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＜Upper-Intermediate＞ Lesson No.13
Customer Response During Product Recall / 製品リコール時の顧客対応
０．Greetings & Ice-break (2min.)｜挨拶と導入
0-1 Greetings
Let’s practice a short small talk that you can use to greet a business partner and start building a good relationship.
講師との挨拶を兼ねて、ビジネスパートナーと信頼関係を築くための短いスモールトークを練習してみましょう。
[Tips / 会話のヒント]
・Can you hear me clearly?
私の声はクリアに聞こえますか？
・How's your day going so far?
今日はどんな一日でしたか？
・Talk about one small topic (Work, Weather, News, Hometown, Sports event, etc.)
軽い話題について話しましょう（仕事、天気、ニュース、地元、スポーツイベントなど）
0-2 Introduction
In today’s lesson, we’ll learn about the following situation. Have you ever experienced something similar?
本日のレッスンでは以下のようなシチュエーションについて学びます。同様のシチュエーションを経験したことがありますか？
- If you have experience, please tell us what it was like, what was difficult, or what you learned.
経験があれば、どんな内容だったか、難しかったことや学んだことなどを教えて下さい。
- If you don’t have experience, try to imagine yourself handling that situation in English.
What do you think would be challenging?
経験がなければ、英語でその状況に対応しているところを想像してみましょう。どんなことが難しそうですか？
Situation / シチュエーション
Explaining recall plans and customer support systems in coordination with legal and quality departments after a refrigerator recall decision due to safety issues.
安全性問題で冷蔵庫のリコールが決定された際に法務・品質部門と連携してリコール計画と顧客サポート体制について説明する場面です。
1. Read (2 min)｜型を学ぶ
Let's read the following key sentences aloud!
下記の文章や単語を順番に音読しましょう！
1-1 Basic phrases
１．We have coordinated with...（...と連携した）
２．Let me elaborate on...（...について詳しく説明させてください）
３．We can complete all replacements within...（...以内にすべての交換を完了できる）
４．We will assign dedicated technicians to...（...に専任の技術者を配置する）
５．We fully acknowledge your...（あなたの...を十分に認識している）
６．We will provide a refund of...（...の返金を提供する）
７．Let me consult with...（...と相談させてください）
1-2 Essential words
１．apologize（お詫びする）
２．clarify（明確にする）
３．elaborate（詳しく説明する）
４．expedite（迅速化する）
５．acknowledge（認識する）
６．compensation（補償）
７．commit（約束する）
８．accelerate（加速する）
９．submit（提出する）
１０．overcome（乗り越える）
2. Try (3 min)｜ロールプレイ練習
Let’s practice the role-play.
ロールプレイの練習をしましょう！
Situation / シチュエーション（Reference again）
Explaining recall plans and customer support systems in coordination with legal and quality departments after a refrigerator recall decision due to safety issues.
安全性問題で冷蔵庫のリコールが決定された際に法務・品質部門と連携してリコール計画と顧客サポート体制について説明する場面です。
👨💼【Teacher / Procurement Manager】:
Thank you for taking my call on such short notice. We've just been informed about the recall of your refrigerator model RF-350X due to safety concerns. We need you to explain the scope of this recall, the replacement procedure, and what compensation you can offer to our customers immediately.
（急なお電話にご対応いただきありがとうございます。安全性の問題により貴社の冷蔵庫モデルRF-350Xのリコールが決定されたと聞きました。このリコールの範囲、交換手順、そして顧客への補償について直ちに説明していただく必要があります。）
🧑🎓【Student / Sales Representative】:
We sincerely apologize for this serious matter. The recall applies to all RF-350X units manufactured between January 2023 and March 2024. We have coordinated with our quality and legal departments to establish a comprehensive response plan.
（この重大な問題について心よりお詫び申し上げます。リコールは2023年1月から2024年3月の間に製造されたすべてのRF-350Xユニットに適用されます。品質部門および法務部門と連携し、包括的な対応計画を確立いたしました。）
👨💼【Teacher / Procurement Manager】:
I appreciate your prompt response. However, we have over 2000 units in our retail network. Can you clarify the exact defect and how quickly you can carry out the replacement? Our customers are extremely concerned about safety.
