This is the second in a two-part Business English Pod series on handling angry customers on the telephone. In todayâ€™s show weâ€™ll be looking at how to resolve the customerâ€™s complaint.
|Premium Members (Sign up for access):||Online activities:|
Phrases & Practice
|BEP 54: Resolving the Complaint – Quiz
BEP 54: Resolving the Complaint – Gap-fill
Listening Quiz: (Click a question to see the answer)
In addition to the active listening strategies we reviewed in BEP 53, throughout todayâ€™s part of the dialogue Sandy actively clarifies Steveâ€™s complaint. Through his high level of sincerity and attention, he gives him the impression that he really cares. This is also a kind of active listening.
Steveâ€™s ultimate need is for a warm room so that he can get his work done. But itâ€™s important to emphasize that Steve also has an immediate emotional need, which Sandy likewise does a good job of addressing: Steve needs to have his anger acknowledged, which Sandy does by empathizing, listening and clarifying.
At the end of todayâ€™s dialog, Sandy checks to make sure that Steve is satisfied with the solution, then proposes follow-up action: Heâ€™ll call back in 30 minutes to make sure everything is OK.