BEP 53 ADV – 고객 서비스: 불만 처리 (부품 1: 공감)

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.

듣기 질문:

나쁜 예:
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?

좋은 예:
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?

BEP 53: 연구 노트.

8 thoughts on “BEP 53 ADV – 고객 서비스: 불만 처리 (부품 1: 공감)”

  1. These are very good examples, I understand the style, calm voice and showing concern are the main keys, but listening actively is very important

  2. They are useful Tips for a good customer service which we need to deal with difficult customers as well as with difficult coworkers,”Listening actively is very helpful to solve any dispute or misunderstanding”.

  3. Pingback: Business English Podcasts | Oral Business English

  4. ITs good to review the strategy of handling customer complaints. 예, empathy is very important and the first line of defence….People do tend to relax a little once you show them you understand and that you care….two very important points.

    A good review!

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