BEP 54 ADV - Customer Service: Handling Complaints (Part 2: Resolving the Complaint) bep 54副-客戶服務：處理投訴（第2部分：解決投訴）
This is the second in a two-part Business English Podcast series on這是第二個在兩個部分商務英語播客系列上 handling angry customers on the telephone 處理憤怒的客戶對電話 . 。 In today’s show we’ll be looking at how to resolve the customer’s complaint.在今天的節目，我們將在研究如何解決客戶的投訴。
First a quick review: In part one we learned the first three steps for calming down angry customers and dealing with their complaints: First, we need to acknowledge their emotions by showing empathy.首先一個快速修改：第一部分中我們了解到，首三個步驟，為平息憤怒的顧客和處理他們的投訴：首先，我們必須承認，他們的情緒，表現出同理心。 Second, we should identify the background to their problem so that we can take the right steps to fix it.第二，我們應查明的背景他們所面對的問題，以便我們能夠採取正確的步驟來修正問題。 And third, we should listen actively to show them that we care.第三，我們應聽取，積極向他們展示我們的照顧。
Where we left off last time, Sandy, a service associate at the front desk of the Majestic Hotel, had just finished identifying Steve’s problem.我們的不放過，最後一次，沙地，服務協理在接待台的Majestic酒店，剛剛完成了確定史蒂夫的問題。 Let’s continue listening to see how Sandy resolves the complaint.讓我們繼續聽，看看如何沙質解決投訴。
Listening Quiz: 聽力測驗：
1) How does Sandy show that he is actively listening to Steve? 1 ）請問沙質表明，他正在積極聽取史蒂夫？
2) What does Steve need? 2 ）什麼是史蒂夫的需要呢？
3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call? 3 ）什麼步驟沙地採取以確保史蒂夫是滿意的結果電話嗎？
BEP 54: Study Notes. bep 54 ：學習筆記。
Related Topics 相關主題
- BEP 53 ADV - Customer Service: Handling Complaints (Part 1: Empathizing) bep 53副-客戶服務：處理投訴（第1部分： e mpathizing）
- BEP 62 ADV - Persuasion 3: Satisfaction, Visualization and Action Steps bep 62副-說服3 ：滿意，可視化和行動步驟
- BEP 59 ADV - Persuasion 1: Getting Attention bep 59副-說服1 ：越來越注意
( 16 votes, average: 4.75 out of 5) （ 16票，平均： 4.75出5 ） 
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Í wonder if I´ll be able to download the audios and the activities to my notebook so that I can teach my in-company students offline, not connected to the net. í難怪，如果我就可以下載audios和活動，以我的筆記本電腦，讓我可以教我在公司的學生離線，沒有連接到網。
All the podcasts can be downloaded as MP3 files directly from the BEP site or using free software such as iTunes or Juice.所有播客可以下載MP3歌曲文件直接從bep網站或使用免費軟件，如iTunes或果汁。
The activities can’t be downloaded but you should be able to display them offline on your laptop by simply loading each page separately and keeping the pages open.活動不能下載，但你應該能夠顯示他們的離線對您的筆記型電腦，只需裝載的每一頁分開保存的頁面打開。 The functionality of the activities will not be affected (ie answers can be scored).功能的活動將不會受到影響（即答案可以得分） 。 You’d also need to play any audio files in the exercises before you go offline.您還需要發揮任何音頻文件，在演習之前，你到離線。 As long as you don’t close the page, both the audio and exercise should work fine offline.只要你不要關閉該網頁，無論是音頻和行使應工作的優良離線。