Unit 5 - Unfortunately there’s a problem...

➔ Cross-cultural communication on the telephone (2)

➔ Problem solving on the telephone
➔ Complaints

1 Cross-cultural communication on the telephone (2)

1. The following text gives some advice about telephoning between different
cultures. Before you read it, quickly answer these questions about the
organisation of the text:
a. What is the picture about?
b. How many paragraphs are there?
c. How many main points are probably in the article?

2. Read the text, then mark the sentences that follow as True (T) or False (F).
In some countries, like Italy and Britain, conversation is a form of entertainment. There is
an endless flow of talk and if you break the flow for a second someone else will pick it
up. In other countries there is a higher value placed in listening -- it is not only impolite to
break in but listeners will
5 consider what has been said in silence before responding. Finland and Japan
are examples.
If you are talking to people who are also speaking English as a foreign language, they
are likely to leave gaps and silences while they search for words or try to make sense of
what you have just said. So be patient and try not to interrupt, as you would hope they
would be patient with you.
10 every country has its own code of etiquette. For example it is common for
Anglo-Saxons to use first names very quickly, even in a letter or a fax or telephone call.
Such instant familiarity is much less acceptable in the rest of Europe and Asia where
even business partner and colleagues of many years’ acquaintance address each other
by the equivalent of Mr and Mrs and the last name or job title.
15 So stick to last names unless you specifically agree to do otherwise. Don’t
interpret the other person’s formality as stiffness or unfriendliness. On the other hand, if
business partners with an Anglo-Saxon background get on to first name terms
straightaway, don’t be surprised.
 Above all, one should remember that people do not usually mind of their own
20 codes are broken by foreigners as long as they sense consideration and
goodwill. This is much more important than a set of rules of etiquette.

Adapted from Faxes, phones and foreigners by kind permission of British

Telecommunications plc.

a) For the British and the Italians it is normal to interrupt the other speaker during the
conversation.
b) A special importance is attached to listening in Japanese and Finnish cultures.
c) One should interrupt and try to help the speakers who may have difficulty in saying what
they want to say.
d) It is unusual for Americans and British to use first names early in a business
relationships.
e) It doesn’t matter if you break certain social rules if it’s clear that you are sensitive to other
people.
f) Etiquette is the critical point in telephoning between different cultures.

3. Which do you think is the most important point?

2 Problem solving on the telephone

1. Lee Summerfield is a Telecommunications equipment retailer from Los Angeles.
Listen to the recording of a conversation he has with a supplier, Yoshinaga
Takafumi. He works for AKA Company, a Japanese telephone system
manufacturer.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+5+part+2+exercise+1.mp3
a. Identify the problem and the suggested solution.
b. Listen again. Do you think Yoshinaga Takafumi provided good customer service?
In what ways?
c. Notice how the conversation follows the structure shown here:

Customer Supplier

Introduction and
getting who you want.
Greetings and small talk.
Small talk.
⬇
Stating the problem.
Apology.
⬇
Suggesting solutions.
Agreeing to suggested
solutions.
⬇
Confirmation.
 Apology.
⬇
End call.
End call.

Practice 1
Work in pairs, A and B. Create a dialogue based on the prompts below. A is the Client
Services Manager of Keene Investments who call B, a financial adviser. A is B’s boss.

Eric/Erica King (A) Charles/Charlotte Heppel (B)

Answer the phone.

Introduce yourself and
Say there’s a problem.
Respond - ask what?
Respond - explain problem:
A client - Sandra Henson - has
phoned. She expected CH to
visit yesterday. No one came.
Respond - the client has
made a mistake. The
appointment is for next week.
Respond appropriately. Ask
CH id (s)he wrote with details
of the visit.
Yes. offer to call Sandra Henson.
End call (small talk).
End call.

Now listen to a recording of a model answer.

https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Au
dio_1st_ed/part%201?dl=0&preview=Unit+5+practi%D1%81e+1.mp3

3 Complaints
1. Hamid Nadimi of Ahmed Al-Hamid & Co. in Riyadh telephones Peter Carr, from
Stella Communications PLC, Birmingham, with a complaint.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Au
dio_1st_ed/part%201?dl=0&preview=Unit+5+part+3+exercise+1.mp3
a. Listen and identify the problem.
Problem?
Mr. Nadimi complains that
_______________________
b. Listen again and write the
remaining key information
on the flow chart:
Response?
 Mr. Carr says _____________
________________________

Actions decided?
Mr. Carr promises ______________

Discuss how Peter Carr handles the call. Do you think he said the right things?

