Japatan Japatan
한국어

N2 19일차

お問い合わせ窓口 The customer inquiry desk

Learn 〜かねる to politely say you cannot do something because of your position or rules, and 〜かねない to say something bad might happen. Then read a conversation between a new employee and a senior colleague about a phone inquiry.

약 25분 · 단어 8개 · 문법 · 읽기 · 퀴즈

오늘의 단어

顧客

こきゃく

customer, client

この店みせは、長年ながねんの 顧客こきゃくをとても大切たいせつにしている。

This shop values its long-time customers very much.

問い合わせ

といあわせ

inquiry

新あたらしい商品しょうひんについて、問とい合あわせが増ふえている。

Inquiries about the new product are increasing.

苦情

くじょう

complaint

隣となりの部屋へやがうるさいので、管理かんり会社がいしゃに 苦情くじょうを言いった。

The next room was noisy, so I complained to the management company.

承る

うけたまわる

to receive, to take (humble)

ご注文ちゅうもんは、私わたくしが 承うけたまわりました。

I have taken your order.

損害

そんがい

damage, loss

工場こうじょうの機械きかいが止とまり、会社かいしゃは大おおきな 損害そんがいを受うけた。

The factory machines stopped, and the company suffered a big loss.

誤解

ごかい

misunderstanding

説明せつめいが足たりなくて、友人ゆうじんに 誤解ごかいされてしまった。

My explanation wasn't enough, and my friend misunderstood me.

恐れ入る

おそれいる

to be sorry to trouble (polite)

恐おそれ入いりますが、こちらにお名前なまえをお書かきください。

Sorry to trouble you, but please write your name here.

招く

まねく

to invite; to bring about

不注意ふちゅういな一言ひとことが、大おおきな問題もんだいを 招まねいた。

One careless remark brought about a big problem.

오늘의 문법

〜かねる

Cannot ~; find it hard to ~ (polite refusal)

접속
  • Vます形 + かねる

Means "I would like to, but because of my position or circumstances, I cannot." Shops, hotels and offices often use it to politely refuse a customer's request (お答えしかねます, お受けしかねます). It is also used when one hesitates or cannot accept something emotionally, as in 決めかねる or 賛成しかねる. It is not used for lack of ability (✗ 日本語が話しかねます).

예문

  • 申もうし訳わけございませんが、個人こじんの情報じょうほうについてはお教おしえしかねます。

    We're very sorry, but we are unable to share personal information.

  • 当店とうてんでは、一度いちど使つかった商品しょうひんの返品へんぴんは受うけ付つけかねます。

    At this store, we cannot accept returns of items that have been used.

자세한 설명과 퀴즈 →

〜かねない

Might well ~ (something bad)

접속
  • Vます形 + かねない

Means "there is a risk that something bad will happen" or "one might end up doing ~." The form is negative, but the meaning is positive (it could happen). It is only used for bad results. It often appears with このままでは or 〜たら to express warning or worry. It can also predict a bad action from someone's character, as in あの人なら〜かねない.

예문

  • そんなに無理むりをしたら、体からだを壊こわしかねないよ。

    If you push yourself that hard, you might ruin your health.

  • 確認かくにんしないでメールを送おくると、大おおきな誤解ごかいを生うみかねない。

    Sending an email without checking it could cause a big misunderstanding.

자세한 설명과 퀴즈 →

읽기

「お答えしかねます」 "I'm afraid I can't answer that"

佐藤田中たなかさん、さっきの電話でんわ、お客きゃくさまからの問とい合あわせ?Tanaka, was that call just now an inquiry from a customer?

田中はい。届とどいた商品しょうひんが壊こわれていたという苦情くじょうでした。損害そんがいはどうなるのか、と聞きかれました。Yes. It was a complaint that the product arrived broken. They asked what would happen about the damage.

佐藤それで、何なんて答こたえたの?So, what did you say?

田中「その件けんについては、こちらではお答こたえしかねます」と言いいました。I said, "I'm afraid we cannot answer questions about that matter here."

佐藤うーん、間違まちがいではないけど、それだけだと「答こたえたくないのか」と誤解ごかいを招まねきかねないね。Hmm, it's not wrong, but if that's all you say, it could make them think you just don't want to answer.

