Business Conversation (Intermediate): Making and understanding a complaint

PART A_1

Let’s learn new vocabulary. Listen and repeat these words with your tutor.

PART A_2

1.　nature 本質、特質
	Please explain the nature of the customer’s inquiry.
2.　constantly 常に
	I am constantly thinking of deadlines.
3.　system システム
	You will learn how our system works during the training.
4.　current 現在の
	She is the current editor of the newspaper.
5.　maintenance メンテナンス
	My house needs maintenance.

PART A_3

I will ask the questions. Please answer them in complete sentences.

PART A_4

1.	What is the nature of your job?
2.	Do you constantly check your emails?
3.	When was the last time you had trouble with your company’s system?
4.	What is the current number of people in your department?
5.	When was the last time your office underwent maintenance?

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

Hello, how may I assist you?

I would like to make a complaint.

I’m sorry to hear that, ma’am. May I ask the nature of your complaint?

Well, my connection has been constantly dropping out.

I understand how frustrating this must be, ma’am. I will do my best to help.

Yes. I am working from home and have a lot of tasks to finish. Please resolve it ASAP.

Can I get your router number, ma’am? I will check if there is a reported issue with our network in your area.

Here is my router number, 9987653.

I’m afraid our system does not show any current maintenance in your area.

Is that so? The problem must be on my end.

We can send our representative to check your internet tomorrow at 9:00 a.m.

Yes, please. Thank you.

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

Hello, how may I assist you?

I would like to make a complaint.

I’m sorry to hear that, ma’am. May I ask the nature of your complaint?

Well, my connection has been _______ dropping out.

I understand how frustrating this must be, ma’am. I will do my best to help.

Yes. I am working from home and have a lot of tasks to finish. Please resolve it ASAP.

Can I get your router number, ma’am? I will check if there is a reported issue with our network in your area.

Here is my router number, 9987653.

I’m afraid our ______ does not show any current ________ in your area.

Is that so? The problem must be on my end.

We can send our representative to check your internet tomorrow at 9:00 a.m.

Yes, please. Thank you.

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

Hello, how may I assist you?

I would like to make a complaint.

I’m sorry to hear that, ma’am. May I ask the ______ of your complaint?

I just paid for my internet service but I suddenly lost connection.

Can I get your router number, ma’am?

Here is my router number, 9427653.

There is no _____ record of your payment ma’am. I believe it was because our system is under maintenance.

Please resolve it ASAP as I have a lot of work to do.

Yes, ma’am. Please expect your internet to return in an hour. We will call you again for details.

Okay, I’ll be waiting.

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

Your office’s interconnection has been lost. Call a representative from your internet service provider and make a complaint. Your tutor will act as the representative.

PART E_3

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.

ではこのレッスンで学んだことを振り返りましょう。

(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.