4 Business Phone – Receiving complaints

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to handle customer complaints on a phone call. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
defective ( adj.)
malfunction ( v.)
error code ( n.)
personnel (n.)
manual ( n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. This washing machine does not work properly. It’s _________.
2. A software problem is causing the system to _________.
3. That _____ _____ means the hardware is not detected.
4. Our newly bought printer came with a two-year warranty and a ________.
5. Talk to one of the _________ if you have any questions about the product.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Hello, this is Kim Summer. I’d like to report about your (1) _________ product.
Student: Good day, Miss Summer. This is Sandra of Tech Solutions. May I know your concern?
Tutor: Two of the computers that we just bought from you are defective. They (2) _________ in the first few hours after setting them up in the office.

Student: We are sorry to hear that. May I know what (3) _____ _____ flashed on the monitor upon starting the computers?
Tutor: There is no error message on the screen, but everything is blue.
Student: I see. Can you tell me from which store you bought those units? We can send someone to fix it; otherwise, we will replace your defective computers.
Tutor: That sounds wonderful. We purchased it from Aero Home Depot. We still have here the receipt if you need it.
Student: Please keep the receipt with you. Our (4) _________ will check that together with the (5) _________.
Tutor: Thank you for the quick response. Anything else that I need to do?
Student: Oh, just secure a valid ID of the person who purchased those units. Thank you.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, why is there no guarantee that all customers will be satisfied with the service provided to them?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
A dissatisfied client is complaining about the design of the magazine cover you sent her, and she demands you to do another design in one day. You have already informed her during your first meeting that creating a design normally takes two to three days. You also have pending designs to work on for other clients, so it will not be possible to tend to her concerns immediately.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.