京都で英会話を習うなら四条烏丸より徒歩５分
イングリッシュバフェ
075-275-5985
受付時間：10:00-21:00 (曜日により異なります)
イングリッシュバフェ
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.
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 Part 2: Video and conversation flow
Watch and take note of the staff’s tone and willingness to assist the customer.
Part 3: Roleplay
Scenario A: Time-based complaint
Scenario B: Company-based complaint
Scenario C: Product/service-based complaint
