BEP161 Dealing with Customers on the Phone (Part 1)

This is the first in a two-part Business English Pod lesson on dealing¹ with telephone inquiries².

It’s natural to feel a little nervous when answering questions on the phone, especially when you’re using a different language. You can’t see the other person, so you can’t interpret facial expressions and body language. You also need to listen more carefully, so you can help the caller quickly and efficiently³.

Today, we’ll look at some common strategies that can make handling telephone inquiries a little easier. We’ll start with ways to answer the phone and identify yourself. We’ll also explain language you can use to verify a caller’s name, confirm something a caller says, and clarify the inquiry⁴ by restating it.
Now, let’s listen to a conversation between Leroy, a customer service rep at a credit card company, and Paul, a customer. Paul has some concerns about his account and Leroy is helping⁵ him.

Listening Questions

1. What is Paul’s main concern?
2. How is Paul’s last name spelled?
3. What are the last 3 digits⁶, or numbers, of Paul’s bank ID number?

1 dealing   

n.经商方法，待人态度

参考例句：

• 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。

2 inquiries   

n.调查( inquiry的名词复数 )；疑问；探究；打听

参考例句：

• He was released on bail pending further inquiries. 他获得保释，等候进一步调查。
• I have failed to reach them by postal inquiries. 我未能通过邮政查询与他们取得联系。 来自《现代汉英综合大词典》

3 efficiently   

adv.高效率地，有能力地

参考例句：

• The worker oils the machine to operate it more efficiently.工人给机器上油以使机器运转更有效。
• Local authorities have to learn to allocate resources efficiently.地方政府必须学会有效地分配资源。

4 inquiry   

n.打听，询问，调查，查问

参考例句：

• Many parents have been pressing for an inquiry into the problem.许多家长迫切要求调查这个问题。
• The field of inquiry has narrowed down to five persons.调查的范围已经缩小到只剩5个人了。

5 helping   

n.食物的一份&adj.帮助人的，辅助的

参考例句：

• The poor children regularly pony up for a second helping of my hamburger. 那些可怜的孩子们总是要求我把我的汉堡包再给他们一份。
• By doing this, they may at times be helping to restore competition. 这样一来, 他在某些时候,有助于竞争的加强。

6 digits   

n.数字( digit的名词复数 )；手指，足趾

参考例句：

• The number 1000 contains four digits. 1000是四位数。 来自《简明英汉词典》
• The number 410 contains three digits. 数字 410 中包括三个数目字。 来自《现代英汉综合大词典》