（迅速なご対応に感謝します。しかし、当社の小売ネットワークには2000台以上のユニットがあります。正確な欠陥内容と、どれだけ早く交換を実行できるかを明確にしていただけますか？顧客は安全性について極めて懸念しています。）
🧑🎓【Student / Sales Representative】:
Let me elaborate on the situation. First, the defect involves a faulty cooling compressor that may overheat under certain conditions. Second, we have already prepared 3000 replacement units at our distribution facility. Third, we can complete all replacements within 6 weeks from your confirmation. We will assign dedicated technicians to each location to expedite the process.
（状況について詳しく説明させてください。第一に、欠陥は特定の条件下で過熱する可能性のある冷却コンプレッサーの不具合に関わるものです。第二に、配送施設ですでに3000台の交換ユニットを準備済みです。第三に、ご確認から6週間以内にすべての交換を完了できます。プロセスを迅速化するため、各拠点に専任の技術者を配置いたします。）
👨💼【Teacher / Procurement Manager】:
Six weeks is still a considerable period. What about compensation for our customers who purchased these units? We need to maintain our reputation and customer trust. Can you propose any financial support or alternative solutions?
（6週間はまだかなりの期間です。これらのユニットを購入した顧客への補償についてはどうでしょうか？当社の評判と顧客の信頼を維持する必要があります。財政的支援や代替ソリューションを提案していただけますか？）
🧑🎓【Student / Sales Representative】:
We fully acknowledge your concern. We will provide a 20 percent refund of the original purchase price to all affected customers as compensation. Additionally, we offer a 3-year extended warranty on all replacement units at no additional cost. We will also establish a 24-hour customer support hotline to assist with any inquiries during the transition period.
（ご懸念を十分に認識しております。補償として、影響を受けたすべての顧客に元の購入価格の20パーセントの返金を提供いたします。さらに、すべての交換ユニットに追加費用なしで3年間の延長保証を提供いたします。また、移行期間中のあらゆる問い合わせに対応するため、24時間体制のカスタマーサポートホットラインを設置いたします。）
👨💼【Teacher / Procurement Manager】:
The compensation package sounds reasonable, but I'm still concerned about the timeline. Can you commit to prioritizing our 2000 units and completing the replacement within 4 weeks instead? We need to demonstrate to our customers that we're taking immediate action.
（補償パッケージは妥当に思えますが、タイムラインについてまだ懸念があります。当社の2000台を優先し、代わりに4週間以内に交換を完了することを約束していただけますか？顧客に対して直ちに行動を取っていることを示す必要があります。）
🧑🎓【Student / Sales Representative】:
I understand your urgency. Let me consult with our logistics team and confirm whether we can accelerate the schedule to 4 weeks for your units specifically. I will submit a detailed proposal including the revised timeline, technician allocation, and compensation terms by tomorrow morning. We are committed to resolving this matter as quickly as possible while maintaining quality standards.
（緊急性は理解しております。物流チームと相談し、貴社のユニットに限定して4週間にスケジュールを加速できるか確認させてください。改訂されたタイムライン、技術者の配置、補償条件を含む詳細な提案書を明日の朝までに提出いたします。品質基準を維持しながら、可能な限り迅速にこの問題を解決することをお約束いたします。）
👨💼【Teacher / Procurement Manager】:
That would be very helpful. Please make sure the proposal includes clear communication materials that we can share with our retail partners and end customers. We need transparent information to overcome this crisis together. I'll be waiting for your detailed plan tomorrow.
（それは非常に助かります。提案書には、小売パートナーおよび最終顧客と共有できる明確なコミュニケーション資料を必ず含めてください。この危機を共に乗り越えるため、透明性のある情報が必要です。明日の詳細な計画をお待ちしております。）
3. Use (4 min)｜ロールプレイ & 実践（空欄補完）
Let's perform the role-play and fill in the blanks by translating the Japanese into English!
空欄の日本語を英語に訳しながら、ロールプレイを実践してみましょう！
Situation / シチュエーション（Reference again）
Explaining recall plans and customer support systems in coordination with legal and quality departments after a refrigerator recall decision due to safety issues.
安全性問題で冷蔵庫のリコールが決定された際に法務・品質部門と連携してリコール計画と顧客サポート体制について説明する場面です。
👨💼【Teacher / Procurement Manager】:
Thank you for taking my call on such short notice. We've just been informed about the recall of your refrigerator model RF-350X due to safety concerns. We need you to explain the scope of this recall, the replacement procedure, and what compensation you can offer to our customers immediately.
