Business --- Telephone Complaints
Business --- TELEPHONE COMPLAINTS
Grammar Pattern
Warm-up
Talk about these questions with your teacher.
선생님과 이야기해 보세요.
- Have you ever had to call a company to complain about a product or service? What happened?
제품이나 서비스에 대해 불만을 제기하려고 회사에 전화한 적이 있나요? 어떤 일이 있었나요? - When handling a complaint from a client over the phone, what do you think is the most important thing to do first?
전화로 고객의 불만을 처리할 때, 가장 먼저 해야 할 일은 무엇이라고 생각하나요?
Vocabulary
Listen and repeat after your teacher.
선생님을 따라 읽어보세요.
Reading
Read the passage with your teacher.
선생님과 함께 지문을 읽어보세요.
Grammar Pattern
COMPLAINTS
STATING REASON FOR THE CALL
I'm calling about...
Unfortunately, there's a problem with...
I'm calling to complain about...
EXPLAINING THE PROBLEM
There seems to be...
We haven't received...
The...doesn't work.
The quality of the work is below standard.
The specifications are not in accordance with our order.
REFERRING TO PREVIOUS PROBLEMS
It's not the first time we've had this problem.
This is the (third) time has happened.
Three months ago...
We had a meeting about this and you assured that....
THREATENING
If the problem is not resolved....
We'll have to consider our position.
We'll contact other suppliers.
HANDLING COMPLAINTS AND OTHER PROBLEMS
Could you tell me exactly what..?
Can you tell me...?
What's the..?
APOLOGIZING
I'm sorry to hear that.
I'm very sorry about the problem/ delay/ mistake...
DENYING AN ACCUSATION
No, I don't think that can be right.
I'm sorry but I think you're mistaken.
I'm afraid that can't be true.
Comprehension Check
Answer the questions about what you read.
읽은 내용에 대한 질문에 답해 보세요.
A: Answer
B: Greeting. Introduce his self.
A: Offer to help
B: Explain the problem. Order HF5618 for 20 printers. Only 17 have arrived.
A: Express surprise.
B: State that this is the second time you have received an incomplete delivery.
A: Suggest possible error in order administration.
B: Agree- say you need the other printers urgently. Delays are costing you goodwill-
unhappy customers.
A: Explain stock problems.
B: Ask for a promise of delivery date-ASAP
A: Promise next Monday.
B: Complain-you want dispatch now.
A: Express-regret not possible.
B: Ask for fax to confirm dispatch now.
A: Agree-apologize-end call.
Korean Trap! / 한국인 실수 교정
Common mistakes Korean speakers make.
한국인이 자주 하는 실수를 알아봅시다.
한국어에서 '~하려고 전화했습니다'를 영어로 옮길 때 'calling for complain'이라고 하는 경우가 많습니다. 영어에서는 목적을 나타낼 때 'to + 동사원형'을 사용해야 하므로 'calling to complain'이 올바른 표현입니다. 또한 'complain'은 동사이므로 'for' 뒤에 올 경우 'for complaining'(동명사)이 되어야 하지만, 비즈니스 전화에서는 'to complain'이 훨씬 자연스럽습니다.
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 --- TELEPHONE COMPLAINTS
Level: Business (BIZ)
Review this lesson before your next class! / 다음 수업 전에 복습하세요!