BEP 53 – Kundendienst: Mit Beschwerden umgehen 1: Einfühlungsvermögen

Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector. “Hospitalitymeans 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.

We’ll see that a very important part of handling angry customers is showing empathy: Empathy is similar to sympathyit means showing that you understand the customer’s pain.

Fragen zum Zuhören

Schlechtes Beispiel:
1) How does the customer, Steve, learn the service associate’s name?
2) What is Steve’s problem?
3) How could Jenna have handled the complaint better?

Gutes Beispiel:
1) When Steve says, “I’m at the end of my rope,” what does he mean?
2) What does Sandy do to calm Steve down?

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BEP 52 – Verwendung einer vagen Sprache (Teil 2)

This is the second in our two-part Business English Pod series on strategically using vague language. Last time we covered being vague to make a polite excuse or to avoid sounding arrogant. We saw how you can use vague language to create flexibility.

Today we’ll work on referring to vague numbers and learn language you can use when you don’t remember the name of someone or something. You’ll also practice some more strategic uses of vague language, such as avoiding socially inappropriate or impolite topics.

Fragen zum Zuhören

1) Why doesn’t Mike want to come to the party if Tracy is there?
2) When should Mike show up at the party?

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BEP 51 – Verwendung einer vagen Sprache (Teil 1)

Today is the first in a two-part Business English Podcast lesson on using vague language. “Vaguemeans not clearly defined. Zum Beispiel, if you ask someone what time it is and they say “Um 7 or so,” they are being vague. There are lots of reasons to be vague. Sometimes you need to be vague because you don’t know some information or because the information is not important. And sometimes vague language is just more polite.

In diesen beiden Folgen, we’ll be looking at how to speak in a vague way, but different situations require different styles. You’ll have to use your knowledge of the culture, the people and the situation that you are dealing with to decide which style is most appropriate. Our goal is to give you the communication tools you need to succeed in different environments. In future episodes, we’ll also be looking at other styles of speaking.

You’ll be listening to Jen and Mike, two employees at Nexus communications. Jen is inviting Mike to a party.

Fragen zum Zuhören

1) What do you think Jen means byulterior motive?”
2) Is Mike a computer expert?

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Wirtschaftsnachrichten 10 – Viacom verklagt YouTube wegen 1 Milliarde Dollar

Today we have a Business English News story on a company that’s been in the news quite a bit recentlyYouTube. Insbesondere, we refresh and discuss some of the key vocabulary we covered in our Video Vocab series on the law and legal vocabulary:

Videovokabular 04 – Basic Legal Terms
Videovokabular 05 – Gerichtsfälle
Videovokabular 06 – Handelsrecht

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BEP 50 – Negative Antworten mildern (Teil 2)

This is the second in a two-part Business English Podcast lesson on softening negative replies. Last time you worked on softening negative replies in conversation to keep the atmosphere friendly and cooperative. Auch, you practiced refusing an offer of help and letting someone down gently.

Heute, we’ll be looking at refusing and disagreeing politely.

All these skills form part of a soft or gentle speaking style, which should form part of your communicative repertoire or toolbox.

Fragen zum Zuhören

1) Why is the GM of Avitek unable to meet with Nick on Thursday.
2) How is the weather in Kiev?

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