BEP 54 ADV (Transcript & Activities) – Resolving the Complaint

This is the second in a two-part Business English Pod series on handling angry customers on the telephone. In today’s show we’ll be looking at how to resolve the customer’s complaint.

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Study Notes

Phrases & Practice
BEP 54: Resolving the Complaint – Quiz

BEP 54: Resolving the Complaint – Gap-fill

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

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?