BEP 158 – 與生氣的來電者打交道 (部分 2)

這是兩部分中的第二部分 商務英語播客 在電話裡與生氣的來電打交道的系列.

我們希望我們所有的客戶都滿意. 確實, 業務的基本目標是使客戶滿意並回頭客. 但是我們不能一直取悅所有人. 生氣的來電者通常會因為不明白為什麼會發生或不同意政策而感到沮喪. 他們可能認為公司犯了一個錯誤. 並獲得他們想要的結果, 他們可能很粗魯, 叫喊, 或想與權威人士對話.

當您可以冷靜而清晰地回應時,處理這些類型的呼叫會更容易. 因此,今天我們將探討如何解釋問題並提出解決方案. 我們將介紹處理大吼大叫的客戶的方法, 使用粗俗的語言, 或想與經理交談. 最後, 我們將討論當您的公司犯錯時如何處理事情.

在今天的課程中, 我們將聽到戴安娜之間的更多對話, 信用卡公司的客戶服務代理, 和傑伊·羅斯柴爾德(Jay Rothschild), 生氣的客戶,在大筆交易後信用卡被鎖定. 戴安娜(Diana)已經獲得了傑伊(Jay)的帳戶信息,並準備開始解決該問題.

聽力問題

1. 為什麼傑伊的信用卡被鎖定?
2. 周杰倫為什麼要和經理說話?
3. 戴安娜如何解決問題?

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BEP 157 – 與生氣的來電者打交道 (部分 1)

這是兩部分中的第一部分 商務英語 關於處理電話中的憤怒來電者的Pod系列.

之前我們都與生氣的人打交道. 但是在電話裡與一個生氣的人打交道, 在商業環境中, 可能很棘手. 有時候你不認識那個人, 所以他或她的情況對您來說可能是全新的. 你看不到那個人, 所以你看不懂面部表情或肢體語言. 有時對方大聲喊叫或說話,以至於您無法完全理解他們的意思. 有時他們可能很粗魯, 會讓你生氣.

成功處理憤怒的來電者是一項重要技能. 經常, 這些來電者是客戶,您不想失去他們的業務. 滿意的客戶將返回並將您的公司推薦給其他人. 生氣的顧客會做相反的事情.

所以在今天的課程中, 我們將介紹平息憤怒呼叫者的方法, 用平靜的語氣, 讓他們知道你在聽. 我們還將研究通過表達同理心來表達憤怒的客戶的感覺和沮喪的語言. 最後, 我們將討論解決問題的方法,以便您快速解決問題.

讓我們聽聽戴安娜, 信用卡公司的客戶服務代理, 處理周杰倫, 生氣的客戶,其信用卡已被鎖定, 或禁用.

聽力問題

1. 周杰倫正在訪問哪個城市?
2. 傑伊過生日給他妻子買了什麼?
3. 周杰倫的信用卡何時被鎖定?

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BEP 156 – 社交英語: 聯網 (部分 2)

This is the second of a two-part Business English Pod lesson on business networking.

Networking is all about people and connections. You never know when someone you meet at a conference or trade show may be able to help your business in the future. Likewise, you may be able to help someone else out. So building and maintaining a network of business contacts is essential.

But once you meet a prospective contact, how do you maintain that connection? This is what we’ll focus on today. We’ll talk about ways to steer a conversation toward a lead. We’ll also cover ways to shoot for a meeting and be persistent. And we’ll look at the other side and discuss ways to politely leave a conversation.

Today’s lesson is mainly about sales, but these functions can be easily applied to other situations.

上次, we met Ian, a sales rep for a pharmaceutical company, and Marissa, a pharmacy manager at Children’s Hospital. They met at a conference and Marissa mentioned her frustration with her current pharmaceutical supplier. Deliveries are often late and are sometimes packaged incorrectly. She’s concerned about getting supplies for her hospital’s vaccine clinics. And that’s where the conversation resumes today.

聽力問題

1. What supplies does Marissa’s pharmacy need?
2. Why does Ian suggest grabbing a cup of coffee?
3. What is Marissa’s schedule like right now?

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BEP 155 – 社交英語: 聯網 (部分 1)

This is the first of a two-part Business English Pod series on networking.

在業務, so much depends on who you know. A network is a group of business contacts that have the resources to help each other out. Former and current colleagues, outside business associates, vendors, friends, acquaintancesthese can all be part of your network.

The term “聯網” refers to developing this group of contacts. Most businesspeople are looking to expand their networksfor sales leads, job referrals, 資訊, and advice. Networking also means being helpful to others. There should be mutual benefits for all involved.

Networking often involves approaching people you don’t know, which can be a little awkward. How do you network in a way that seems genuine? 在本課中, we’ll look at ways to approach people. We’ll also cover greetings and introductions, 10-second elevator pitches, and talking about your industry.

Today we’ll listen to Ian and Marissa’s first interaction at a pharmacy conference. Ian is a sales rep for a pharmaceutical company. Marissa is the manager of a hospital pharmacy. A pharmacy is a place that distributes medicine and drugs.

聽力問題:

1. How does Ian break the ice with Marissa? 換句話說, how does he start their first interaction?
2. How did Ian learn about the flu vaccine clinics?
3. Why is Marissa frustrated with her supplier?

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BEP 144 – 會議: 電話會議英語 (2)

English for Teleconference Meetings 1

這是兩部分中的第二部分 商務英語課電話會議英語.

電話會議使來自不同位置的人們可以通過電話開會. 雖然方便, 電話會議確實要記住一些問題, 例如跟踪誰在說話. 有時兩個人同時講話或講話太快. 因為參與者看不見, 使用「路標」或簡短的陳述來讓其他人為即將要說的話做好準備是有幫助的. 安排議程和安排時間等其他問題也有影響.

在最後一集中, 我們聽到克雷格(Craig)和艾爾莎(Elsa)之間的對話, StarCom的兩名員工, 電子製造商. 克雷格(Craig)舉行了第一次電話會議,艾爾莎(Elsa)給了他一個非正式的教程, 教他有關電話會議的設備和一些協議的知識.

今天, 克雷格參加電話會議. 電話會議的主持人是托尼, 芝加哥的經理. 戴安娜(Diana)也參加了, 倫敦的一位同事, 和JP, 在達拉斯的市場營銷部門工作的人. 他們正在討論即將到來的假期, 新產品線, 和廣告.

聽力問題

1) JP如何幫助Craig進行議程?
2) 據戴安娜, 為什麼打印機測試結果令人失望?
3) 戴安娜為什麼不認為問題會很快得到解決?

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