BEP 53 ADV (Transcript & Exercises) – Handling Complaints: 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.

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.

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Study Notes

Phrases & Practice
BEP 53: Complaints – Empathizing – Quiz

BEP 53: Complaints – Empathizing – Gap-fill

Listening Quiz: (Click a question to see the answer)

Bad Example:

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?

Good Example:

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?