BEP 53 – 客戶服務: 處理投訴 1: 移情

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.


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?

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 – 打電話: 處理困難的客戶

A new version of this lesson is available here: BEP 23c – Telephone English: 採取行動

在最近的商務英語播客中 (BEP 22), 我們探討了用英語打電話時如何處理技術問題. 今天, 我們將討論如何與來電者處理問題, 這當然更難處理! 但, 用適當的語言和短語, 您可以向呼叫者顯示您想要的幫助, 並向他們保證您可以幫助解決問題.

我們也很高興地宣布,我們的新供稿現已在iTunes中提供. 請點擊下面的鏈接更新您的訂閱:

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