🧑🎓【Student / Sales Representative】:
We sincerely ［お詫びする］ for this serious matter. The recall applies to all RF-350X units manufactured between January 2023 and March 2024. We have coordinated with our quality and legal departments to establish a comprehensive response plan.
👨💼【Teacher / Procurement Manager】:
I appreciate your prompt response. However, we have over 2000 units in our retail network. Can you clarify the exact defect and how quickly you can carry out the replacement? Our customers are extremely concerned about safety.
🧑🎓【Student / Sales Representative】:
Let me ［詳しく説明する］ on the situation. First, the defect involves a faulty cooling compressor that may overheat under certain conditions. Second, we have already prepared 3000 replacement units at our distribution facility. Third, we can complete all replacements within 6 weeks from your confirmation. We will assign dedicated technicians to each location to ［迅速化する］ the process.
👨💼【Teacher / Procurement Manager】:
Six weeks is still a considerable period. What about compensation for our customers who purchased these units? We need to maintain our reputation and customer trust. Can you propose any financial support or alternative solutions?
🧑🎓【Student / Sales Representative】:
We fully ［認識する］ your concern. We will provide a 20 percent refund of the original purchase price to all affected customers as ［補償］. Additionally, we offer a 3-year extended warranty on all replacement units at no additional cost. We will also establish a 24-hour customer support hotline to assist with any inquiries during the transition period.
👨💼【Teacher / Procurement Manager】:
The compensation package sounds reasonable, but I'm still concerned about the timeline. Can you commit to prioritizing our 2000 units and completing the replacement within 4 weeks instead? We need to demonstrate to our customers that we're taking immediate action.
🧑🎓【Student / Sales Representative】:
I understand your urgency. Let me consult with our logistics team and confirm whether we can ［加速する］ the schedule to 4 weeks for your units specifically. I will ［提出する］ a detailed proposal including the revised timeline, technician allocation, and ［補償］ terms by tomorrow morning. We are ［約束する］d to resolving this matter as quickly as possible while maintaining quality standards.
👨💼【Teacher / Procurement Manager】:
That would be very helpful. Please make sure the proposal includes clear communication materials that we can share with our retail partners and end customers. We need transparent information to overcome this crisis together. I'll be waiting for your detailed plan tomorrow.
4. Challenge (7 min)｜応用実践
Let's perform the role-play and fill in the blanks by translating the Japanese into English!
空欄の日本語を英語に訳しながら、ロールプレイを実践してみましょう！
*Let's practice this part repeatedly until we can speak it smoothly.
このパートはスムーズにスピーキングできるようになるまで繰り返し練習しましょう。
Situation / シチュエーション（Reference again）
Explaining recall plans and customer support systems in coordination with legal and quality departments after a refrigerator recall decision due to safety issues.
安全性問題で冷蔵庫のリコールが決定された際に法務・品質部門と連携してリコール計画と顧客サポート体制について説明する場面です。
👨💼【Teacher / Procurement Manager】:
Thank you for taking my call on such short notice. We've just been informed about the recall of your refrigerator model RF-350X due to safety concerns. We need you to explain the scope of this recall, the replacement procedure, and what compensation you can offer to our customers immediately.
🧑🎓【Student / Sales Representative】:
We sincerely apologize for this serious matter. The recall applies to all RF-350X units manufactured between January 2023 and March 2024. ［品質部門および法務部門と連携し、包括的な対応計画を確立いたしました。］
👨💼【Teacher / Procurement Manager】:
I appreciate your prompt response. However, we have over 2000 units in our retail network. Can you clarify the exact defect and how quickly you can carry out the replacement? Our customers are extremely concerned about safety.
🧑🎓【Student / Sales Representative】:
［状況について詳しく説明させてください。］ First, the defect involves a faulty cooling compressor that may overheat under certain conditions. Second, we have already prepared 3000 replacement units at our distribution facility. Third, ［ご確認から6週間以内にすべての交換を完了できます。］ ［プロセスを迅速化するため、各拠点に専任の技術者を配置いたします。］
👨💼【Teacher / Procurement Manager】:
Six weeks is still a considerable period. What about compensation for our customers who purchased these units? We need to maintain our reputation and customer trust. Can you propose any financial support or alternative solutions?
