商務(wù)英語(yǔ)播客 第42課:處理客戶(hù)的抱怨(2)

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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.

這是2節(jié)商務(wù)播客課程的第2節(jié)，涉及到處理憤怒顧客的投訴電話(huà)。在今天的節(jié)目中，我們來(lái)看下如何解決顧客的抱怨。

First a quick review: In part one we learned the first three steps for calming down angry customers and dealing with their complaints: First, 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.

先來(lái)快速回顧下：在上節(jié)課中我們學(xué)習(xí)了用來(lái)使顧客平息下來(lái)的三個(gè)步驟，并處理他們的抱怨：首先，我們需要表示同情來(lái)承認(rèn)他們的感受;然后，我們應(yīng)該找到問(wèn)題產(chǎn)生的背景以便采取正確的措施來(lái)解決問(wèn)題;最后我們應(yīng)該積極傾聽(tīng)來(lái)向顧客表明我們很在意他們。

Where we left off last time, 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.

上次我們講到，Majestic旅館前臺(tái)的服務(wù)人員Sandy剛確定Steve所遇到的問(wèn)題。我們繼續(xù)聽(tīng)錄音來(lái)看下Sandy是如何處理顧客抱怨的。

Listening Quiz:

1) How does Sandy show that he is actively listening to Steve?

2) What does Steve need?

3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?