田中たしかに、お客きゃくさまの声こえが少すこし怖こわくなりました。That's true. The customer's voice got a little scary.

佐藤答こたえられないときは、「恐おそれ入いりますが、担当たんとうの者ものから改あらためてご連絡れんらくいたします」と言いって、お名前なまえと電話でんわ番号ばんごうを承うけたまわるといいよ。When you can't answer, say, "I'm sorry, but the person in charge will contact you again," and take their name and phone number.

佐藤顧客こきゃく対応たいおうでは、できないことより、次つぎに何なにをするかを伝つたえるのが大事だいじなんだ。In customer service, telling them what happens next matters more than telling them what you can't do.

田中わかりました。実じつは、もう一ひとつ聞きかれたことがあって……。I see. Actually, there was one more thing they asked...

佐藤何なに?What?

田中「営業えいぎょう時間じかんは何時なんじまでですか」です。緊張きんちょうして、それも「お答こたえしかねます」と……。"Until what time are you open?" I was nervous, so I said "I'm afraid I can't answer" to that too...

佐藤それは答こたえられるでしょう!You can answer that one!

문장을 탭하면 해석이 나와요.

내용 확인

R1佐藤さとうさんは、田中たなかさんの答こたえ方かたについてどう言いっているか。

정답과 해설

정답: 2 誤解ごかいされるかもしれないので、次つぎにすることも伝つたえたほうがいい。

Sato says the answer is not wrong, but alone it could cause a misunderstanding, and teaches Tanaka to say what happens next. Sato does not say it was a mistake, so 1 is wrong.

R2佐藤さとうさんが最後さいごに「それは答こたえられるでしょう!」と言いったのはなぜか。

정답과 해설

정답: 4 営業えいぎょう時間じかんは、田中たなかさんが答こたえてもいい簡単かんたんな質問しつもんだから

Tanaka was nervous and also said he could not answer the question about opening hours. There is no reason not to answer that, so Sato is surprised.

퀴즈

1（　　）が、もう一度いちどお名前なまえをお願ねがいできますか。

정답과 해설

정답: 1 恐おそれ入いります

Sorry to trouble you, but could I have your name once more? 恐れ入りますが is a polite phrase before a request. The other words are not used this way.

2お客きゃくさまから、商品しょうひんがまだ届とどかないと（　　）を言いわれた。

정답과 해설

정답: 3 苦情くじょう

A customer complained to us that the product had not arrived yet. 苦情 is a complaint. 損害 is damage, 誤解 is a misunderstanding, and 顧客 is a customer.

3説明せつめいが足たりないと、相手あいての誤解ごかいを（　　）ことがある。

정답과 해설

정답: 4 招まねく

If your explanation is not enough, it can cause a misunderstanding. 誤解を招く means to cause a misunderstanding. The other verbs do not go with 誤解を.

4申もうし訳わけございませんが、その質問しつもんにはお答こたえ（　　）。

정답과 해설

정답: 2 しかねます

I'm very sorry, but I cannot answer that question. しかねます is a polite refusal. しかねません means something bad might happen, so it does not fit.

5そんなに急いそいで運転うんてんしたら、事故じこを起おこし（　　）よ。

정답과 해설

정답: 3 かねない

If you drive in such a hurry, you might cause an accident. かねない means something bad may happen. かねる means cannot, so it does not fit.

6「〜かねる」の使つかい方かたが正ただしいものはどれか。

정답과 해설

정답: 4 個人こじんの情報じょうほうですので、こちらではお教おしえしかねます。

かねる is used when you cannot do something because of your position or rules, not because of ability. 4 means "This is personal information, so I'm afraid I can't tell you here." 1 and 3 are about ability (age), so the potential form is used, and 2 is about weather.

7ご予約よやくは、確たしかに承りました。

정답과 해설

정답: 1 うけたまわり

Your reservation has certainly been received. 承る is read うけたまわる. It is the humble form of 受ける and 聞く.

8このミスで、会社かいしゃに大おおきなそんがいが出でた。

정답과 해설

정답: 2 損害

This mistake caused a big loss for the company. そんがい is written 損害.

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