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顧客
こきゃく
customer, client
この店は、長年の 顧客をとても大切にしている。
This shop values its long-time customers very much.
N2 Day 19
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.
About 25 minutes · 8 words · grammar · reading · quiz
- Words
- Grammar
- Read
- Quiz
- Done
Today's words
問い合わせ
といあわせ
inquiry
新しい商品について、問い合わせが増えている。
Inquiries about the new product are increasing.
苦情
くじょう
complaint
隣の部屋がうるさいので、管理会社に 苦情を言った。
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)
ご注文は、私が 承りました。
I have taken your order.
損害
そんがい
damage, loss
工場の機械が止まり、会社は大きな 損害を受けた。
The factory machines stopped, and the company suffered a big loss.
誤解
ごかい
misunderstanding
説明が足りなくて、友人に 誤解されてしまった。
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)
恐れ入りますが、こちらにお名前をお書きください。
Sorry to trouble you, but please write your name here.
招く
まねく
to invite; to bring about
不注意な一言が、大きな問題を 招いた。
One careless remark brought about a big problem.
Today's grammar
〜かねる
Cannot ~; find it hard to ~ (polite refusal)
Formation
- 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).
Examples
申し訳ございませんが、個人の情報についてはお教えしかねます。
We're very sorry, but we are unable to share personal information.
当店では、一度使った商品の返品は受け付けかねます。
At this store, we cannot accept returns of items that have been used.
〜かねない
Might well ~ (something bad)
Formation
- 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.
Examples
そんなに無理をしたら、体を壊しかねないよ。
If you push yourself that hard, you might ruin your health.
確認しないでメールを送ると、大きな誤解を生みかねない。
Sending an email without checking it could cause a big misunderstanding.
Read
「お答えしかねます」 "I'm afraid I can't answer that"
佐藤田中さん、さっきの電話、お客さまからの問い合わせ?Tanaka, was that call just now an inquiry from a customer?
田中はい。届いた商品が壊れていたという苦情でした。損害はどうなるのか、と聞かれました。Yes. It was a complaint that the product arrived broken. They asked what would happen about the damage.
佐藤それで、何て答えたの?So, what did you say?
田中「その件については、こちらではお答えしかねます」と言いました。I said, "I'm afraid we cannot answer questions about that matter here."
佐藤うーん、間違いではないけど、それだけだと「答えたくないのか」と誤解を招きかねないね。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、お客さまの声が少し怖くなりました。That's true. The customer's voice got a little scary.
佐藤答えられないときは、「恐れ入りますが、担当の者から改めてご連絡いたします」と言って、お名前と電話番号を承るといいよ。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.
佐藤顧客対応では、できないことより、次に何をするかを伝えるのが大事なんだ。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。実は、もう一つ聞かれたことがあって……。I see. Actually, there was one more thing they asked...
佐藤何?What?
田中「営業時間は何時までですか」です。緊張して、それも「お答えしかねます」と……。"Until what time are you open?" I was nervous, so I said "I'm afraid I can't answer" to that too...
佐藤それは答えられるでしょう!You can answer that one!
Tap a line to see the translation.
Check your understanding
R1佐藤さんは、田中さんの答え方についてどう言っているか。
Answer and explanation
Answer: 2 誤解されるかもしれないので、次にすることも伝えたほうがいい。
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佐藤さんが最後に「それは答えられるでしょう!」と言ったのはなぜか。
Answer and explanation
Answer: 4 営業時間は、田中さんが答えてもいい簡単な質問だから
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.
Quiz
1（ ）が、もう一度お名前をお願いできますか。
Answer and explanation
Answer: 1 恐れ入ります
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お客さまから、商品がまだ届かないと（ ）を言われた。
Answer and explanation
Answer: 3 苦情
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説明が足りないと、相手の誤解を（ ）ことがある。
Answer and explanation
Answer: 4 招く
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申し訳ございませんが、その質問にはお答え（ ）。
Answer and explanation
Answer: 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そんなに急いで運転したら、事故を起こし（ ）よ。
Answer and explanation
Answer: 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」の使い方が正しいものはどれか。
Answer and explanation
Answer: 4 個人の情報ですので、こちらではお教えしかねます。
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ご予約は、確かに承りました。
Answer and explanation
Answer: 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、会社に大きなそんがいが出た。
Answer and explanation
Answer: 2 損害
This mistake caused a big loss for the company. そんがい is written 損害.
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