9 Business Phone – Providing customer support

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to provide customer support through the phone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
supply (v.)
outstanding (adj.)
peruse (v.)
verification (n.)
transaction (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. There is a balance of $150,000 _________ on the company’s account.
2. Please ________ the offered solutions which were sent to your email by the customer representative.
3. Pepper Unlimited will ________ furnitures to this building.
4. Credit card companies are able to lower fees for major __________ because there are no delinquent payers.
5. There was a long __________ process before the shipment was delivered.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Student: (A customer is calling about her account balance. Profile: Male, 25, Kita- ku Tokyo, Japan) Ex-stream International Services, I’m Aki. How may I help you?
Tutor: I’d like to know my account’s (1) ________ balance.
Student: I’ll be glad to help you. May I get your bank account number and account name?
Tutor: Sure. It’s Daisuke Ishii, and my account number is 5421-2748-8900-811.
Student: Thanks. Allow me to (2) ________ it for a while. Also, please (3) ________ the last three numbers found at the back of your card.
Tutor: It’s 542. How long will it take if I transfer it to my other bank account?
Student: Based on your records, you still have 322,640 yen. If we do the (4) ________ over the phone or online, our team will contact you for (5) ________ prior to the money transfer. The whole process usually takes about 2-3 days.
Tutor: Oh, I see. Alright.
Student: Is there anything else I could assist you with?
Tutor: I think that’s all. Thank you, Aki-san! Goodbye.
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, what do customer service representatives do?
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
When I shopped at your store yesterday at around 2 PM, I received extremely poor customer service. I asked one of your staff to help me get a large box of cereals from the top shelf as it was too high for me to reach. The staff named “Shone”, however, rolled his eyes at me. He wasn’t even pleased to assist me. He said he would be back with a ladder. I waited for 10 minutes, but he didn’t come back. I hope to hear from you about this incident soon.
PART B_7
How would 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 in 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.