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ENHANDLING COMPLAINT CALLS

ENAGENDA

EN Procedure for Handling Complaints

EN Commonly Used Japanese Phrases in Handling Complaints

EN Key Points for Handling Complaints

EN LESSON GOAL

ENLearn how to handle complaints from clients smoothly

ENKey Points for Handling Complaints

ENKey Points for Handling Complaints

EN Don't keep someone waiting for too long.

EN Listen to the other person's entire message.

EN If you don't know the situation or the solution, tell them you'll call back.

ENProcedure for Handling Complaints

ENクレーム対応の流れ Procedure for Handling Complaints
クレームの電話がかかってくる Receive a phone call of complaint

EN Listen to the other party's concerns
相手の話を聞いて、まず謝る and begin by apologizing

EN 状況を確認する Confirm the situation

EN 対応策を提案する Propose a solution

EN 最後にお礼を言う Conclude with gratitude

ENクレーム対応の流れ Procedure for Handling Complaints

EN Listen to the other party's concerns
相手の話を聞いて、まず謝る and begin by apologizing

EN To calm down the other person's anger or anxiety

EN 状況を確認する Confirm the situation

EN Listen to them while giving nods of understanding.
After listening to their story, confirm the details.

EN 対応策を提案する Propose a solution

EN Explain the cause and propose a solution

ENCommonly Used Japanese Phrases in Handling Complaints

EN I apologize for any inconvenience caused.

EN I deeply regret any inconvenience we may have caused.

EN I apologize for any inconvenience this may have caused.

EN I see

EN Indeed, that is correct.

EN Would it be possible for me to confirm?

EN Alright then, would it be okay for me to confirm the situation?

EN You mentioned that the product was broken. Could you please describe the condition it was in?

EN Giving off an impression of being treated casually.
Leading to misunderstandings.

EN It gives off the impression of making fun of someone

EN Gives the impression of being a great person

EN What do you mean?

EN Certainly, could you please provide more details about ~?

EN So...
As I mentioned earlier...

EN I apologize for the unclear explanation regarding...

EN That's incorrect.

EN So, you're saying it's like this, right?
I'll confirm it.

ENTaking customer complaint calls regarding products

EN商品に対するクレーム Taking customer complaint calls regarding products

EN Hello, this is ABC Corporation
YOU

EN The bottle of toner I bought the other day was broken.

EN Is that so? We’re terribly sorry.

EN Could you please let me know about the condition of the item?

EN商品に対するクレーム Taking customer complaint calls regarding products

ENYOU
When I opened the box, I found that the jar inside was broken,
and its contents had spilled all over the box.

EN Is that so? We’re terribly sorry.
STEP 2 :

EN When you opened it, the jar was already damaged, is that correct

EN商品に対するクレーム Taking customer complaint calls regarding products

EN We'd like to exchange this for a new item, if that's alright.

EN I sincerely apologize for the inconvenience caused. Rest assured,
we will take thorough measures to prevent such occurrences in the future.
Today, I, Tanaka, handled your call. Thank you for reaching out.

ENTaking customer complaint calls regarding products

EN Japanese Complaint Handling Training Text -
Extracted and Translated
Title and Main Headers

ENRomanji: Kurēmu taiō no nagare to Nihongo wo oboeyou
English: Let's learn the complaint handling process and Japanese phrases

ENRomanji: Torihikisaki kara no kurēmu ni sumūzu ni taiō dekiru you ni narou
English: Learn how to handle complaints from clients smoothly
Key Points for Handling Complaints (クレーム対応の時のポイ

ENRomanji: Aite wo chōjikan matasena
English: Don't keep someone waiting for too long

ENRomanji: Aite no hanashi wo saigo made kiku
English: Listen to the other person's entire message

ENRomanji: Jōkyō ya taiōsaku ga wakaranai toki wa orikaeshi
English: If you don't know the situation or the solution, tell them you'll call back
Complaint Handling Procedure (クレーム対応の流れ)
Step 1

ENRomanji: Kurēmu no denwa ga kakatte kuru
English: Receive a phone call of complaint
Step 2

ENRomanji: Aite no hanashi wo kiite, mazu ayamaru
English: Listen to the other party's concerns and begin by apologizing

ENRomanji: Aite no ikari ya fuan wo shizumete morau tame
English: To calm down the other person's anger or anxiety

