這是兩部分中的第二部分 商務英語播客 在電話裡與生氣的來電打交道的系列.
我們希望我們所有的客戶都滿意. 確實, 業務的基本目標是使客戶滿意並回頭客. 但是我們不能一直取悅所有人. 生氣的來電者通常會因為不明白為什麼會發生或不同意政策而感到沮喪. 他們可能認為公司犯了一個錯誤. 並獲得他們想要的結果, 他們可能很粗魯, 叫喊, 或想與權威人士對話.
當您可以冷靜而清晰地回應時，處理這些類型的呼叫會更容易. 因此，今天我們將探討如何解釋問題並提出解決方案. 我們將介紹處理大吼大叫的客戶的方法, 使用粗俗的語言, 或想與經理交談. 最後, 我們將討論當您的公司犯錯時如何處理事情.
在今天的課程中, 我們將聽到戴安娜之間的更多對話, 信用卡公司的客戶服務代理, 和傑伊·羅斯柴爾德（Jay Rothschild）, 生氣的客戶，在大筆交易後信用卡被鎖定. 戴安娜（Diana）已經獲得了傑伊（Jay）的帳戶信息，並準備開始解決該問題.
聽力問題
1. 為什麼傑伊的信用卡被鎖定?
2. 周杰倫為什麼要和經理說話?
3. 戴安娜如何解決問題?
Download: Podcast MP3
I have received a sheer pleasure from this lesson
Tks
Helena
Thank you so much for your study materials,whiich are very very practical and useful.
嘿, guys. My name is Will. I am from China and I do love American cultures as well as American-English learning, especially those cool slangs and idioms. Of course I really want to have some American friends; it doesn’t matter whether you are a ma’am or a sir.
I love travelling although I just travelled through china mainland, Hong Kong and Macao. But I dream having a trip to America and I am studying English very hard for that. I am also very interested in movies, music and badminton (I know it is not prevalent as it is in china. Ok, I can teach you. Haha.)
I am a fairly outgoing and easygoing guy. At least that’s what my friends describe me. I am also running a small business of jade in China. Sorry, I got sidetrack. No business here, I promise.