时间:2019-01-18 作者:英语课 分类:原汁原味商务英语播客


英语课

   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.


  这是2节商务播客课程的第2节,涉及到处理愤怒顾客的投诉电话。在今天的节目中,我们来看下如何解决顾客的抱怨。
  First a quick review: In part one we learned the first three steps for calming down angry customers and dealing 1 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 2 to show them that we care.
  先来快速回顾下:在上节课中我们学习了用来使顾客平息下来的三个步骤,并处理他们的抱怨:首先,我们需要表示同情来承认他们的感受;然后,我们应该找到问题产生的背景以便采取正确的措施来解决问题;最后我们应该积极倾听来向顾客表明我们很在意他们。
  Where we left off last time, Sandy, a service associate at the front desk of the Majestic 3 Hotel, had just finished identifying Steve’s problem. Let’s continue listening to see how Sandy resolves the complaint.
  上次我们讲到,Majestic旅馆前台的服务人员Sandy刚确定Steve所遇到的问题。我们继续听录音来看下Sandy是如何处理顾客抱怨的。
  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?

n.经商方法,待人态度
  • This store has an excellent reputation for fair dealing.该商店因买卖公道而享有极高的声誉。
  • His fair dealing earned our confidence.他的诚实的行为获得我们的信任。
adv.积极地,勤奋地
  • During this period all the students were actively participating.在这节课中所有的学生都积极参加。
  • We are actively intervening to settle a quarrel.我们正在积极调解争执。
adj.雄伟的,壮丽的,庄严的,威严的,崇高的
  • In the distance rose the majestic Alps.远处耸立着雄伟的阿尔卑斯山。
  • He looks majestic in uniform.他穿上军装显得很威风。
标签: 商务英语 播客
学英语单词
a poon
A tent
absorption water
actuarial table
Alasin
alicycle
amidrazone
apogranite
attribution model
autocatalysts
avian-flu
bastard fount
Beaconsfield
bench-drill
boat bearer
bolillos
bresaolas
Bupleurum longicaule
cage hydraulic press
carbide insert bit
Catcher in the Rye
centimoes
channel decoder
comma construction
contact reliability inspection
cotton-enamel covered wire
course
Critesion
crystal tea
decontraction
demolition of property
Deuteronomic, Deuteronomical
deviation of borehole
DIIC
distance of relative movement
distesol
dividend payout ration
duquesnel
equivalent bar
error status register
family Rhinolophidae
gang seeder
general recursive predicate
geographic proximity
gridpoints
GVE
have a peep ab sb
have something on one's shoulders
hereditary predisposition
HF-24
high pressure turbine bypass
hobnail
icker
ignition residue
intermediate preference targets
irenina malloticola
Kannose-gawa
lameller tearing
leave one's card upon someone
left-click
level of organization
library member
man of quality
mangadom
mesomeric theory
miniaturizes
moneymaking
moral duty
moving speed of table
noise level
north land (severnaya zemlya)
Orroroo
outdoor motor
ovonic threshold switch
partial solid solution
partner's capiatl
perissus asperatus
personal computing conference
photoelectric photometer
pillar shaping machine
placentotrophy
Planchonella obovata
plex structure
primary safety valve for inner container
project production
rekles
sample pulse phase
Shentoo's line
sinaed
spring for air pump
stewed
suck-boy
takehome
thermal decomposition method
transmission standards
ultrasonic test method
UNRPR
UVPROM
uvular diastematia
walkback
weirty
workcentre