Role-Play-Based Staff Development for International Professionals in the Tourism Industry

Complaint Resolution in English from the Perspective of Pragmatics

Abstract

With the number of international tourists visiting Japan increasing rapidly, effective complaint resolution in English has become critical. Among the tasks associated with customer service, complaint resolution is crucial for handling operational issues and ensuring customer satisfaction. However, addressing customers' complaints can be extremely difficult and stressful for customer service professionals. This study describes the application of role-playing in a classroom to equip learners with the skills needed for dealing with complaints in English. Role-playing is a suitable methodology for this purpose because it enables learners to apply their knowledge while developing their skills in responding to unexpected situations. In addition to teaching useful words and phrases, the course focused on appropriateness in English, drawing from Brown and Levinson's politeness theory in pragmatics. The learners were given opportunities to recognize cultural differences between Japan and English-speaking countries and determine appropriate language behaviors when interacting with international customers from these countries. Finally, the author discusses the applications of this course within Japan's tourism industry to foster the development of personnel capable of resolving customer complaints in English effectively.