Category Archives: Customer Service

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?

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?

BEP 23 (Transcript) – Telephoning: Handling a Difficult Customer

In this Business English Podcast we’re going to talk how to deal with problems with the caller in a business-to-business situation. With the proper language and phrases, you can show the caller that you want to help, and reassure them that you can help solve the problem.

Related Podcasts: BEP 21 and BEP 22
Key Language: handling enquiries and clarifcation techniques.

Transcript & Study Notes.

BEP 15 – Telephoning: Handling a Problem

Problems, and more problems. Sometimes business seems to be all about dealing with problems. And when dealing with problems in a second language over the telephone, we need to be especially careful in our discussions, since we cannot see the reactions of the other party.

In today’s Business English Podcast we’ll listen to business people discussing a delivery problem over the phone. Then, we’ll review the language that is used to establish relationships, discuss the problem and come to agreement on a solution.

Transcript & Study Notes.