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

   Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector 1. “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.


  好的客户服务在任何行业中都是取得成功的必要因素,尤其是在服务和招待部门更加重要。“招待”也就是要款待好顾客,此处我们要特别谈到旅馆。因为服务对于“招待”行业十分重要,旅馆是寻找优质服务的好地方。
  So today we’ll be listening in on a phone call from an angry customer at the Majestic 2, 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 3 with internal or external customers.
  所以今天我们听下来自一位在上海五星级酒店Majestic愤怒乘客的抱怨电话。通过服务行业中一个好的例子和坏的例子,我们要学习在很多行业中有用的技巧,无论你是处理内部顾客的抱怨还是外来顾客的抱怨。
  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.
  今天来看下处理愤怒顾客的重要部分:表示同感。同感类似于同情——那意味着对顾客的不满表示理解。
  Listening Questions:
  Bad Example:
  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?
  Good Example:
  1) When Steve says, “I’m at the end of my rope,” what does he mean?
  2) What does Sandy do to calm Steve down?

n.部门,部分;防御地段,防区;扇形
  • The export sector will aid the economic recovery. 出口产业将促进经济复苏。
  • The enemy have attacked the British sector.敌人已进攻英国防区。
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。
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。
标签: 商务英语 播客
学英语单词
all-out effort
ammonia cooler
ampa
appointed member
Arouet
aseptic myocarditis of newborn
assquake
atomweight
bacchanalias
Ban Hai
be roses all the way
Beaujeu
blessed with
Buronzo
canalis carpalis
capsule assembly
Carex wawuensis
cigar-shaped
ciliopagurus strigatus
classification of waste
closing to meeting maneuver
court of common pleas
crossey
crowd-control
cuttlebones
cystosarcoma
degenerative myopia
diatectite
Diebougou
drum magnetic separator
duplex output
eliminate unemployment
empiric(al)
epilating forceps
fermiophobic
fine struction
flash one's eyes at
formate butyl
French Standard
game fishes
genus cairinas
geological structure
HDMI CEC
hearth plate
honours degree
idiolysin
idiopathic detrusor dyssynergia
imperia
inkfish
insatisfactorily
jus pascendi
keyword item
laser printers
man-machine interaction equipment
maximum bit rate
mistion
more replenishing soil moisture reserve
motion planning
motion-pictures
Nal detector
Nervus medianus
non-exclusion
non-linear molecule
nonulcerated
nyy
okwui
open end V-belt
passets
Phichit, Changwat
pick up and delivery service
pinch-faced
polygonometric network
prima donnas
quality bonus
radiation gasdynamics
reexhumation
replacement length
rubber paint
sadhanas
scissor-tailed
seen eye to eye
signal bridge
single-state recycle
slotted screen
snowmobiles
spam act
Spittal of Glenshee
spring of cylinder lubricator plunger
strip-searches
sudden cough
sufflations
supersonic particle sizer
surface of constant pressure
talipes calcaneus
termination and suspersion of contract
theory mapping
unsanctimonious
urnsful
user program status display
webtalk
wtb
xenotime