8 Business Phone – Dealing with irate callers

便利な表現(Useful Expressions)
Read aloud the vocabulary words.
escalate (v.)
parcel (n.)
investigate (v.)
courier (n.)
便利な表現(Useful Expressions)
Read aloud and complete the sentences.
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.
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
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?
聞き取り問題(Listening Comprehension)
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
According to the passage, how should we deal with dissatisfied customers?
聞き取り問題(Listening Comprehension)
Text read out by the tutor
Read the following text aloud. Then, answer your tutor’s question.
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.
How do you deal with the situation?