🧑🎓【Student / Sales Representative】:
We fully acknowledge your concern. We will provide a 20 percent refund of the original purchase price to all affected customers as compensation. Additionally, we offer a 3-year extended warranty on all replacement units at no additional cost. We will also establish a 24-hour customer support hotline to assist with any inquiries during the transition period.
👨💼【Teacher / Procurement Manager】:
The compensation package sounds reasonable, but I'm still concerned about the timeline. Can you commit to prioritizing our 2000 units and completing the replacement within 4 weeks instead? We need to demonstrate to our customers that we're taking immediate action.
🧑🎓【Student / Sales Representative】:
I understand your urgency. Let me consult with our logistics team and confirm whether we can accelerate the schedule to 4 weeks for your units specifically. I will submit a detailed proposal including the revised timeline, technician allocation, and compensation terms by tomorrow morning. We are committed to resolving this matter as quickly as possible while maintaining quality standards.
👨💼【Teacher / Procurement Manager】:
That would be very helpful. Please make sure the proposal includes clear communication materials that we can share with our retail partners and end customers. We need transparent information to overcome this crisis together. I'll be waiting for your detailed plan tomorrow.
\ If you have some extra capacity, give it a try（余力があればやってみましょう）/
5. Real-world application (5 min)｜実務応用
Let's speak freely with the phrases and flow we learned today. If you can, imagine your real job—it makes practice more effective.
本日学習した単語やフレーズ、会話の流れを思い出しながら、自由に話してみましょう。可能であれば、自身の実務を想像しながら話すと効果的です。
Situation / シチュエーション
A major overseas customer has contacted you urgently about the recall of refrigerator model RF-350X due to safety issues.
You must explain the recall scope, replacement procedure, and customer compensation plan in coordination with your quality and legal departments.
海外の大手顧客が安全性の問題による冷蔵庫モデルRF-350Xのリコールについて緊急に連絡してきました。
品質部門および法務部門と連携して、リコール範囲、交換手順、顧客補償計画を説明する必要があります。
👨💼【Teacher / Procurement Manager】:
We've just learned about the recall of your RF-350X refrigerators. Can you explain the full scope of this recall and what support you can provide to our customers?
（貴社のRF-350X冷蔵庫のリコールについて知ったばかりです。このリコールの全範囲と、当社の顧客に提供できる支援について説明していただけますか？）
🧑🎓【Student / Your Role】:
(Free Speaking based on today's lesson)
Hints / ヒント
１． Apologize for the safety issue
２． Elaborate on the recall scope and timeline
３． Explain the compensation package
４． Commit to expediting the replacement process
※This is not a role-play. Please speak until you finish your thoughts.
このパートはロールプレイ形式ではありません。最後まで通して話してみましょう。
6. Wrap-up (2 min) ｜レッスンの振り返り
Let's review today's lesson with your teacher!
今日のレッスンについて講師と振り返ってみましょう！
6-1 Comments from student
・Good points / 良かったところ・上手くできたところ
・Things to work on / 今後強化したいところ
6-2 Feedback from teacher
・Good points / 良かった点
・Things to work on / 今後の強化ポイント
・What to review / 復習ポイント
*6-3 Questions from student (if any)
Japanese translation（日本語訳）
1. Read (2min)（型を学ぶ）｜基本フレーズ
2. Try (4min)（ロールプレイ練習）｜型を使った練習
Let’s practice the role-play.
ロールプレイの練習をしましょう！
3. Use (7min)｜応用
Let’s perform the role-play and filling in the missing English!
英語を補完しながら、ロールプレイを実践してみましょう！
4. Challenge (7min)｜実践
Let’s perform the role-play and filling in the missing English!
英語を補完しながら、ロールプレイを実践してみましょう！
5. Wrap-up (3min) – レッスンの振り返り
"Let’s review today’s lesson with your teacher!”
「今日のレッスンについて講師と振り返ってみましょう！」
5-1. Comments from Student
- Good points / 良かったところ・上手くできたところ
- Things to work on / 今後強化したいところ
5-2. Feedback from Teacher
- Good points / 良かった点
- Things to work on / 今後の強化ポイント
- What to review / 復習ポイント
5-3. Question from Students (If any)
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