商务英语播客 / 电话英语 / 页 9

BEP 88 – 打电话: 预订旅游票

A2, 商务英语, 客户服务, 中级英语, 电话英语, 旅行 /

Booking tickets on the phone is a basic part of business travel. 在这个 intermediate Business English Podcast, we will practice useful phrases and language for making travel arrangements on the telephone.

Viva is an Italian manufacturer of ladies’ apparel, or clothing. Marco and Francesca, Viva employees, are on a business trip. After visiting customers in the UK, they are now heading to Las Vegas in the United States to meet with their American distributor – the company that sells their product there. Marco calls a travel agent to book tickets for them.

听力问题

1) When does Marco want to leave and when does he want to return? Will he and Francesca be flying first class, business class or economy?
2) Does Marco ask the travel agent to “hold the fare” or does he pay for it immediately?
3) Does Marco need to pick up his and Francesca’s tickets at the travel agent’s office?

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BEP 72 – 打电话: 语音信箱留言

A2, 商务英语, ESL 播客, 中级英语, 电话英语 /

当您呼叫某人但他们不在时, 通常是他们的语音信箱 “捡起” 或接听电话. 那你得留言. 在工作中使用电话的任何人都必须处理语音邮件.

您是否曾经开始在某人的语音信箱中留言, 然后当你听到 “嘟” 声音, 你不知道该说些什么? 当您说外语时, 没有准备的谈话可能会充满挑战, 特别是当您看不到或听到与您交谈的人时. 但是稍加练习, 您将成为语音信箱专业人士.

这就是我们将在本商务英语课程中学习的内容 – 语音邮件的标准短语和语言, 下次你在这里 “嘟” 你会确切地说出什么.

首先，我们将听到一个不好的例子. 贾斯汀·托马斯（Justin Thomas）为一家名为Trivesco的运输经纪人工作. 经纪人是 “中间人” – 在这种情况下，贾斯汀是 “新建筑物” 经纪人, 这意味着他可以帮助人们买卖新船. 贾斯汀打电话给西尔维·彼得森, 造船公司Schmidt和Larsen的经理. 在第二个示例中，我们听到了贾斯汀的同事, 马克·兰德, 留下更专业的信息.

听力问题 (好消息)

1) 马克·兰德希望与西尔维谈论什么?
2) 他什么时候可以接听Sylvie的电话?
3) 马克（Mark）如何对邮件做出积极评价?

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BEP 69 – 电话英语: 留言

商务英语, ESL 播客, 中级英语, 电话英语 /

This lesson has been updated in anew series: BEP 69A Redux & BEP 69B Redux.

人们很忙. When you telephone people, they often aren’t there to take your call, so you need to leave a message. And almost everyone has to answer the telephone and take a message sometimes. Doing so professionally leaves a good impression on your customers, colleagues and boss.

Today we will hear a bad example and a good example of taking and leaving a telephone message.

Justin Thomas is with Trivesco, a major shipyard, or maker of ships. He is calling Sylvie Peterson at Daneline, a shipping company. Sylvie is a sales and purchase (S&磷) 经纪人. A broker is a middleman or negotiator. Sylvie specializes in negotiating the purchase of “newbuildings” or newly built ships. Amy, 接待员, answers the phone.

听力问题

不好的例子
1) Does Amy answer the phone professionally?
2) Is Justin prepared?

好的例子
1) How does Amy answer the phone?
2) What is Mark calling about?
3) How does Amy make sure that she has got Mark’s correct phone number?

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BEP 54 – 客户服务: 处理投诉 2: 解决投诉

先进的, 商务英语, 客户服务, ESL 播客, 电话英语 /

This is the second in a two-part Business English Podcast series on handling angry customers on the telephone. In today’s show we’ll be looking at how to resolve the customer’s complaint.

First a quick review: In part one we learned the first three steps for calming down angry customers and dealing with their complaints: 第一, we need to acknowledge their emotions by showing empathy. Second, we should identify the background to their problem so that we can take the right steps to fix it. And third, we should listen actively to show them that we care.

Where we left off last time, Sandy, a service associate at the front desk of the Majestic Hotel, had just finished identifying Steve’s problem. Let’s continue listening to see how Sandy resolves the complaint.

听力问题

1) How does Sandy show that he is actively listening to Steve?
2) What does Steve need?
3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?

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BEP 53 – 客户服务: 处理投诉 1: 移情

先进的, 商务英语, 客户服务, ESL 播客, 电话英语 /

Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector. “Hospitality” means 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 sympathy – it means showing that you understand the customer’s pain.

听力问题

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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