Business (Expert Chapter 1)｜ビジネス会話（上級１章）Lesson97: Handling a complaint

PART A_1

Let’s learn vocabulary. Listen and repeat these words and sentences after your tutor.

PART A_2

1.　help (someone) out
	-to do work for someone or provide the person with something that is needed
	Our team is more than willing to help you out to finish this project by next week.
2.　get to the bottom of (something)
	-to discover the real but sometimes hidden reason that something exists or happens
	Quality controllers are trying to get to the bottom of what went wrong with the damaged products.
3.　account for (something)
	-to explain the reason for something
	The team was unable to account for the error which resulted in a major client issue.
4.　mishandle
	-to deal with something without the necessary care or skill
	T&J Delivery Express has been accused of mishandling delivery packages.
5.　count on (someone/something)
	-to depend on someone or expect something
	You can always count on the company’s customer support in times of product troubles.

PART A_3

Let’s make sentences using the vocabulary we’ve just learned.

PART A_4

1.　help (someone) out
Answer:
2.　get to the bottom of (something)
Answer:
3.　account for (something)
Answer:
4.　mishandle
Answer:
5.　count on (someone/something)
Answer:

PART B_1

Let’s read the dialogue. After that, we’ll switch roles.

以下の会話文を読みましょう。終わったら交代してもう一度読みましょう。

PART B_2

Athena

Good afternoon. This is Athena from Toys Palace. How may I assist you?

Ciara

Hello, my name’s Ciara from Wonder Toys. I’m calling about a problem with our recent toy purchase.

Athena

Hi, Ciara. I would love to help you out. Could you provide me with more details about the problem?

Ciara

Well, upon checking the items you delivered, we discovered that some of the toys you sent us are broken and not working.

Athena

We’re very sorry for the inconvenience. There must have been a mistake in quality control or mishandling during the shipment. Could you give me a minute while I get to the bottom of this?

Ciara

No problem.

Athena

Our sincerest apologies for the problem and delay this may have caused. I just talked to our manager regarding your concern, and the company is willing to replace the said damaged items provided that you will shoulder the shipping charge.

Ciara

Well, that will do. I hope the replacements will be delivered ASAP. And I hope this is the last time something like this happens.

Athena

You can count on that. We will be reviewing our list of partner couriers, and we will file a complaint to account for your mishandled packages. Please expect our delivery van to send the replacements in two to three business days.

Ciara

All right, that sounds good. Thank you, Athena.

Athena

No problem, Ciara. We’re always at your service.

PART B_3

Please summarize the conversation using your own words and expressions.

PART B_4

PART C_1

Let’s do a roleplay. Talk with me according to the situation below using the expressions you just learned.

PART C_2

You are the manager of FabricOn. You receive a complaint from a client who received wrong sizes of clothes. Handle the complaint using the guide below:
1) Introduce yourself.
2) Ask about the problem.
3) Apologize.
4) Give an explanation.
5) Propose a solution.

PART C_3

PART D_1

Let’s discuss today’s theme. Please answer the questions below.

PART D_2

1.	How do you react to a complaint?
2.	What do you say to a complaining client?

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.