Business --- Complaining
Business --- COMPLAINING
Grammar Pattern
Warm-up
Talk about these questions with your teacher.
선생님과 이야기해 보세요.
- Have you ever called a company to complain about a late delivery or a defective product? What happened?
배송 지연이나 불량품 때문에 회사에 전화로 불만을 제기한 적이 있나요? 어떻게 되었나요? - When you receive a complaint from a customer at work, how do you usually handle it?
직장에서 고객으로부터 불만을 접수받으면 보통 어떻게 처리하시나요?
Vocabulary
Listen and repeat after your teacher.
선생님을 따라 읽어보세요.
Reading
Read the passage with your teacher.
선생님과 함께 지문을 읽어보세요.
Grammar Pattern
The complaint
Excuse me, but we expected delivery...
I'm sorry but your promised...
You said that I would have ....
We haven't received...yet
It's now three weeks late.
Request Action
Please could you... as soon as possible?
If you don't repait it immeidately, we will have to cancel the order.
What are you going to do about it?
Accepting Action
Ok. That's fine.
Ok. That will do.
Ok. That will have to do.
Reject Action
I'm sorry but....
That's unacceptable.
I'm afraid wd can't accept that.
HANDLING THE COMPLAINT
Ask for information
What is the problem exactly?
Could you explain exactly what the problem is?
Saying Sorry
I see. We're very sorry about that.
Again, I do apologize.
Explaining thre reason of the problem
I'm afraid that we can't/ couldn't ....
The reason is that...
The problem was caused by...
It was a clerical computer error.
It was an oversight on our part.
A promise of Action
I'll deal with it/ attend to it/ send an engineer immediately.
I'll find/ arrange a replacement right away.
Is that acceptable?/ Is that OK?
Your fault
It's our fault. We accept full responsibility.
We are to blame. We should have...(repaired it yesterday)
Their fault
I'm sorry but you didn't inform us that you wanted manuals.
Close
I apologize once again. We are very sorry about this.
I apologize for any inconvenience caused. It won't happen again, I assure you.
DIALOG
Fill in the blanks
inconvenience
apologize
immediatetely
oversight
Sam: Is this Pizza House? We ordered a pizza over an hour ago!
Employee: I ________ for that, sir. Can I get your name?
Sam: It's Sam Lee.
Employee: I'm sorry, Mr. Lee, but I can't find your order on your computer.
Sam: What?
Employee: I think there was an error. By some ___, your order was never recorded. I don't know who is to blame for this. do you know who took the order?
Sam: No, I can't remember. This kind of service is totally unacceptable.
Employee: I assure you, Mr. Lee, this kind of thing rarely happens. We'll get a pizza to your house _____________. We're very sorry for the ___________.
Dialogue Practice
Practice the dialogue with your teacher.
선생님과 대화를 연습해 보세요.
Fill in the blanks
inconvenience
apologize
immediatetely
oversight
Sam: Is this Pizza House? We ordered a pizza over an hour ago!
Employee: I ________ for that, sir. Can I get your name?
Sam: It's Sam Lee.
Employee: I'm sorry, Mr. Lee, but I can't find your order on your computer.
Sam: What?
Employee: I think there was an error. By some ___, your order was never recorded. I don't know who is to blame for this. do you know who took the order?
Sam: No, I can't remember. This kind of service is totally unacceptable.
Employee: I assure you, Mr. Lee, this kind of thing rarely happens. We'll get a pizza to your house _____________. We're very sorry for the ___________.
Comprehension Check
Answer the questions about what you read.
읽은 내용에 대한 질문에 답해 보세요.
Correct the mistake in each of the following sentences:
1. I have not receive the pizza I ordered two hours ago!
2. Send someone to fix it as soon as possible!
3. She thought the service was unaccepting and asked for her money back.
4. The problem is clearly our fault, so we accpety full responsible.
5. We lost your oder because of an error clerical.
Korean Trap! / 한국인 실수 교정
Common mistakes Korean speakers make.
한국인이 자주 하는 실수를 알아봅시다.
한국어로 "불만을 말하고 싶다"를 직역하면 "I want to complain"이 되지만, 비즈니스 상황에서는 너무 직접적이고 공격적으로 들립니다. 영어 비즈니스 통화에서는 "I'd like to make a complaint" 또는 "I'm calling regarding an issue with..."처럼 간접적이고 정중한 표현을 사용해야 합니다. 부드러운 표현이 오히려 더 빠른 해결을 이끌어냅니다.
Discussion
Share your thoughts with your teacher.
선생님과 의견을 나눠보세요.
- How would you apply what you learned today?
오늘 배운 것을 어떻게 활용하시겠어요? - What was the most useful part of this lesson?
이 수업에서 가장 유용한 부분은 무엇이었나요? - Can you think of a real situation where you would use this?
이것을 사용할 실제 상황을 생각해 볼 수 있나요? - What would you like to practice more?
더 연습하고 싶은 것은 무엇인가요?
Lesson Summary / 수업 요약
Today's Topic: Business --- COMPLAINING
Level: Business (BIZ)
Review this lesson before your next class! / 다음 수업 전에 복습하세요!