Customer Service
BEP 54 ADV - Customer Service: Handling Complaints (Part 2: Resolving the Complaint)
This is the second in a two-part Business English Podcast series on handling angry customers on the telephone. In today’s show we’ll be looking at how to resolve the customer’s complaint.
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. Second, we should identify the background to their problem so that we can take the right steps to fix it. And third, we should listen actively to show them that we care.
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(16 votes, average: 4.75 out of 5)
Loading ...BEP 53 ADV - Customer Service: Handling Complaints (Part 1: Empathizing)
Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector. “Hospitality” means treating guests well; and here, we’re talking specifically about hotels. Because service is so vital to hospitality, hotels are a good place to look for excellent service practices.
So today we’ll be listening in on a phone call from an angry customer at the Majestic, a five-star hotel in Shanghai. By listening to a bad example and a good example of service practice, we’ll be studying skills that are useful in any industry, no matter whether you are dealing with internal or external customers.
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(16 votes, average: 4.44 out of 5) Loading ...BEP 25 - Travel: Airport Check In and Making Polite Requests
In this two-part Business English Podcast series, we will be looking at the vocabulary used when traveling by air, and proper and polite forms of making and answering requests.
In this episode, our traveler Robert is arriving at the airport to fly from Sydney Australia to Nice, France. But he must first fly to Paris, and then fly from Paris to Nice. As you listen, pay attention to the phrases used for polite requests.
(9 votes, average: 4.44 out of 5) Loading ...BEP 23 - Telephoning: Handling a Difficult Customer
In a recent Business English Podcast (BEP 22), we looked at how to deal with technical problems when speaking on the telephone in English. Today, we’re going to talk how to deal with problems with the caller, which are of course much harder to handle! But, with the proper language and phrases, you can show the caller that you want to help, and reassure them that you can help solve the problem.
We are also pleased to announce that our new feed is now available in iTunes. Please click on the link below to update your subscription:
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(3 votes, average: 5 out of 5) Loading ...
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