- 🎧 Podcast
- 1. 🎙️ ポッドキャスト・イントロ
- 2. 📝 コア表現 5つ
- 3. 🔇 穴埋め問題 — 5問
- 4. 🗣️ スピーキング練習 — 3問
- 5. 🔄 日→英 翻訳クイズ — 3問
- 6. 👂 リスニングチャレンジ
🎧 Podcast
1. 🎙️ ポッドキャスト・イントロ
Welcome back to your morning English workout. Today’s theme is handling front desk escalations without losing your calm. You’ll practice practical lines that sound polite, clear, and confident. By the end, you’ll be ready to guide upset customers toward a solution in English.
2. 📝 コア表現 5つ
| Expression | Meaning | Example |
|---|---|---|
| Let me understand the issue clearly. | 問題を正確に把握すると切り出すとき | Let me understand the issue clearly so I can help you faster. |
| I can see why this is frustrating. | 相手の感情を認めて緊張をほぐすとき | I can see why this is frustrating, and I’m here to help. |
| Let me check what I can do right now. | すぐにできる対応を確認すると伝えるとき | Let me check what I can do right now on our system. |
| Here are two options we can offer today. | 選択肢を示して会話を解決志向に切り替えるとき | Here are two options we can offer today: a replacement or a refund. |
| I will escalate this to the right team immediately. | 上位支援が必要なとき、速やかに引き継ぐと伝えるとき | I will escalate this to the right team immediately and update you. |
3. 🔇 穴埋め問題 — 5問
-
Let me ____ the issue clearly.
答え: ||understand|| -
I can see why this is ____.
答え: ||frustrating|| -
Let me check what I can do right ____.
答え: ||now|| -
Here are two ____ we can offer today.
答え: ||options|| -
I will ____ this to the right team immediately.
答え: ||escalate||
4. 🗣️ スピーキング練習 — 3問
-
「まず、どんな問題があったのかを正確に把握させてください。」を英語で言ってみましょう。
解答例: ||Let me understand the issue clearly first.|| -
「もどかしく感じられた理由は分かります。」を共感のトーンで言ってみましょう。
解答例: ||I can see why this is frustrating.|| -
「これはすぐに担当チームへ緊急で引き継ぎます。」を言ってみましょう。
解答例: ||I will escalate this to the right team immediately.||
5. 🔄 日→英 翻訳クイズ — 3問
-
今すぐ私にできることを確認してみます。
答え: ||Let me check what I can do right now.|| -
本日ご提供できる選択肢が2つあります。
答え: ||Here are two options we can offer today.|| -
より早くお手伝いするために、問題を正確に把握する必要があります。
答え: ||To help you faster, I need to understand the issue clearly.||
6. 👂 リスニングチャレンジ
Listen
Customer: I’ve been waiting for 40 minutes and no one gave me an update.
Staff: I can see why this is frustrating. Let me understand the issue clearly.
Customer: My order is still missing, and I need to leave soon.
Staff: Let me check what I can do right now. Here are two options we can offer today.
Staff: If needed, I will escalate this to the right team immediately.
Questions
-
Why is the customer upset?
答え: ||Because they waited 40 minutes without an update.|| -
What does the staff do first?
答え: ||The staff acknowledges the frustration and clarifies the issue.|| -
What is the final safety step mentioned by the staff?
答え: ||Escalating the case to the right team immediately.||
今日のポイント: エスカレーション対応では「共感 → 明確化 → 選択肢の提示 → 即時エスカレーション」の順番が核心です。この流れを守るだけで、英語対応の信頼度は大きく上がります。