1. Unit 5 Unfortunately there’s a problem
Business English
Unit 5
Unfortunately there’s a problem

2. N for November Some letters in English sound very similar: B, D, and P
N and M
etc.
What should you do if you’re spelling a name and the listener can’t understand which letter you’re using?

3. N is for November

4. Problem Solving on the Phone (pg. 46 – Track 31)
a) What is the problem and the suggested solution?
b) Did Yoshinaga Takafumi provide good customer service? In what ways?

5. What is the Structure of the Conversation (handout)
Introduction and getting who you want.
Small talk
Stating the problem
Agreeing to suggested solution.
Confirmation
End call
Greeting and small talk
Apology
Suggesting solution
Apology.
End call .

6. Complaints (pg. 48 – track 33)
a) Listen and identify the problem
b) Write in the missing information
c) What are some problems with the way Mr. Siegelman handled this call?
needs better customer service: guessing, unspecific responses, not apologetic
Using the ‘Conversation Structure’ you’ve just made, create a new conversation with better customer service.

7. Practice (page 49) In pairs, you will create two conversations:
Poor customer service
Excellent customer service