This Business English Pod lesson is the second of a two-part series on telephone skills and dealing with customers on the phone.
这是2节商务播客中的第2节，将涉及一些打电话时的技巧和电话上处理客户的问题。

When you’re helping a caller on the phone, unexpected things can happen. You might need to get some additional information from another source or have the caller to speak to someone else. Or, there may be some interference with the telephone connection that makes it hard to hear someone. It’s good to be prepared so that you can handle the call efficiently, without irritating the customer.
当你帮助打电话的人时，常会有无法预料到的事发生。你需要需要从别出活让对方询问其他的人来获得更多信息。或者电话断线使你很难听清对方所说的话。事先要有准备以便你可以有效地处理问题，而不会让客户恼怒。

In this lesson, we’ll look at some of these unexpected situations. We’ll discuss ways to tell a caller what’s happening during the call and how to politely question and clarify if you don’t hear or understand something. We’ll cover language for signaling that a call is about to end, and how to politely finish the call.
这节课中，我们会看一些无法预料到的情况，我们会讨论告诉客户电话中正发生的事，如果你听不见或无法理解某事时，要礼貌地询问并阐明问题。我们也会学到用来表明通话即将结束的言语，并礼貌地结束通话。

In the last episode, we met Leroy and Paul. Leroy is a customer care agent for a credit card company. Paul is a customer whose card is about to expire. He hasn’t received a replacement card yet and Leroy is helping him.
上节课我们听了Leroy 和 Paul之间的通话，Leroy在信用卡公司客户服务中心工作。Paul的信用卡不能用了，但是他没有收到替换的卡， Leroy正在帮助他。

Listening Questions：
1. Why does Leroy need a minute to pull up Paul’s records?
2. What is Paul’s correct street address?
3. Why didn’t Paul receive his replacement card?