Lesson 10~11 Propose a Solution

1문제 Question 10

준비 30초 답변 60초



유형 특징 3가지

문제점 제안 / 불만 제기 - Problem : 요금, 배송, 서비스, 기기 고장 등

고객의 변심 / 요청 - Request : 예약 변경, 발표, 회의 참석 등

조언 - Advice : 마케팅, 각종 업무



[Template + Problem]

How to Answer

1. recognize the problem

 Summarizing part 첫 30초

 들은 내용을 parapharasing (key word 3개 찾기)

 (1) 사건의 발단 - 보통 동사

 (2) 문제점

 (3) 해결책 또는 다른 문제점



2. dealing with the problem

 Solution Part 마지막 30초



Template & Expressions

Template

 1) 첫 인사/ 본인 소개

 2) 사과

 3) 줄거리

 4) 해결책

 5) 감사

 6) 끝인사



Expressions

 1) 첫 인사/ 본인 소개

   Hello 손님 이름, this is  본인 이름 calling from 회사 이름.

 2) 사과

   I'm sorry (I apologize) for the inconvenience we have caused you.

 3) 줄거리

   I heard that ~

 4) 해결책

   I'm willing to ~

 5) 감사

   Thank you for your understanding.

 6) If you have futher questions, please feel free (don't hesitate) to call me anytime.



Example Answer



Hello, Ms. Collins. This is Richard Underwood from Sushine Supermarket.

I apologize for the inconvenience we have caused you.

I heard that you shopped at our store, and you were overcharged for some wine.

Also, you were upset with the cashier's bad attitude.

I'm willing to give you a refund immediately. Please let me know your bank account number as soon as possible.

Also, I trained the cashier for better service.

Don't worry, this will never happen again.

Thank you for your understanding.

If you have futher questions, please feel free to call me anytime.



Actual Test I Answer



Hi Mr. Robins. This is Chuck Davis calling from Fun Ticket.com.

First of all, I give mt sincere apology for the mix-up we had with our computer system.

I heard that you reserved some Ballet tickets through our agency, but there were no tickets under your name when you

went to pick them up at the Crystal Art Center.

And you need them soon because the show will start in 30 minutes.

I'm willing to call the box office to fix the problem immediately. I checked and confirmed your name and reservation number,

so you will be able to claim your tickets this time.

To compensate you, I'll give you a discount coupon for the next performance you reserve. Please let me know your address,

so I can send it to you.

Thank you for your generous understanding.

If you have futher questions, please let me know anytime.

I hope you will enjoy the show.



Actual Test II Answer



Hi Victor. This is Audrey calling from the Technology department.

I'm sorry to hear that the new computer system is getting in your way of getting work done when it's supposed to be helping you.

We installed a new computer system to improve work efficiency, but it's actually taking a longer time than before.

So, you don't think it's a good idea to start using it now since it's such a busy time of the year.

I'm willing to switch back to the old system right now because we don't want to cause any trouble during the busy time.

Don't worry, we will provide some training sessions and enough time for everyone to be familiar with the new system.

I hope this will solve the problem.

Meanwhile, if you have any problems or questions about the computer system, please don't hesitate to call me anytime.



Warm up & Expressions

1) 첫인사 / 본인소개

Hello 손님이름, this is 본인 이름 calling from 회사 이름

전화를 건 목적을 밝힐때

I'm calling about ~ / I'm calling to say that ~



2) 사과

I'm sorry for the inconvenience we have caused you.

I'm really sorry to hear about your situation

We are sorry for the delay

We are sorry for the mistake with your order

We fell so bad that this has happende more than once with you

I really have to apologize for the confusion



3) 줄거리

I heard that ~ / I understand that ~



4) 해결책

I am willing to ~ / I will be willing to ~

Of course I will ~

I am happy to tell you that ~

보상

To compensate you ~ / To make it up to you ~

I will give you a discount coupon for your next purchase

I will give you a 30% discount on your reservation

The delivery fee is on us



5) 감사

Thank you for your understanding

I appreciate your generous understanding

Thank you for always using our service

Thank you for being our VIP customer



6) 끝인사

If you have further questions, please feel free don't hesitate to call me anytime

If you wish to speak more further about this matter, please call me back at 555-1234

For more information, please call me back at 555-1234



[Request]

how to answer

첫 문장 - 해결이 가능한지 확인

I checked our reservation list,

확인 후 승낙

and fortuately we have some svailable seats.

확인 후 거절

but unfortunately we have no available seats.



두 번째 문장 - 승낙

I am willing to upgrade your seat to business class seat right now.



세 번째 문장 - 조건 / 추가 정보

But you will have to pay extra charge



마지막 문장 - 추가 정보 / 요청

Please let me know your decision ASAP



Example Answer

Hello Ms. Cates.

I understand that you reserved an economy class seat for your trip through our angency.

But you had back surgery recently, so you want to change your seat to business class.

I checked our reservation list and fortunately we have some available seats.

I'm willing to upgrade your seat to business seats, but you will have to pay an extra charge.

I'll put the ticket on hold, so please let me know your desicion as soon as possible.

If you have further questions, please feel free to call me anytime. Have a great day!



Actual Test I

Hi Nate, this is Amber.

I just got your message saying that you are supposed to give a presentation on the research results today,

but you need to fly out to Chicago to take care of your mom because she's ill.

You want me to give the presentation insead of you.

First of all, I'm sorry to hear about your mother.

I checked my schedule and fortunately I'm available this afternoon.

I'm willing to help you with the presentaion.

But please send me the presentaion materials now, so that I can prepare.

I have to say that I'm quite nervous taking your place for such an important presentaion, but don't worry.

I'll take care of everything.

If you need more help, please feel free to call me anytime. Good Luck!



Actual Test II

Hi, Mr. Williams.

This is Cindy Park, the manager of the city tour.

I understand that you originally registered for the whole day city tour, but you can only attend the afternoon session, so you'd like to join the group at the National Museum.

Don't worry; similar things have happended before, so it's not a problem to arrange for someone to meet you at the museum.

I called the tour guide, and he said he can meet you by the front entrance at 1PM.

All of our tour guides wear red T-shirts, so you won't miss him. Just in case you run late or can't find him, his number is 553-1020.

If you have further questions or concerns, please don't hesitate to call me anytime.

I hope you have a great tour.



Warm up & Expressions

일상생활

물건 주문 / 배송 실수

After checking into the situation / I checked and found out that ~

One of our staff made a mistake and sent you the wrong item.

there were some errors in our computer system.

our delivery man has made a mistake during the shipping prcedure.

We will send you the right product immediately by express delivery service.

We gill you a full refund.

We will exchange the product for another one of your choice



예약 관련 실수

I checked our reservation list and found out that ~

one of our staff made a mistake when taking your reservation

we misunderstood your booking



예약 수락

I checked our reservation list and fortunately ~

we have some available tables.

there had been some cancellations, so we have some available rooms.



예약 거절

I checked our reservation list and unfortunately

we have no available rooms on the dates you requested.

it is against our policy



실수에 대한 보상

to compensate you / to make it up to you

I will give you a discount coupon

The delivery fee is on us

The repair fee is free of charge

I will upgrade your seat for free



회사 생활

회사 업무 관련 상황 / 조언

I have some good ideas for you

When I planned such an event / meeting / visit



전문가 소개하기

I know a person who is an expert in this field

I worked with ~ who is an expert in the field

He should be able to help you out on this matter



제안 / 조언하기

Why don't you ~

You should ~

It would be helpful if you ~



프리젠테이션 / 인터뷰 잘하기

Please make sure to ~

It's important to ~

You should ~