人々は忙しい. 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&P) ブローカ. A broker is a middleman or negotiator. Sylvie specializes in negotiating the purchase of “newbuildings” or newly built ships. Amy, 受付係, answers the phone.
リスニングの質問
悪い例
1) Does Amy answer the phone professionally?
2) Is Justin prepared?
良い手本
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?
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.
リスニングの質問
悪い例:
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?
良い手本:
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?