PART A_1
Let’s learn new vocabulary. Listen and repeat these words and sentences after your tutor.
PART A_2
| 1. complaint 苦情、クレーム、文句 | |
| We received zero complaints from the customer this month. | |
| 2. disappointed 失望した | |
| I’m disappointed that it took them too long to address my concern. | |
| 3. tip ヒント | |
| Do you have any tips on how to type faster? | |
| 4. respond 返答する、応答する | |
| Please respond to the email before 14:00 today. | |
| 5. recognize 認める、認知する | |
| I don’t recognize this problem at all. It must be new. | |
PART A_3
I will ask the questions. Please answer them in complete sentences.
PART A_4
| 1. | How do you feel when you receive complaints from customers? |
| 2. | How do you approach a disappointed customer? |
| 3. | Do you often offer tips to your colleagues? |
| 4. | How do you properly respond to a customer’s concern? |
| 5. | Why is it important to recognize the problem first? |
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
Hi, Emma. Do you need help with anything?
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Yes. Could you help me with my email?
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Sure, what’s the matter?
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A customer sent a complaint about the app. He sounds really
disappointed in the email. How do I respond to him?
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Why don’t you acknowledge the customer’s issue first? It’ll make him feel valued as a customer.
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That is good advice.
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In my experience, understanding both the concern and the customer really helps. You can also offer solutions.
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I appreciate the tips, Ron. Sorry, one more thing. Would it be okay if
you check my email first before I send it?
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Of course. I’d be glad to help.
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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
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Hi, Emma. Do you need help with anything?
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Yes. Could you help me with my email?
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Sure, what’s the matter?
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A customer sent a complaint about the app. He sounds really
disappointed in the email. How do I respond to him?
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______________ acknowledge the customer’s issue first? It’ll make him feel valued as a customer.
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That is good advice.
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In my experience, ______________ really helps. ______________ offer solutions.
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I appreciate the tips, Ron. Sorry, one more thing. Would it be okay if
you check my email first before I send it?
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Of course. I’d be glad to help.
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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
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Sorry to bother you, but could you help me with my email?
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It’s no bother at all. What is it about?
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I received a complaint email from a customer. He’s really upset because his phone is not working. What should I do?
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Why don’t you ______________ first? It’s important to
recognize the problem.
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I understand.
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______________, understanding the issue really helps. You can
also ______________.
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Thanks for the help. I’ll be sure to keep them in mind!
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No problem, I’m glad I could help.
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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 new colleague asked for help from you about an email he/she received from a frustrated customer. Give him/her tips on how to respond to the email. Your tutor will pretend to be the new employee.
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 |