비즈니스 영어 포드 / 전화영어 / 페이지 9

BEP 88 – 전화 걸기: 여행 티켓 예약

A2, 비즈니스 영어, 고객 서비스, 중급 영어, 전화영어, 여행하다 /

Booking tickets on the phone is a basic part of business travel. 이에 intermediate Business English Podcast, we will practice useful phrases and language for making travel arrangements on the telephone.

Viva is an Italian manufacturer of ladies’ apparel, or clothing. Marco and Francesca, Viva employees, are on a business trip. After visiting customers in the UK, they are now heading to Las Vegas in the United States to meet with their American distributor – the company that sells their product there. Marco calls a travel agent to book tickets for them.

듣기 질문

1) When does Marco want to leave and when does he want to return? Will he and Francesca be flying first class, business class or economy?
2) Does Marco ask the travel agent to “hold the fare” or does he pay for it immediately?
3) Does Marco need to pick up his and Francesca’s tickets at the travel agent’s office?

Premium Members: PDF Transcripts | PhraseCast

Download: Podcast MP3

BEP 72 – 전화 걸기: 음성 메일 메시지

A2, 비즈니스 영어, ESL 팟캐스트, 중급 영어, 전화영어 /

누군가에게 전화를 걸었지만 거기에없는 사람, 종종 그들의 음성 메일 “픽업” 또는 전화에 응답. 그런 다음 메시지를 남겨야합니다. 직장에서 전화를 사용하는 사람은 음성 메일을 처리해야합니다..

다른 사람의 음성 사서함에 메시지를 남기기 시작한 적이 있습니까, 그때 당신이 들었을 때 “삑 하는 소리” 소리, 당신은 무엇을 말할지 몰랐습니다? 외국어를 할 때, 준비하지 않고 말하는 것은 어려울 수 있습니다, 특히 대화 상대를 보거나들을 수없는 경우. 그러나 약간의 연습으로, 당신은 음성 메일 전문가가 될 것입니다.

이것이이 비즈니스 영어 수업에서 공부할 내용입니다 – 음성 메일 메시지의 표준 문구 및 언어, 다음에 당신이 여기에 “삑 하는 소리” 당신은 정확히 무엇을 말할지 알게 될 것입니다.

먼저 나쁜 예를 들어 보겠습니다. Justin Thomas는 Trivesco라는 운송 중개인을 위해 일합니다.. 중개인은 “중개인” – 이 경우 저스틴은 “신축” 브로커, 사람들이 새 배를 사고 팔 수있게 도와줍니다. 저스틴은 실비 피터슨에게 전화, 조선 회사 Schmidt와 Larsen의 관리자. 두 번째 예에서 저스틴의 동료의 말을 듣습니다, 마크 랜드, 보다 전문적인 메시지를 남겨주세요.

듣기 질문 (좋은 메시지)

1) Sylvie와 이야기하기를 희망하는 Mark Rand는 무엇입니까?
2) 그는 언제 Sylvie의 전화를받을 수 있습니까??
3) Mark는 메시지를 어떻게 긍정적으로 마무리합니까??

Premium Members: Study Notes | Online Quizzes | PhraseCast | Lesson Module

Download: Podcast MP3

BEP 69 – 전화영어: 메시지 남기기

비즈니스 영어, ESL 팟캐스트, 중급 영어, 전화영어 /

This lesson has been updated in anew series: BEP 69A Redux & BEP 69B Redux.

사람들은 바쁘다. When you telephone people, they often aren’t there to take your call, so you need to leave a message. And almost everyone has to answer the telephone and take a message sometimes. Doing so professionally leaves a good impression on your customers, colleagues and boss.

Today we will hear a bad example and a good example of taking and leaving a telephone message.

Justin Thomas is with Trivesco, a major shipyard, or maker of ships. He is calling Sylvie Peterson at Daneline, a shipping company. Sylvie is a sales and purchase (S&피) 브로커. A broker is a middleman or negotiator. Sylvie specializes in negotiating the purchase of “newbuildings” or newly built ships. Amy, 접수 원, answers the phone.

듣기 질문

나쁜 예
1) Does Amy answer the phone professionally?
2) Is Justin prepared?

좋은 예
1) How does Amy answer the phone?
2) What is Mark calling about?
3) How does Amy make sure that she has got Mark’s correct phone number?

Premium Members: PDF Transcript

Download: Podcast MP3

BEP 54 – 고객 서비스: 불만 처리 2: 불만 해결

고급의, 비즈니스 영어, 고객 서비스, ESL 팟캐스트, 전화영어 /

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: 먼저, 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.

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. Let’s continue listening to see how Sandy resolves the complaint.

듣기 질문

1) How does Sandy show that he is actively listening to Steve?
2) What does Steve need?
3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?

회원: PDF 성적표

다운로드: 팟캐스트 MP3

BEP 53 – 고객 서비스: 불만 처리 1: 공감

고급의, 비즈니스 영어, 고객 서비스, ESL 팟캐스트, 전화영어 /

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.

We’ll see that a very important part of handling angry customers is showing empathy: Empathy is similar to sympathy – it 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