{"id":43,"date":"2007-06-23T21:23:26","date_gmt":"2007-06-23T13:23:26","guid":{"rendered":"http:\/\/www.businessenglishpod.com\/learningcenter2\/2007\/07\/02\/bep-54-adv-customer-service-handling-complaints-part-2-resolving-the-complaint\/"},"modified":"2007-07-18T19:56:57","modified_gmt":"2007-07-18T11:56:57","slug":"bep-54-adv-customer-service-handling-complaints-part-2-resolving-the-complaint","status":"publish","type":"post","link":"https:\/\/www.businessenglishpod.com\/learningcenter2\/2007\/06\/23\/bep-54-adv-customer-service-handling-complaints-part-2-resolving-the-complaint\/","title":{"rendered":"BEP 54 ADV (Transcript &#038; Activities) &#8211; Resolving the Complaint"},"content":{"rendered":"<p>This is the second in a two-part Business English Pod series on <B><a href=\"https:\/\/www.businessenglishpod.com\/2007\/06\/19\/bep-53-adv---customer-service-handling-complaints-part-1-empathizing\/\">handling angry customers on the telephone<\/a><\/B>. In today&#8217;s show we&#8217;ll be looking at how to resolve the customer&#8217;s complaint.<\/p>\n<table width=\"100%\" height=\"120\" border=\"0\" align=\"center\" cellpadding=\"0\" cellspacing=\"1\">\n<tr>\n<td height=\"30\" colspan=\"2\" align=\"left\" bgcolor=\"#FFFFFF\"><strong>Premium Members <\/strong> <a href=\"http:\/\/www.businessenglishpod.com\/aMember\/member.php\">(Sign up for access)<\/a>:<\/td>\n<td bgcolor=\"#FFFFFF\"><strong>Online activities:<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"25%\" align=\"center\" bgcolor=\"#FFFFFF\"><img loading=\"lazy\" decoding=\"async\" src=\"\/images\/icon_pdf2_1.gif\" width=\"45\" height=\"53\" \/><br \/>\n    <strong><a href=\"http:\/\/www.businessenglishpod.com\/learningcenter\/StudyNotes\/BEP054SN-Complaints2.pdf\">Study Notes<\/a> <\/strong><\/td>\n<td width=\"25%\" align=\"center\" bgcolor=\"#FFFFFF\"><img loading=\"lazy\" decoding=\"async\" src=\"\/images\/icon_MP3_1.gif\" width=\"45\" height=\"53\" \/><br \/>\n    <strong><a href=\"http:\/\/www.businessenglishpod.com\/learningcenter\/PhraseCasts\/BEP054PC.mp3\">Phrases &amp; Practice<\/a><\/strong><\/td>\n<td bgcolor=\"#FFFFFF\"><a href=\"http:\/\/www.businessenglishpod.com\/learningcenter\/Exercises\/BEP54QIZ.html\">BEP 54: Resolving the Complaint &#8211; Quiz<\/a><br \/>\n<br \/>\n<a href=\"http:\/\/www.businessenglishpod.com\/learningcenter\/Exercises\/BEP54CLZ.html\">BEP 54: Resolving the Complaint &#8211; Gap-fill<\/a><\/td>\n<\/tr>\n<\/table>\n<p><script>\nfunction showhide(id){\n\tif (document.getElementById){\n\t\tobj = document.getElementById(id);\n\t\tif (obj.style.display == \"none\"){\n\t\t\tobj.style.display = \"\";\n\t\t} else {\n\t\t\tobj.style.display = \"none\";\n\t\t}\n\t}\n}\n<\/script><br \/>\n<strong>Listening Quiz:<\/strong> (Click a question to see the answer)<\/p>\n<p><a href=\"#\" onClick=\"showhide('8'); return(false);\"><strong>1)<\/strong>\tHow does Sandy show that he is actively listening to Steve?<\/p>\n<div style=\"display: none;\" id=\"8\">\n<font color=\"#ff0000\"><strong> In addition to the active listening strategies we reviewed in BEP 53, throughout today&#8217;s part of the dialogue Sandy actively clarifies Steve&#8217;s complaint.<\/strong> 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.<\/font>\n<\/div>\n<p><a href=\"#\" onClick=\"showhide('9'); return(false);\"><strong>2)<\/strong>\tWhat does Steve need?<\/p>\n<div style=\"display: none;\" id=\"9\">\n<font color=\"#ff0000\"><strong> Steve&#8217;s ultimate need is for a warm room so that he can get his work done.<\/strong> But it&#8217;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. <\/font>\n<\/div>\n<p><a href=\"#\" onClick=\"showhide('10'); return(false);\"><strong>3)<\/strong>\tWhat steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?<\/p>\n<div style=\"display: none;\" id=\"10\">\n<font color=\"#ff0000\"><strong> At the end of today&#8217;s dialog, Sandy checks to make sure that Steve is satisfied with the solution, then proposes follow-up action: He&#8217;ll call back in 30 minutes to make sure everything is OK.<\/strong><\/font>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>This is the second in a two-part Business English Pod series on handling angry customers on the telephone. In today&#8217;s show we&#8217;ll be looking at how to resolve the customer&#8217;s complaint. Premium Members (Sign up for access): Online activities: Study Notes Phrases &amp; Practice BEP 54: Resolving the Complaint &#8211; Quiz BEP 54: Resolving the [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[11,23,13],"tags":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/posts\/43"}],"collection":[{"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/comments?post=43"}],"version-history":[{"count":0,"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/posts\/43\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/media?parent=43"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/categories?post=43"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.businessenglishpod.com\/learningcenter2\/wp-json\/wp\/v2\/tags?post=43"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}