商務(wù)英語播客 第41課:處理客戶的抱怨(1)

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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.

好的客戶服務(wù)在任何行業(yè)中都是取得成功的必要因素，尤其是在服務(wù)和招待部門更加重要。“招待”也就是要款待好顧客，此處我們要特別談到旅館。因為服務(wù)對于“招待”行業(yè)十分重要，旅館是尋找優(yōu)質(zhì)服務(wù)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.

所以今天我們聽下來自一位在上海五星級酒店Majestic憤怒乘客的抱怨電話。通過服務(wù)行業(yè)中一個好的例子和壞的例子，我們要學習在很多行業(yè)中有用的技巧，無論你是處理內(nèi)部顧客的抱怨還是外來顧客的抱怨。

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.

今天來看下處理憤怒顧客的重要部分：表示同感。同感類似于同情——那意味著對顧客的不滿表示理解。

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?