← Situation library
🇬🇧 🛒 Daily life · Fine for most work and travel (B1)
🔁 Returns and complaints
🎯 Return an item and complain effectively but politely
🎮 Play this in classUse the usual 50-minute plan: warm-up → key phrases → challenges → role-play → discussion → wrap-up. Share this page on Zoom so the student can see the phrases, but keep "Your card" to yourself.
💬 Warm-up questions
- Have you ever returned something?
- Are you good at complaining?
🔑 Key phrases
- I'd like to return this, please.これを返品したいのですが。
- It stopped working after two days.2日で動かなくなりました。
- I'd prefer a refund rather than an exchange.交換より返金を希望します。
- I understand, but…わかります、でも…
- That's not really acceptable.それは受け入れられません。
- What can you do for me?どう対応してもらえますか？
📚 Useful words
- faulty — 欠陥のある
- warranty — 保証
- store credit — 店のポイント（クレジット）
- policy — 規定
- manager — 店長
- damaged — 傷んだ
⚡ Speaking challenges
- Complain about a late delivery in 4 sentences.
- Use 'I understand, but…' 3 times in a row.
- Write (say) a one-star review, politely.
- Persuade me to give you a refund.
🎭 Role-play
Customer service at an electronics store.
🧑🎓 Student's card
Your new headphones broke after 2 days. You have no box. Get a full refund.
🧑🏫 Your card (tutor)
Follow 'store policy': only store credit without the box. Give in only to clear, calm, firm arguments.
🌀 Twist (halfway through): The manager arrives and offers a 50% refund. Accept or keep negotiating?
🗣️ Discussion questions
- Is the customer always right?
- How is customer service different in Japan?
- Should online reviews be honest even if they hurt a small shop?
📌 Homework
Write a complaint email about a faulty product不良品について苦情メールを書く