Beginner Business: Handling a Complaint

USEFUL EXPRESSIONS

Let’s practice some expressions. I will read each sentence first. Please read after me.
まず講師がそれぞれの文章を音読します。講師に続いて読みましょう。
READ

 

When making formal complaints, customers would state their name and their main concern.:

苦情を伝えるときは自身の名前と懸念を述べる

  1. Good morning, my name is Alice Smith. I would like to file a complaint.
  2. We would like you to replace the wrong products that you delivered.

When handling complaints, inform the customer about the process and verify the complaint first, then give assurance that the problem could be fixed:

苦情を伝えられたときは内容の確認を行い、対応過程をお知らせして懸念事項が対応されることを伝える

  1. Thank you for letting us know about the situation. We apologize for the problem we have caused.
  2. In response to your complaint, we will verify and check our records first to process it. You have our word that we will do everything to fix this problem.
  3. We value our customers’ needs and we hope to serve you again.
READING ALOUD

Let’s read the dialogue. I will be Alice and you will be Mr. Evans. After reading it once, we’ll switch roles.

講師がアリス、あなたがエバンズさんになって、会話文を読んでみましょう。一度読んだ後、役を交代しましょう。
READ

 

One busy morning, Mr. Evans receives a complaint call from a customer.


Good morning, my name is Alice Smith. I called your company’s phone number and your customer service transferred my call to Quality Assurance Department. I would like to file a complaint.
 
 
Good morning, Ms. Alice. I’m Mr. Evans, the Quality Assurance Head. What is your complaint about?
 

 
Three days ago, my family ordered three dozens of Yummy Tuna’s Spicy flavor for our grocery store directly from your company and our order was delivered to us this morning. However, one dozen of Yummy Tuna is in Original flavor instead of Spicy flavor. We would like you to replace them with Spicy flavor.
 
 
Thank you for letting us know about this situation and I apologize for the problem we have caused. In response to your complaint, we will verify and check our records first to process it. Once verified, you have our word that we will deliver a dozen Yummy Tuna, Spicy flavor, as soon as possible.
 

 
If you don’t mind, we would like to receive them in less than two days since lots of customers are buying that product everyday.
 
 
I shall take note of that. You will receive your chosen flavor in a day or two. We value our customers’ needs and we hope to serve you again. Thank you for your trust and have a good day.
 
CHECK YOUR UNDERSTANDING

Please answer the questions based on the dialogue.
会話文の内容について答えましょう。
ANSWER

1. What is Alice’s complaint?
Answer: ________________
2. When should Mr. Evans deliver the dozen Yummy Tuna’s Spicy flavor?
Answer: ________________
CONVERSATION PRACTICE

Let’s talk. Please answer my questions.
質問に答えましょう。
ANSWER

1. When was the last time you made a complaint? What was your complaint?
Answer: ________________
2. Do you prefer to send your complaint/s thru email/phone call or talking to people about your complaint/s personally?
Answer: ________________
SITUATION QUESTIONS

Please tell me what you will do given the following situations.
以下の状況のとき、あなたならどうするか話してみましょう。
ANSWER

1. A very angry customer calls due to bad sevice she experienced in your company. What would you do/say to calm him/her down first before saying his/her complaints?
Answer: ________________
2. As a customer, how would you complain if the food product (Example: Bread) you are about to buy looks bad and damaged?
Answer: ________________