and satisfaction.

What is the oldest recorded complaint about, according to the quiz question?

The oldest recorded complaint, nearly 4000 years old, was about the quality of copper bars that were supplied.

Which sectors have the most problems in keeping customers satisfied, according to Giles Hawke?

Public services, telecommunications, transport, and the service sector have the most problems when it comes to keeping customers satisfied.

What are the reasons behind the inherent challenges in these sectors?

Some sectors, such as public services, face challenges due to lack of staff or funding, while others, like telecommunications and transport, are complex and prone to issues due to their nature, like internet outages or bad weather affecting services.

Which sectors are performing well in terms of customer service, according to the discussion?

Travel, retail, and leisure sectors are performing well in terms of customer service.

Are traditional methods of complaining still dominant?

Yes, traditional methods like phoning or writing a letter are still dominant, with over 58% of complaints made through these methods.

When do people turn to social media to complain, according to Giles Hawke?

People tend to turn to social media to complain when their issue is not resolved through traditional methods, using it as an escalation point.

What does it mean to 'escalate' a complaint?

To 'escalate' a complaint means to take it to a higher level, such as posting on social media where more people can see it, potentially encouraging the company to address the issue more quickly.

What does the term 'inherent challenge' mean in the context of the episode?

An 'inherent challenge' refers to a problem that is a natural or unavoidable part of a sector, such as public services being underfunded or telecommunications being prone to technical difficulties.

What does 'performing well' mean in the business context discussed in the episode?

'Performing well' in a business context refers to how successful a company or sector is, especially in terms of customer satisfaction.