Level B2 Business English
Lesson 32
Customer Service – Suggesting A Solution To A Complaint
顧客サービス 苦情に解決策を提案する

1
PHRASE OF THE DAY
今日のフレーズ

We would replace the current one and give you....
今お使いのものを交換し、またさらに、、、差し上げます

2
SITUATION
状況

Jill suggests a solution to help solve the customer's problem.
ジルは顧客の問題に解決策を示しています。

3
DIALOGUE
ダイアログ

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

Jill
Sir, I’ve had a word to my manager and I think I have a viable solution to the problem with your product.
Jared
Really, what is it? I’m all ears.
Jill
We would replace the current one and give you a certificate worth 20% off your next purchase of one of our products, if you took the player back to the store you bought it from. Do you still have the receipt?
Jared
Yes, I do. I always make sure to save the receipts for cases like these.
Jill
Good. If you give us your address we will mail the certificate to you straight away. You should have no problem exchanging the defective stereo at the store. However, if you do, have them phone us and we will approve the replacement of your stereo.
Jared
Thank you so much for your help, Jill.

4
VOCABULARY
語い

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

have a word
相談する
viable
実行可能な
I’m all ears
聞きたいですね
player
プレイヤー
receipt
レシート

5
LANGUAGE FOCUS
今日のポイント

We would replace the current one and give you....
今お使いのものを交換し、またさらに、、、差し上げます
Customer Service - Suggesting A Solution To A Complaint

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

We are willing to exchange your …
It is store policy not to offer replacements without a receipt.
Would a free replacement be satisfactory?
If you were willing to … we would …
In order to keep you as a valued customer, we are willing to offer the following solution.
I have been authorized to offer you a one-time free replacement of your damaged unit.
We can find an equitable solution for your problem if you give us the chance.

6
ACTIVITY
練習

Activity 1: Discuss the following with your tutor:
What kind of products can you get a replacement for in Japan? Have you ever had to ask for a replacement?

Activity 2: You work in a major department store. Your tutor is an angry customer asking for a replacement for her coffee machine. Try to calmly suggest a way to solve the customer’s complaint.

HINTS
chipped
欠けた
defective
欠陥のある
exchange
交換
money back guarantee
返金保証
refund
返金
return policy
返品ポリシー
store policy
店のポリシー
troublesome
面倒な
warranty
保証、保証書