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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Topic: Phone Skills – Handling Complaints
Part 1: Classifying Customer Complaints
Let’s take a look at the three complaints a customer service member is most likely to encounter.
1. Time-based complaints arise when a customer feels something did not happen within the expected timeframe.
2. Company-based complaints relate to dissatisfaction with company policies, procedures, or interactions with staff.
3. Product/service-based complaints focus on the features, performance, or availability of a product or service.
Vocabulary:
take ownership: (v.) take responsibility for something (often a problem or mistake)
accountability: (n.) responsibility
validate: (v.) show or support the truth of something
escalate: (v.) to bring a problem to someone with greater authority
rationale: (n.) the reasons or logic that support an action, belief, etc.
defect: (n.) an imperfection
workaround: (n.) a method for overcoming a problem or limitation (often without solving it directly)
credibility: (n.) the quality of being trustworthy
best practice: (n.) a procedure that is accepted as being correct or most effective.
Part 2: Video and conversation flow
Watch and take note of the staff’s tone and willingness to assist the customer.
Part3: Roleplay
Using one of the provided scenarios to practice handling a complaint as a member of customer support.
