BEP 53 – 客户服务: 处理投诉 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 – 打电话: 处理困难的客户

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

在最近的商务英语播客中 (BEP 22), 我们探讨了用英语打电话时如何处理技术问题. 今天, 我们将讨论如何与来电者处理问题, 这当然更难处理! 但, 用适当的语言和短语, 您可以向呼叫者显示您想要的帮助, 并向他们保证您可以帮助解决问题.

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