原汁原味商务英语播客 第41课:处理客户的抱怨(1)
日期:2011-02-12 09:12

(单词翻译:单击)

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

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重点单词
  • essentialn. 要素,要点 adj. 必要的,重要的,本质的
  • associaten. 同伴,伙伴,合伙人 n. 准学士学位获得者 vt.
  • sympathyn. 同情,同情心,同感,赞同,慰问
  • majesticadj. 宏伟的,高贵的,壮丽的
  • empathyn. 移情作用,共鸣,执着投入
  • sandyadj. 沙,含沙的,沙色的,不稳固的 Sandy n.
  • externaladj. 外部的,外面的,外来的,表面的 n. 外部,外
  • understandvt. 理解,懂,听说,获悉,将 ... 理解为,认为
  • internaladj. 国内的,内在的,身体内部的
  • dealingn. 经营方法,行为态度 (复数)dealings:商务