PART A_1
Let’s learn new vocabulary. Listen and repeat these words with your tutor.
PART A_2
1. complain 不平を言う、苦情を言う | |
Hi, I called to complain about the defective item you’ve sent me. | |
2. delay 遅延 | |
The heavy rain caused the delay of the outdoor event. | |
3. resolve 解決する | |
Please resolve this problem immediately. | |
4. promptly 敏速に、即座に | |
All orders must be shipped as promptly as possible. | |
5. compensate 償う、補償する | |
To compensate, we will immediately replace the item and give you a 50% discount on your next order. |
PART A_3
I will ask the questions. Please answer them in complete sentences.
PART A_4
1. | How do you complain about the troubles with the items you bought online: through call, text, chat, or email? |
2. | What is the first thing to say to a customer when he/she complains about order delays? |
3. | How do you resolve conflicts within a team? |
4. | As a customer service assistant, would you be able to manage several complaints as promptly as possible? |
5. | How should an airline compensate for delays in flights? |
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
Good morning, this is Ron from XYZ Corp. How may I help you?
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Hello. I called to complain about the delay in my order of 10 computer units.
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Okay. Could I ask for your name and order number?
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Yes, it’s for Emma Johnson. Order number is 2K9NH78.
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Alright. Thank you, Ms. Johnson, for giving me the order details.
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I expected that you would deliver them on time.
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We sincerely apologize for the delay and trouble this may have caused. We’re currently having an influx of orders.
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Unless this issue is resolved promptly, I will be forced to cancel my order.
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Rest assured that your order will arrive by tomorrow afternoon. And to compensate for the delay, the shipping charge for your order is on us.
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Alright. That’s fair.
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Would that be all, Ms. Johnson?
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Yes. Thanks for the help. Bye!
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PART C_1
Let’s read the dialogue. Read aloud and fill in the blanks as you remember the sentences you just read.
PART C_2
Good morning, this is Ron from XYZ Corp. How may I help you?
|
Hello. I called to complain about the _________________ of 10
computer units. |
Okay. Could I ask for your name and order number?
|
Yes, it’s for Emma Johnson. Order number is 2K9NH78.
|
Alright. Thank you, Ms. Johnson, for giving me the order details.
|
I expected that you _______________ on time.
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We sincerely apologize for the delay and trouble this may have caused. We’re currently having an influx of orders.
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Unless this issue is resolved promptly, I will be forced to _______________.
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Rest assured that your order will arrive by tomorrow afternoon. And to compensate for the delay, the shipping charge for your order is on us.
|
Alright. That’s fair.
|
Would that be all, Ms. Johnson?
|
Yes. Thanks for the help. Bye!
|
PART D_1
Let’s read the new dialogue. Read aloud and fill in the blanks with the vocabulary and expressions you learned.
PART D_2
Good afternoon, this is Ron from B&B Works. How may I help you?
|
Hello. I called to complain ________________ of my order of 500
scented candles. |
Okay. Could I ask for your name and the order number?
|
Yes, my name is Emma. Order number is 9L9NH74.
|
Alright. Thank you, Ms. Emma, for giving me the order details.
|
I expected that you would ________________.
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We sincerely apologize for the delay and trouble this may have caused. We’re currently having an influx of orders.
|
Unless this issue is _________________, I will be forced to cancel
my order. |
Rest assured that your order will arrive by tomorrow afternoon. And to compensate for the delay, the shipping charge for your order is on us.
|
Alright. Thanks.
|
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
You were expecting an order to arrive yesterday but did not receive any. Call the customer service and discuss with him/her your concerns. Your tutor will play the role of the customer service assistant.
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 |