BEP 53 – 고객 서비스: 불만 처리 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?

Members: PDF Transcript

Download: Podcast MP3

BEP 23 – 전화 걸기: 어려운 고객 취급

A new version of this lesson is available here: BEP 23c – Telephone English: 행동하기

최근 비즈니스 영어 팟 캐스트에서 (BEP 22), 전화로 영어로 말할 때 기술적 인 문제를 처리하는 방법을 살펴 보았습니다.. 오늘, 발신자와 관련된 문제를 해결하는 방법에 대해 이야기하겠습니다, 물론 다루기가 훨씬 어렵다! 그러나, 적절한 언어와 문구로, 당신은 당신이 도와주고 싶은 발신자를 보여줄 수 있습니다, 문제를 해결하는 데 도움이 될 수 있음을 다시 확인.

또한 새로운 피드를 iTunes에서 사용할 수 있음을 발표하게되어 기쁩니다.. 구독을 업데이트하려면 아래 링크를 클릭하십시오:

Premium Members: Study Notes PDF

Download: Podcast MP3