2. Work in pairs to create a new version of the above conversation beginning with the same
basic problem. Provide better customer service in your version.
3. Imagine you are Peter Carr. following the above phone call and then a conversation with
Mr. Bains, write a fax to Mr. Nadimi. Tell him Mr. Bains will return in four days with the
parts and the system will be repaired within five days. Use the fax template below:

STELLA COMMUNICATIONS PLC

PO BOX 45 27 PARKWAY, HALL GREEN, BIRMINGHAM BH56 4TR ENGLAND
Phone: 44 121 312 769221 Fax:44 121 312 593

Fax To: Hamid Nadimi From: Peter Carr

Ahmed Al-Hamid & Company
Fax number: 966 1 367933
No of Pages (inc. this one): 1 Date: 4 March, 19--

ATTN: Hamid Nadimi --- Operations Director

Re: _____________

Following our __________ I am pleased to tell you that Mr. Bains __________ and ___________ within
five days.
If there is any way I can be of further assistance, please _________________.
Once again, please accept _____________.
Furthermore, let me assure you of ________ future.

Best regards,

Peter Carr
Customer Service

Practice 2
Suggest what the person complaining and the person handling the complaint could say
in the following situations. Then listen to the recording of model answers.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+5+practi%D1%81e+2.mp3

1. A printer purchased three months ago has broken down for a fourth time.
2. An order from a hospital for 500 x 100 ml of medicated gel has not arrived.
3. A travel agent promised to send out an airline ticket for departure tomorrow. It has not
arrived.
Practice 3
Use the flow chart below as the basis for a telephone conversation involving a complaint.

Berraondo S. A. Tao Loon Company

(Sales Office)

Answer.
Greeting.
Introduce yourself.
Offer to help.
Explain the problem.
Order HF5618 for 20 printers.
Only 17 arrived.
Express surprise.
This is second time you
have received an incomplete
delivery.
Suggest possible error in
order administration.
Agree - say you need the
other three printers urgently.
⬇
Delays are costing you goodwill
- unhappy customers.
Explain stock problem.
Ask for a promise of
delivery date - ASAP.
Promise next Monday.

Complain - you want dispatch

now.
Express regret - not
possible.
Ask for fax to confirm
despatch.
Agree - apologise.
⬇
End call.

Now listen to the recording of a model answer.

https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+5+practi%D1%81e+3.mp3

Role play
Work in pairs, A and B. student A should look at File card 11A and Student B should look at File
card 11B.
Transfer 1
Think of examples of where you have needed to resolve a problem on the telephone, perhaps
with a colleague (an internal problem) or with another company (an external problem).

Did the problem involve a complaint?

Say what the situation was and what problem occurred.
Explain any difficulty you had and say how the problem was resolved.

Transfer 2
Prepare a conversation typical of the sorts of problems or complaints you are faced with in your
working life. Explain the situation and the roles involved to a colleague and then perform the
conversation.

Language Checklist
Telephoning (3)

Stating reasons for the call

I’m ringing about …
Unfortunately, there’s a problem with …
I’m ringing 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 the previous problems

It’s not the first time we’ve had this problem.
This is the (third) this has happened.
Three months ago …
We had meeting about this and you assured us that …

Threatening
If the problem is not resolved …
we’ll have to reconsider our positions.
we’ll have to renegotiate the contract.
we’ll contact other suppliers.
the consequences could be very serious.

Handling complaints and other problems

Asking for details

Could you tell me exactly what … ? Can you tell me … ?
What’s the … ?
Apologising
I’m sorry to hear that.
I’m very sorry about the problem / delay / mistake …

Denying accusation
No, I don’t think that can be right. I’m sorry but I think you’re mistaken.
I’m afraid that’s not quite right. I’m afraid that can’t be true.

Skills Checklist
Telephoning (3)

If you receive a complaint:

● consider your company’s reputation
● express surprise
● ask for details
● suggest actions
● promise to investigate
● make reasonable suggestions, offers to help.

Consider your customer and:

● show polite understanding
● use active listening
● reassure customer.

If you make a complaint:

1. prepare for the call
2. be sure of the facts
3. Have documentation available
4. decide what you require to resolve the problem - at least partially - or completely.

Who is to blame?
Who is responsible?
Are you talking to the right person?
Was your order or your specification correct?
Were you partially responsible for arrangements which went wrong, e.g. transport?
Does responsibility actually lie elsewhere, i.e. with a third party?

If you do not get what you want?

● keep control - state what you need calmly
● do you need to continue to do business with the other side?
● if you do, keep a good relationship
● express disappointment - not anger
● don’t use threats - unless you have to!