Business Conversation (Intermediate): Answering a phone call

PART A_1
Let’s learn new vocabulary. Listen and repeat these words with your tutor.
PART A_2
1. go through 通過する、経る、経由するく
  Let’s wait for the payment to go through before we call customer service.
2. on hold 保留にされて
  Please allow me to put you on hold for one to two minutes.
3. shortly 間もなく、すぐに
  Jack will be back with the equipment shortly.
4. overdue 期限が切れた、過度の
  Your balance is already overdue. Please settle your payment on or before August 5.
5. balance 残高
  Your remaining balance for this month is $27.
PART A_3
I will ask the questions. Please answer them in complete sentences.
PART A_4
1. Have you received any complaint from a customer about his/her payment not going through?
2. For how many minutes do you put the caller on hold?
3. Do your customers receive their requests shortly after calling?
4. What does your company do to customers with overdue statements?
5. How do you inform your customer of his/her balance?
PART B_1
Let’s read the dialogue. I will play Ron and you will play Emma. Then, we’ll switch roles.
PART B_2

Prima Telecom. This is Ron speaking. How may I assist you?
Hi, Ron. I’m Emma Rogers. I’m calling to ask about my recent
bill payment. For some reason, it doesn’t go through. Any ideas
what the problem might be?

I’m sorry to hear that, Ms. Rogers. I will look into this issue. May I put you on hold for two minutes?
Sure, I don’t mind.

Thank you. Upon checking, there was a problem connecting to the ecash payment app. You can try paying one more time and call us again to check if the payment is doubled.
How long do you think it will take for the payment to reflect on my end?

It should appear shortly after you pay. If not, please wait for an hour before calling us.
I see. Thank you for your help!

You’re welcome, Ms. Rogers. Is there anything else I could help you with?
No, that’s all.

Thank you for calling Prima Telecom. Again, this is Ron speaking. Have a great day ahead!
PART C_1
Let’s read the dialogue. Read aloud, filling in the blanks as you remember the sentence you just read.
PART C_2

Prima Telecom. _______ Ron ________. How may I assist you?
Hi, Ron. I’m Emma Rogers. I’m calling to ask about my recent
bill payment. For some reason, it doesn’t go through. Any ideas
what the problem might be?

I’m sorry to hear that, Ms. Rogers. I will look into this issue. May I ______________ for two minutes?
Sure, I don’t mind.

Thank you. ______________, there was a problem connecting to the ecash payment app. You can try paying one more time and call us again to check if the payment is doubled.
How long do you think it will take for the payment to reflect on my end?

It should appear shortly after you pay. If not, please wait for an hour before calling us.
I see. Thank you for your help!

You’re welcome, Ms. Rogers. Is there anything else I could help you with?
No, that’s all.

Thank you for calling Prima Telecom. Again, this is Ron speaking. Have a great day ahead!
PART D_1
Let’s read the new dialogue. Read aloud, filling in the blanks with the vocabulary and expressions you learned.
PART D_2

Company Zen. This is Ron ________. How may I assist you?
Hello, Ron. I’m Emma Perez. I want to pay my overdue balance
but I couldn’t find my last statement. Could you tell me how much I need to pay?

I’d be happy to assist you, Ms. Perez. ______________ on hold for two minutes?
Sure.

Thank you. Upon checking, ______________ is $140. This is for the month of May.
All right. I’ll pay right away. Thanks.

You’re welcome, Ms. Perez. Is there anything else I could help you with?
No, that would be all.

Thank you for calling Company Zen. Again, this is Ron speaking. Have a great day ahead!
PART E_1
Let’s do a roleplay. Talk with me according to the situation below, using the expressions you just learned.
PART E_2
A customer called to ask about the status of his/her recent refund. Inform the customer that the refund has been approved. Your tutor will pretend to be the customer.
PART E_3
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.