BEP53 Customer Service: Handling Complaints (Part 1: Empathi
时间：2018-12-05 作者：英语课 分类：商务电话英语
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.
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.
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.
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?
- 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。