Original

クレームの電話に対応しよう

Talking with a customer about a refund on the phone
あなたは返金を求めている顧客と電話で話しているところです。
クレームの電話には落ち着いた対応が求められます。返金を行う場合も、行わない場合も、順序立てた説明をできるようにしっかり練習しましょう。
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I bought your product last week, but it broke this morning. I would like a refund, please.
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I bought your product last week, but it broke this morning. I would like a refund, please.

Thank you for your calling.
And I would like to apologize for your inconvenience.
If you don't mind , could you tell me which products you bought and what is the current situation in detail?

自然な表現

Thank you for calling.
And I would like to apologize for your inconvenience.
If you don't mind, could you tell me which products you bought and what is the current situation in detail?

1. no need to add 'your' before gerunds, it is unnatural
It is an oven with model number 3456B. I used it for the first time since I bought it. It did not heat up.

I'm so sorry to hear that.
We offer an unconditional guarantee soon.
Would you be so kind to send the oven to our factory?
Of course we will pay for the shipping costs.
After we receive it , we will send it to you as soon as possible.

自然な表現

I'm so sorry to hear that.
We offer an unconditional guarantee.
Would you be so kind to send the oven to our factory?
Of course, we will pay for the shipping costs.
After we receive it, we will send it to you as soon as possible.

1. omit 'soon' as if you have 'soon' it refers to something that is yet to happen so you would need future simple (will+infinitive) instead of present simple
Yeah, I would be glad to return it. But I want another model without defect. Is that okay with you?

There is no problem with it.
But if you want more expensive one , we need to charge extra price to you.
Besides that , if you want cheeper one, we cannot refund the difference price.

If you can accept it , could you tell me which one you want?

自然な表現

There is no problem with it.
But if you want a more expensive one, we need to charge extra.
Besides that, if you want a cheaper one, we cannot refund the difference price.

If you can accept it, could you tell me which one you want?

1. add 'a' to refer to one more expensive one
2. charge extra (no need for other words)
3. add 'a' to refer to one cheaper one
I want exactly the same product and model. Okay? Please tell me how to process this shipping and return?

Yes, I have noted.

Could you send your product to our factory first.The address is written on back side on the oven.
After we receive it , we will send the new one to you soon.
It will take 2 days to get there.

自然な表現

Yes, I have noted.

Could you send your product to our factory first?The address is written on the backside of the oven.
After we receive it, we will send the new one to you soon.
It will take 2 days to get there.

1. add a question mark at the end of questions
2. add 'the' to refer to that specific backside (backside=one word)
3. on the backside OF something
Okay. Thank you very much. This product comes with a year warranty. Right? What else are included in it?

It's my pleasure.
Sure. If any problem happen in a year, we will deal with them.
That's all included in it.

自然な表現

It's my pleasure.
Sure. If any problem happens in a year, we will deal with it.
That's all included in it.

1. any problem=third-person singular+verb+s
2. you need 'it' to replace a singular noun 'problem'
  • expiration(〔契約などの〕満期)
  • disclaimer(免責条項)
  • guarantee((名)〔製品の〕保証(書)、(動)保証する)
  • warranty(〔製品の〕(品質)保証(書))
  • reputation(評判)
  • conditional(条件付きの)
  • unconditional(無条件の)
  • legal(法律(上)の)
  • documentation(証拠書類、参照文献)
  • reimbursement(返済)
  • state of the art (最新式の)
  • customer satisfaction(顧客満足(度))
  • reading the fine print(細かい文字での表記部分を読む)
  • proof of purchase(購入証明書)
  • Can I get reimbursed for the shipping costs?(発送費は払い戻していただけますか?)
  • What documentation do I need to provide?(どの書類の提出が必要ですか?)
  • We offer an unconditional guarantee.(無条件の補償を提供いたします。)
  • What is the expiration date of the warranty?(補償有効期限はいつですか?)
  • We offer an extended warranty.(補償期間の延長をいたします。)
  • Have you kept the original wrapping material?(包装紙を保管していますか?)

こんな方にオススメ

  • ビジネス
  • 初級
  • 電話応対
  • 要件を伝える