Pod di inglese commerciale / Podcast ESL / Pagina 31

BEP 54 – Assistenza clienti: Gestione dei reclami 2: Risoluzione del reclamo

Avanzate, Inglese commerciale, Assistenza clienti, Podcast ESL, Telefono inglese /

Questo è il secondo di una serie di podcast di inglese commerciale in due parti gestire i clienti arrabbiati al telefono. Nello show di oggi vedremo come risolvere il reclamo del cliente.

Innanzitutto una breve recensione: Nella prima parte abbiamo imparato i primi tre passaggi per calmare i clienti arrabbiati e gestire i loro reclami: Primo, dobbiamo riconoscere le loro emozioni mostrando empatia. Secondo, dovremmo identificare il contesto del loro problema in modo da poter intraprendere i passi giusti per risolverlo. E terzo, dovremmo ascoltare attivamente per dimostrare loro che ci preoccupiamo.

Da dove ci eravamo fermati l'ultima volta, sabbioso, un addetto al servizio presso la reception dell'Hotel Majestic, aveva appena finito di identificare il problema di Steve. Continuiamo l'ascolto per vedere come Sandy risolve il reclamo.

Domande sull'ascolto

1) In che modo Sandy dimostra che sta ascoltando attivamente Steve?
2) Di cosa ha bisogno Steve??
3) Quali misure intraprende Sandy per garantire che Steve sia soddisfatto dell'esito della chiamata?

Membri: Trascrizione PDF

Scarica: Podcast MP3

BEP 53 – Assistenza clienti: Gestione dei reclami 1: Enfatizzare

Avanzate, Inglese commerciale, Assistenza clienti, Podcast ESL, Telefono inglese /

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.

Domande sull'ascolto

Cattivo esempio:
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?

Buon esempio:
1) When Steve says, “I’m at the end of my rope,” che cosa intende?
2) What does Sandy do to calm Steve down?

Members: PDF Transcript

Download: Podcast MP3

BEP 52 – Usare un linguaggio vago (Parte 2)

Inglese commerciale, Podcast ESL, Funzioni, Inglese intermedio /

This is the second in our two-part Business English Pod series on strategically using vague language. Last time we covered being vague to make a polite excuse or to avoid sounding arrogant. We saw how you can use vague language to create flexibility.

Today we’ll work on referring to vague numbers and learn language you can use when you don’t remember the name of someone or something. You’ll also practice some more strategic uses of vague language, such as avoiding socially inappropriate or impolite topics.

Domande sull'ascolto

1) Why doesn’t Mike want to come to the party if Tracy is there?
2) When should Mike show up at the party?

PDF Transcript

Download: Podcast MP3

BEP 51 – Usare un linguaggio vago (Parte 1)

Inglese commerciale, Podcast ESL, Funzioni, Inglese intermedio /

Today is the first in a two-part Business English Podcast lesson on using vague language. “Vague” means not clearly defined. Per esempio, if you ask someone what time it is and they say “Di 7 or so,” they are being vague. There are lots of reasons to be vague. Sometimes you need to be vague because you don’t know some information or because the information is not important. And sometimes vague language is just more polite.

In questi due episodi, we’ll be looking at how to speak in a vague way, but different situations require different styles. You’ll have to use your knowledge of the culture, the people and the situation that you are dealing with to decide which style is most appropriate. Our goal is to give you the communication tools you need to succeed in different environments. In future episodes, we’ll also be looking at other styles of speaking.

You’ll be listening to Jen and Mike, two employees at Nexus communications. Jen is inviting Mike to a party.

Domande sull'ascolto

1) What do you think Jen means by “ulterior motive?”
2) Is Mike a computer expert?

PDF Transcript

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Notizie di affari 10 – Viacom fa causa a YouTube per 1 Miliardi di dollari

Inglese commerciale, Vocabolario inglese commerciale, Notizie di affari, Podcast ESL, Inglese intermedio, Inglese legale /

Today we have a Business English News story on a company that’s been in the news quite a bit recently – YouTube. In particolare, we refresh and discuss some of the key vocabulary we covered in our Video Vocab series on the law and legal vocabulary:

Video Vocab 04 – Basic Legal Terms
Video Vocab 05 – Casi giudiziari
Video Vocab 06 – Diritto commerciale

PDF Transcript: Study Notes

Download: Podcast MP3