IELTS Speaking Part 3 Topic: Online Reviews & Customer service.

1. What kinds of things do people write online reviews about in your country?

2. Why do some people write online reviews?

3. Do you think that online reviews are good for both shoppers and companies?

4. What do you think it might be like to work in a customer service job?

5. Do you agree that customers are more likely to complain nowadays?

6. How important is it for companies to take all customer complaints seriously?

Q. 1: What kinds of things do people write online reviews about in your country?

Answer: Online review is a rather widespread thing in my country these days since buying and selling all sorts of things online is becoming popular. But, generally speaking, people in my country like to make online reviews, mostly on things like what they eat at a restaurant, and what kinds of clothing or fashionable items they buy online. Many a time, these days, we also see online reviews on the many grocery items that we buy on a regular basis. So, it is pretty much all kinds of things – things that are sold both online and offline -  on which people leave their online reviews.

Q. 2: Why do some people write online reviews?

Answer: Well, some people like to write online reviews, or it could be offline reviews as well, primarily because they want to communicate certain messages to the online community about the products or services that they buy online. Besides, as humans, we all feel that we should make our voices and opinions heard on any kinds of things which, we think, are important to us. And, since the online review is such a hassle-free way of making our voices and opinions heard among the others, we like to use these online review platforms whenever it fits our needs.

Q. 3: Do you think that online reviews are good for both shoppers and companies?

Answer: Yes, I have no doubt in my mind that online reviews are good for both shoppers and companies alike. Talking from the point of view of shoppers, online reviews allow them to either encourage or warn their fellow shoppers about what to buy and what not to buy online. Now, as for the companies, such online reviews allow the companies to adjust their business strategies and policies according to the wishes and demands of their current and prospective customers – a business practice which, in turn, can help these companies boost their sales and revenue.

Q. 4: What do you think it might be like to work in a customer service job?

Answer: Well, from what I have seen or experienced so far, all I can say is that the customer service job is a rather challenging profession since it involves continuous talking or engagement with people – people who have all kinds of different views, ideas, tastes, preferences, culture, backgrounds and lifestyles. And that’s exactly why one has to be really upbeat and resourceful if he/she wants to deal with these different kinds of people smoothly. Otherwise, these types of jobs can be very tiring, if not annoying and frustrating, most of the time, instead of actually being rewarding.

Q. 5: Do you agree that customers are more likely to complain nowadays?

Answer: I don’t think that the scenario of customer complaint nowadays is much different than what it actually used to be in the past except, of course, these days, it is easier to complain than what it used to be before. Besides, it is only natural that the more types of products and services we use (meaning more of our money, resources, time and efforts are being used), the greater the possibility of more and more complaints. So, again, speaking logically, I don’t think that people nowadays are likely to complain more, it is just that the number of products and customers are higher these days and so it seems that more customers are complaining today. 

Q. 6: How important is it for companies to take all customer complaints seriously?

Answer: I have read somewhere that the principle, on which, a business should conduct its business is that “the customers are always right” (even when it’s actually the customers’ fault). So, from that point of view, it is absolutely necessary that companies take the customers’ complaints rather seriously if they really want to gain the trust and confidence of their customers. Besides, customer complaints can also sometimes help the companies to improve their products and services in order to have a competitive edge over their competitors.