京都で英会話を習うなら!四条烏丸より徒歩5分
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受付時間：10:00-21:00 (曜日により異なります)
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Topic: Phone Skills – Handling Complaints
Part 1: Classifying complaints
Although customer support receives calls concerning a variety of issues, most fit into a few distinct categories.
Vocabulary:
own: (v.) admit or acknowledge that something is the case
go a long way: (v.) an effective or important factor in achieving something
escalate: (v.) to involve a superior in a situation
workaround: (n.) a way to deal with a problem’s negative impact without solving it directly
credibility: (n.) the quality of being trusted or believed in.
Part 2: Video and conversation flow
Watch and take note of the staff’s tone and willingness to assist the customer.
Part3: Roleplay