ENRomanji: Aizuchi wo uchinagara hanashi wo kiku
English: Listen to them while giving nods of understanding
Step 3
Japanese: 状況を確認する
Romanji: Jōkyō wo kakunin suru
English: Confirm the situation

ENRomanji: Hanashi wo kiki owattara, hanashi no naiyō wo kakunin suru
English: After listening to their story, confirm the details
Step 4

ENRomanji: Taiōsaku wo teian suru
English: Propose a solution

ENRomanji: Gen'in wo setsumei shite, kaiketsusaku wo teian suru
English: Explain the cause and propose a solution
Step 5

ENRomanji: Saigo ni orei wo iu
English: Conclude with gratitude
Apology Phrases (謝る時の言葉)

ENRomanji: Gomeiwaku wo okake shite shimai, makoto ni mōshiwake gozaimasen
English: I apologize for any inconvenience caused

ENRomanji: Gofuben wo okake itashimashite, taihen shitsurei itashimashita
English: I deeply regret any inconvenience we may have caused

ENRomanji: Otesū wo okake itashimashite, taihen mōshiwake gozaimasen
English: I apologize for any inconvenience this may have caused
Acknowledgment Phrases (相手の話を聞く時のあいづち)
Japanese: はい
Romanji: Hai
English: Yes

ENRomanji: Sayō de gozaimasu ka
English: I see

ENRomanji: Gomottomo de gozaimasu
English: Indeed, that is correct
Question and Confirmation Phrases (相手に質問や確認をする

ENRomanji: Osore irimasu ga, kakunin wo sasete itadaite mo yoroshii deshōu ka
English: Would it be possible for me to confirm?

ENRomanji: Sore dewa, jōkyō wo kakunin sasete itadaite mo yoroshii deshōu ka
English: Alright then, would it be okay for me to confirm the situation?

ENRomanji: Shōhin ga kowarete ita to iu koto desu ga, dono yōna jōtai datta ka wo oshiete
itadakemasu deshōu ka
English: You mentioned that the product was broken. Could you please describe the
condition it was in?
When You Don't Understand (話の内容がわからなかったとき)

ENRomanji: Osore irimasu ga, ~ ni tsuite mō sukoshi kuwashiku oshiete itadakemasu deshōu
ka
English: Certainly, could you please provide more details about ~?

ENWhen Your Explanation Isn't Understood (自分の話を理解して

ENRomanji: Setsumei ga wakarinikuku, mōshiwake gozaimasen
English: I apologize for the unclear explanation
Japanese: ～につきましては
Romanji: ~ ni tsukimashite wa
English: Regarding ~
When the Customer Says Something Obviously Wrong (お客様

ENRomanji: Sayō de gozaimasu ka, ~ to iu koto desu ne. Kakunin itashimasu
English: So, you're saying it's like this, right? I'll confirm it
Sample Dialogue - Product Complaint
Japanese: はい、ABC株式会社です
Romanji: Hai, ABC kabushikigaisha desu
English: Hello, this is ABC Corporation

ENRomanji: Senjitsu katta keshōsui no botoru ga kowarete ita n desu ga
English: The bottle of toner I bought the other day was broken

ENRomanji: Sayō de gozaimasu ka. Taihen mōshiwake gozaimasen deshita
English: Is that so? We're terribly sorry

ENRomanji: Osore irimasu ga, shōhin no jōtai ni tsuite oshiete itadakemasu deshōu ka
English: Could you please let me know about the condition of the item?

ENRomanji: Hako wo aketara bin ga warete imashita. Bin no nakami ga zenbu hako no naka de
koborete imashita
English: When I opened the box, I found that the jar inside was broken, and its contents had
spilled all over the box

ENRomanji: Kaifū shita toki ni wa sudeni bin ga hason shite ita to iu koto desu ne
English: When you opened it, the jar was already damaged, is that correct

ENRomanji: Sore dewa atarashii shōhin to kōkan sasete itadakitai no desu ga, yoroshii deshōu
ka
English: We'd like to exchange this for a new item, if that's alright

ENRomanji: Hai, onegai shimasu
English: Yes, please

ENRomanji: ○○-sama, kono tabi wa makoto ni mōshiwake gozaimasen deshita. Kongo wa kono
yōna koto ga okoranai yō jūbun ni chūi itashimasu. Honjitsu wa watakushi, Tanaka ga
uketamawarimashita. Odenwa arigatō gozaimashita
English: Mr./Ms. ○○, I sincerely apologize for the inconvenience caused. Rest assured, we
will take thorough measures to prevent such occurrences in the future. Today, I, Tanaka,
handled your call. Thank you for reaching out
Practice Scenario Details

