Apologising and Handling Complaints
Respond calmly to an unhappy client by phone, use sincere apology phrases, explain the situation and promise concrete action.
N3 Topic-Based Conversation — Business Email & Phone Etiquette · All lessons · All courses
Vocabulary
- クレーム: complaint (from a customer)
- 苦情（くじょう） (苦情): complaint, grievance
- 謝罪（しゃざい） (謝罪): apology
- 事情（じじょう） (事情): circumstances, situation
- 説明（せつめい） (説明): explanation
- 改善（かいぜん） (改善): improvement
- 対応する（たいおうする） (対応する): to handle, to respond to
- 責任者（せきにんしゃ） (責任者): person responsible, manager in charge
- 早急に（さっきゅうに） (早急に): immediately, urgently
- 誠に（まことに） (誠に): truly, sincerely
- 弁償（べんしょう） (弁償): compensation, reimbursement
- 報告（ほうこく） (報告): report
- 再発（さいはつ） (再発): recurrence, happening again
- 防ぐ（ふせぐ） (防ぐ): to prevent
Kanji
In-lesson practice
- Apologising and Handling Complaints — Exercises (6 questions)
Related JLPT N3 quizzes
- JLPT N3 – Kanji Exercise 31 (10 questions)
- JLPT N3 – Kanji Exercise 30 (10 questions)
- JLPT N3 – Kanji Exercise 29 (10 questions)
- JLPT N3 – Kanji Exercise 28 (10 questions)
- JLPT N3 – Kanji Exercise 27 (10 questions)
- JLPT N3 – Kanji Exercise 26 (9 questions)
- JLPT N3 – Kanji Exercise 25 (10 questions)
- JLPT N3 – Kanji Exercise 24 (10 questions)
- JLPT N3 – Kanji Exercise 23 (10 questions)
- JLPT N3 – Kanji Exercise 22 (10 questions)
- JLPT N3 – Kanji Exercise 21 (10 questions)
- JLPT N3 – Kanji Exercise 20 (10 questions)
Frequently asked questions
- What does 「クレーム」 mean in this lesson?
- complaint (from a customer)
- What does 「苦情（くじょう）」 mean in this lesson?
- complaint, grievance
- What does 「謝罪（しゃざい）」 mean in this lesson?
- apology
- What does 「事情（じじょう）」 mean in this lesson?
- circumstances, situation
- What does 「説明（せつめい）」 mean in this lesson?
- explanation
- What does 「改善（かいぜん）」 mean in this lesson?
- improvement
- What does 「対応する（たいおうする）」 mean in this lesson?
- to handle, to respond to
- What does 「責任者（せきにんしゃ）」 mean in this lesson?
- person responsible, manager in charge
- What does 「早急に（さっきゅうに）」 mean in this lesson?
- immediately, urgently
- What does 「誠に（まことに）」 mean in this lesson?
- truly, sincerely
- What does 「弁償（べんしょう）」 mean in this lesson?
- compensation, reimbursement
- What does 「報告（ほうこく）」 mean in this lesson?
- report
- What does 「再発（さいはつ）」 mean in this lesson?
- recurrence, happening again
- What does 「防ぐ（ふせぐ）」 mean in this lesson?
- to prevent
- What is the meaning of kanji 「苦」 (く)?
- suffering, hardship (苦情)
- What is the meaning of kanji 「情」 (じょう)?
- feeling, situation (事情)
- What is the meaning of kanji 「謝」 (しゃ)?
- apologise (謝罪)
- What is the meaning of kanji 「罪」 (ざい)?
- crime, fault (謝罪)
- What is the meaning of kanji 「説」 (せつ)?
- explain (説明)
- What is the meaning of kanji 「明」 (めい)?
- clear, bright (説明)
- What is the meaning of kanji 「善」 (ぜん)?
- good, improve (改善)
- What is the meaning of kanji 「責」 (せき)?
- responsibility (責任)
- 発送が遅れて（ ）ました。申し訳ございません。
- 「〜てしまいました」nêu rõ việc đã lỡ xảy ra, dùng khi xin lỗi.
- 確認した（ ）、発送が遅れているとのことでした。
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