Business (Intermediate Chapter 2)｜ビジネス会話（中級２章）Lesson7: Receiving complaints｜苦情の受付

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.

この教材では、電話でクレームの対応をするときに使う表現と単語を学びます。

PART A_1

Read aloud the vocabulary words.

単語を音読しましょう。

PART A_2

defective ( adj.)
malfunction ( v.)
error code ( n.)
personnel (n.)
manual ( n.)

PART A_3

Read aloud and complete the sentences.

適切な単語を選び、空欄を埋めて文章を読みましょう。

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.

講師と会話文を読みましょう。
空欄には先ほど習った単語を入れましょう。

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.

講師が文章を2回読むので聞きましょう。
その後、質問に答えましょう。

PART B_2

下の質問は、講師が読みあげる英文の内容に関する質問です。
よく聞いて、質問に答えましょう。

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.

下の文章を読んでみましょう。その後、講師の質問に答えましょう。

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.

ではこのレッスンで学んだことを振り返りましょう。

(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.

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