8 Business Phone – Dealing with irate callers

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to deal with dissatisfied customers on the phone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
escalate (v.)
parcel (n.)
refund
investigate (v.)
courier (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. I received an email from the ________ that our orders will be delivered by Monday.
2. We should _______ calls from irate callers to the manager.
3. How can I get a _______? I really need my money back.
4. We will continue to ________ the problem. We’ll contact you if we find anything useful.
5. My _____ was not delivered on time. It should be here by now.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Thank you for calling Express Limited. I’m Sara. How may I help you today?
Student: I already received the (1) ______ from you guys, but it’s broken. How can I possibly use this? I demand a (2) ______!
Tutor: I apologize for the inconvenience. May I have your complete name so I can properly assist you?
Student: Dorothy Campbell. Kindly (3) ________. I badly need the item this weekend.
Tutor: Thank you for the information. Please stay on the line for a minute or two. I’ll look into it.
Student: I’m trying to keep calm. Make it quick before I (4) ________ this to your manager!
Tutor: (After a minute…) Thank you for waiting. Upon checking, we safely transferred products on that date to our warehouse.
Student: Aren’t you taking responsibility for this and passing blame to the (5) _______?
Tutor: No, Ma’am. Instead of a refund, we can just replace your item. I guarantee that you’ll receive it by Friday. Placing another order on our website will take you longer so this is the best option right now.
Student: Alright, alright. You left me with no choice. What else can I do?
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, how should we deal with dissatisfied customers?
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
You received a complaint from a client that his shipment has not arrived yet. It has been more than a week and there is no update on the status of his purchase. He wants to talk directly to the manager as he felt like the coordinators are not doing their job because no notification has been sent to him.
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.