BEP 54 – 고객 서비스: 불만 처리 2: 불만 해결
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