BEP 53 – Atendimento ao Cliente: Lidar com queixas 1: Empatia

Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector. “Hospitalitymeans 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.

So today we’ll be listening in on a phone call from an angry customer at the Majestic, a five-star hotel in Shanghai. By listening to a bad example and a good example of service practice, we’ll be studying skills that are useful in any industry, no matter whether you are dealing with internal or external customers.

We’ll see that a very important part of handling angry customers is showing empathy: Empathy is similar to sympathyit means showing that you understand the customer’s pain.

Perguntas de escuta

Mau exemplo:
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?

Bom exemplo:
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?

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BEP 52 – Usando linguagem vaga (Papel 2)

This is the second in our two-part Business English Pod series on strategically using vague language. Last time we covered being vague to make a polite excuse or to avoid sounding arrogant. We saw how you can use vague language to create flexibility.

Today we’ll work on referring to vague numbers and learn language you can use when you don’t remember the name of someone or something. You’ll also practice some more strategic uses of vague language, such as avoiding socially inappropriate or impolite topics.

Perguntas de escuta

1) Why doesn’t Mike want to come to the party if Tracy is there?
2) When should Mike show up at the party?

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BEP 51 – Usando linguagem vaga (Papel 1)

Today is the first in a two-part Business English Podcast lesson on using vague language. “Vaguemeans not clearly defined. Por exemplo, if you ask someone what time it is and they say “Sobre 7 or so,” they are being vague. There are lots of reasons to be vague. Sometimes you need to be vague because you don’t know some information or because the information is not important. And sometimes vague language is just more polite.

Nestes dois episódios, we’ll be looking at how to speak in a vague way, but different situations require different styles. You’ll have to use your knowledge of the culture, the people and the situation that you are dealing with to decide which style is most appropriate. Our goal is to give you the communication tools you need to succeed in different environments. In future episodes, we’ll also be looking at other styles of speaking.

You’ll be listening to Jen and Mike, two employees at Nexus communications. Jen is inviting Mike to a party.

Perguntas de escuta

1) What do you think Jen means byulterior motive?”
2) Is Mike a computer expert?

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Notícias de negócios 10 – Viacom Sues YouTube para 1 Bilhões de dólares

Today we have a Business English News story on a company that’s been in the news quite a bit recentlyYouTube. Em particular, we refresh and discuss some of the key vocabulary we covered in our Video Vocab series on the law and legal vocabulary:

Video Vocab 04 – Basic Legal Terms
Video Vocab 05 – Casos de tribunal
Video Vocab 06 – Lei comercial

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BEP 50 – Suavizando Respostas Negativas (Papel 2)

This is the second in a two-part Business English Podcast lesson on softening negative replies. Last time you worked on softening negative replies in conversation to keep the atmosphere friendly and cooperative. Também, you practiced refusing an offer of help and letting someone down gently.

Hoje, we’ll be looking at refusing and disagreeing politely.

All these skills form part of a soft or gentle speaking style, which should form part of your communicative repertoire or toolbox.

Perguntas de escuta

1) Why is the GM of Avitek unable to meet with Nick on Thursday.
2) How is the weather in Kiev?

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