原汁原味商务英语播客 第41课:处理客户的抱怨(1)

 　　Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector¹. “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 Majestic², 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 dealing³ 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?

1 sector   

n.部门，部分；防御地段，防区；扇形

参考例句：

• 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。

2 majestic   

adj.雄伟的，壮丽的，庄严的，威严的，崇高的

参考例句：

• In the distance rose the majestic Alps.远处耸立着雄伟的阿尔卑斯山。
• He looks majestic in uniform.他穿上军装显得很威风。

3 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。