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 23 – Telefonando: Lidando com um cliente difícil

A new version of this lesson is available here: BEP 23c – Telephone English: Obtendo ação

Em um recente podcast em inglês para negócios (BEP 22), vimos como lidar com problemas técnicos ao falar ao telefone em inglês. Hoje, vamos falar sobre como lidar com problemas com o chamador, é claro que são muito mais difíceis de manusear! Mas, com a linguagem e frases adequadas, você pode mostrar ao chamador que deseja ajudar, e assegure-lhes que você pode ajudar a resolver o problema.

Também temos o prazer de anunciar que nosso novo feed já está disponível no iTunes. Clique no link abaixo para atualizar sua assinatura:
https://podcasts.apple.com/podcast/business-english-pod-learn/id206603090

Premium Members: Study Notes PDF

Download: Podcast MP3