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: 먼저, 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.

지난번에 그만뒀던 곳, 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.

듣기 질문

1) Sandy는 Steve의 말을 적극적으로 듣고 있음을 어떻게 보여줍니까??
2) 스티브에게 필요한 것은 무엇인가?
3) Steve가 통화 결과에 만족하도록 Sandy는 어떤 조치를 취합니까??

회원: PDF 성적표

다운로드: 팟캐스트 MP3

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.

듣기 질문

나쁜 예:
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?

좋은 예:
1) When Steve says, “I’m at the end of my rope,” 그 사람이 무슨 뜻이야??
2) What does Sandy do to calm Steve down?

Members: PDF Transcript

Download: Podcast MP3