BEP 158 – 与生气的来电者打交道 (部分 2)

这是两部分中的第二部分 商务英语播客 在电话里与生气的来电打交道的系列.

我们希望我们所有的客户都满意. 确实, 业务的基本目标是使客户满意并回头客. 但是我们不能一直取悦所有人. 生气的来电者通常会因为不明白为什么会发生或不同意政策而感到沮丧. 他们可能认为公司犯了一个错误. 并获得他们想要的结果, 他们可能很粗鲁, 叫喊, 或想与权威人士对话.

当您可以冷静而清晰地回应时,处理这些类型的呼叫会更容易. 因此,今天我们将探讨如何解释问题并提出解决方案. 我们将介绍处理大吼大叫的客户的方法, 使用粗俗的语言, 或想与经理交谈. 最后, 我们将讨论当您的公司犯错时如何处理事情.

在今天的课程中, 我们将听到戴安娜之间的更多对话, 信用卡公司的客户服务代理, 和杰伊·罗斯柴尔德(Jay Rothschild), 生气的客户,在大笔交易后信用卡被锁定. 戴安娜(Diana)已经获得了杰伊(Jay)的帐户信息,并准备开始解决该问题.


1. 为什么杰伊的信用卡被锁定?
2. 周杰伦为什么要和经理说话?
3. 戴安娜如何解决问题?

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3 thoughts on “BEP 158 – 与生气的来电者打交道 (部分 2)”

  1. 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.


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