Level B2 Business English
Lesson 31
Customer Service - Responding To A Complaint
顧客サービス -苦情に対応する

1
PHRASE OF THE DAY
今日のフレーズ

We are sincerely sorry....
心よりお詫びいたします

2
SITUATION
状況

Jill, the service representative, takes a complaint about defective electronic equipment.
サービス担当のジルは電化製品の不具合の件で苦情を受けています。

3
DIALOGUE
ダイアログ

Directions: First repeat after your tutor and then practice each role.

Jill
Thank you for calling Customer Service. This is Jill. How may I help you?
Jared
Hi. I purchased a stereo from you guys a few weeks ago and I’m having some serious problems with it.
Jill
What seems to be the problem?
Jared
The volume dial won’t work and the CD tray won’t open, either.
Jill
We are sincerely sorry to hear that the stereo is malfunctioning, sir. Have you tried unplugging it and then trying again?
Jared
Yes. I’ve tried that and it didn’t do anything.
Jill
OK. Well, we take pride in maintaining a reputation for our excellent products, so your problem with the stereo is unacceptable to us. Let me gather some more information and we’ll see what we can do to fix this.

4
VOCABULARY
語い

Directions: First repeat after your tutor and then read aloud by yourself.

customer service
顧客サービス
purchase
購入する
malfunction
誤作動
take pride in
~に誇りを持つ

5
LANGUAGE FOCUS
今日のポイント

We are sincerely sorry....
心よりお詫びいたします
Customer Service - Responding To A Complaint

Directions: First repeat after your tutor and then read aloud again by yourself.

I'm terribly sorry about...
We’re truly sorry, we’ll do our utmost to rectify the situation.
I’m really sorry for the mix-up with your order…
Please accept my most humble apology for…
You can rest assured that this will never happen again.
If you could just let me know the problem, I’m sure that we can find a solution for you.
I completely apologize for the inconvenience this may have caused.

6
ACTIVITY
練習

Activity 1: Discuss the following with your tutor:
Q1: How easy is it to return a defective or broken item to a store in your country? What sort of items are easily returnable and which ones aren’t?
Q2: Talk about a time when you had difficulty returning an item. What was the item, what was wrong, and why was it so troublesome?

Activity 2: A customer, the tutor, is calling your company (Fully Clothed Clothing) to complain about a bulk order of T-shirts ordered. The shirts are stained and the wrong sizes were shipped. Try to keep the customer from terminating their contract by apologizing and try to figure out how to solve the problem.

HINTS
compensation
補償
defective
欠陥のある
inconvenience
不便
reimbursement
弁償
order
注文
shipped
出荷された
troublesome
面倒な
unacceptable
容認できない