Business Conversation (Intermediate): Complaint messages

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 Emma from XYZ Corp. How may I help you?
Hello. I called to complain about the delay in my order of 10 computer units.

Okay. Could I ask for your name and order number?
Yes, it’s for Ron Davis. Order number is 2K9NH78.

Alright. Thank you, Ms. Johnson, for giving me the order details.
I expected that you would deliver them on time, but this has not been
the case.

We sincerely apologize for the delay and trouble this may have caused. We’re currently having an influx of orders.
Unless this issue is resolved promptly, 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. That’s fair.

Would that be all, Mr. Davis?
Yes. Thanks for the help. Bye!

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

Good morning, this is Emma 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 Ron Davis. Order number is 2K9NH78.

Alright. Thank you, Ms. Johnson, for giving me the order details.
I expected that you _______________ on time, but this has not been
the case.

We sincerely apologize for the delay and trouble this may have caused. We’re currently having an influx of orders.
Unless this issue is resolved promptly, I will be forced to _______________.

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, Mr. Davis?
Yes. Thanks for the help. Bye!

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

Good afternoon, this is Emma 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 Ron. Order number is 9L9NH74.

Alright. Thank you, Ms. Ron, for giving me the order details.
I expected that you would ________________, but this has not been
the case.

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.
(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.