ENRomanji: Gyōshu: ofisu yōhin no netto tsūhan gaisha
English: Business type: Online office supplies company

ENRomanji: Haikei: kokyaku ga onrain de chūmon shita kopī yōshi sen mai ga, ichi-hako
(gohyaku mai) shika todokazui, gyōmu ni shishō ga dete iru
English: Background: A customer ordered 1000 sheets of copy paper online, but only
received 1 box (500 sheets), causing disruption to their business operations

ENRomanji: Kinō, kopī yōshi wo ni-hako chūmon shita no ni, ichi-hako shika todoite imasen!
Ima sugu okutte kudasai!
English: Yesterday, I ordered 2 boxes of copy paper, but only 1 box has arrived! Please send
it immediately!

ENOf course. Here is the conversation scenario translated into Romaji and English,
presented sentence by sentence.
Customer Service Conversation
1. Listen to the customer and apologize

EN • Romanji: "Taihen mōshiwake gozaimasen. Go-chūmon itadaita shōhin ga
todokazu, go-meiwaku o okake shite orimasu. Kuwashiku o-ukagai shite mo
yoroshii deshō ka?"
• English: "I am terribly sorry. The item you ordered did not arrive, and we have
caused you a great deal of trouble. May I ask you for more details?"

EN2. Confirm the situation

EN • Romanji: "Go-chūmon wa, kinō 'kopī yōshi sen-mai (ni-hako)' to no koto
deshita ga, genjiten de o-temoto ni wa gohyaku-mai-bun no hito-hako nomi to
no koto desu ne? Haisō denpyō ya go-chūmon bangō (rei: #12345) o o-oshie
itadakemasu deshō ka?"
• English: "So, your order yesterday was for '1,000 sheets of copy paper (2
boxes),' but you currently only have one box of 500 sheets, is that correct?
Could you please provide the shipping slip or your order number (e.g.,
#12345)?"

EN • Romanji: "Hai, denpyō bangō wa kyū-kyū-hachi-hachi-nana-nana de, chūmon
bangō wa #12345 desu."
• English: "Yes, the slip number is 998877, and the order number is #12345."
3. Propose a solution

EN • Romanji: "Kakunin itashimashita. Sugu ni zaiko o kakunin shi, nokori no hito-
hako o honjitsu-chū ni tehai itashimasu. Gogo maru-ji goro ni wa hassō kanō
desu. O-todoke wa saitan de ashita-jū o yotei shite orimasu ga, yoroshii
deshō ka?"
• English: "I have confirmed that. We will immediately check our inventory and
arrange to ship the remaining box today. It should be possible to send it out
around ◯ PM. The earliest delivery is scheduled for tomorrow; would that be
alright?"

EN • Romanji: "Mata, go-fuben o okake shite iru o-wabi to shite, jikai go-riyō
itadakeru jū-pāsento waribiki kūpon o hakkō sasete itadaite mo yoroshii deshō
ka?"
• English (Optional): "Also, as an apology for the inconvenience, would it be
alright if we issue a 10% discount coupon for your next purchase?"
4. Final apology

EN • Romanji: "Kono tabi wa, yokei na go-shinpai to go-meiwaku o okake shi,
makoto ni mōshiwake gozaimasen deshita. Kongo kono yō na koto ga nai yō
shukka taisei o minao shite mairimasu. Nanika o-kizuki no ten ya go-kibō tō
arimashita ra, o-kigaru ni o-shirase kudasai."
• English: "This time, we sincerely apologize for the unnecessary worry and
inconvenience we have caused. We will review our shipping system to ensure

EN this does not happen again in the future. If you notice anything else or have
any other requests, please feel free to let us know."

EN• Romanji: "Hai, wakarimashita. Yoroshiku onegai shimasu."
• English: "Yes, I understand. Thank you for your help."

EN• Romanji: "Kashikomarimashita. Dewa, honjitsu-chū ni hassō no junbi o
susume, otte go-renraku itashimasu. Aratamemashite, mōshiwake
gozaimasen deshita."
• English: "Understood. We will proceed with shipping preparations today and
will contact you again later. Once more, my sincerest apologies."