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.

聽力問題

不好的例子:
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?

好的例子:
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:
https://podcasts.apple.com/podcast/business-english-pod-learn/id206603090

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