Day 4

DAY 4: PROPOSE A SOLUTION
SAMPLE SITUATION:
Hello, I am calling to complain about some unauthorized purchases made on my credit card. I am Vanessa Kim and my card was not stolen as I still have it in my possession, but someone has been using it regularly. This has happened before and I cancelled my old card, but I’m afraid that this will continue to occur even if I get a new credit card. I never let my wallet or purse out of my sight during the day, so what is going on? I would really appreciate any help I can get with this problem.
1. The teacher will give a sample of an opening spiel then the student will create their own opening spiel and practice reciting the spiel. The opening spiel should consist of the following: Acknowledging the callers name, Introduce yourself, position and company.
2. The teacher will give a sample on how to acknowledge the message of the caller. The student will create their own sentences and they can use the following samples.
e.g I am returning your earlier call. I understand that…”I’ve gotten your message..I hear that..
3. Ask the student to create sentences to identify or summarize the problem or request. The student can use the following phrases.
e.g SAMPLE (PROBLEM):SAMPLE REQUEST: Unfortunately, So you would like to I’m afraid, The problem is,4. Ask the student to create sentences and practice different approach in apologizing or sympathizing. The student can use the following sample phrases to create their sentences.
SAMPLES:I’m/ We’re sorry about…I’m/ We’re very sorry for…I’m/ We’re sorry that…I/ We’d like to apologize for (the mistake with…)Please accept my/our apologies for this…We sincerely hope you will accept our apologies for this situation
5. The teacher can give an example using one of the samples given. Ask the student to create sentences in explaining the situation. The student should think of possible situations that are currently taking place or that has happened. Give the following samples to the student so that they can create their sentences.
SAMPLES:After checking the situation, I’ve found out thatAfter getting your message, I’ve talked toAfter checking you account, I’ve talked to
6. The teacher can give an example of a possible solution and then the student will create their own possible solution by creating sentences using the samples given.
SAMPLES :I suggest that..Why don’t youI think you should..
7. The teacher can give an example of a possible offer or gift to compensate for the trouble experienced by the client or an additional solution. The student will think of their own offer or additional solution by creating sentences and they can use the samples given to start their sentences. ( Giving compensation or adding another solution will depend on the situation)
SAMPLES:To compensate you..If that’s not possible..In exchange for the trouble..8. The teacher will give a sample on how to end the message. The student will then create their own closing spiel and they can use the samples given to start their sentences.
SAMPLES:I will call you (tomorrow) to confirm this.If this sounds OK, please stop by or give us a call.Please call me and let me know..If you wish to talk more about this matter..
9. The student will choose one sentence from each task to create their answer. After they would need to recite the whole paragraph.
Test Takers Step Guide and Model Answer:
Model Answer:
Step 1 Acknowledge the call/message: Hello Vanessa, this is Rick, Senior Manager at VistaStep 2 Summarize the problem: and I’m calling about the problem you’ve been having with your credit card.You said this has happened before where unauthorized purchases were made on your card. Your credit card information seems to have been stolen, even though you still have your actual card.
Step 3 Apologize/Sympathize.Explain your situation: I am sorry to hear that there were some suspicious transactions with your card. Upon checking your account, we were able to trace that the last transaction was at a grocery store. Your previous cancelled credit card information may have been stolen from the same place.Step 4 Propose a solution: I will cancel your current card and issue you a new one if you wan
Step 5 Give compensation: We are also working with authorities to determine when and where the information was stolen.We are doing the best that we can to avoid this kind of situation.
Step 6 End the message: Please let me know of your decisions as we and the authorities continue to investigate this problem. You can contact me at any time by phone at 337-5237
TEST TECHNIQUES:
Listen for the key information. You will only hear the message once, so you must pick out the key information you need to make a complete response, including the person’s name, the problem, and any special conditions that need to be dealt with (time, deadlines, or other issues)
You will hear clues in the telephone message as to the role you are supposed to play in your response e.g. bookstore employee, bank manager, or hotel employee.
Use your imagination to think of an explanation about why the problem happened.
Think of a possible solution to the problem.
Give feasible compensation if necessary.
End the message on a light or positive note.