原汁原味商务英语播客 第42课:处理客户的抱怨(2)

 　　This is the second in a two-part Business English Podcast series on handling angry customers on the telephone. In today’s show we’ll be looking at how to resolve the customer’s complaint.

　　这是2节商务播客课程的第2节，涉及到处理愤怒顾客的投诉电话。在今天的节目中，我们来看下如何解决顾客的抱怨。

　　First a quick review: In part one we learned the first three steps for calming down angry customers and dealing¹ with their complaints: First, we need to acknowledge their emotions by showing empathy. Second, we should identify the background to their problem so that we can take the right steps to fix it. And third, we should listen actively² to show them that we care.

　　先来快速回顾下：在上节课中我们学习了用来使顾客平息下来的三个步骤，并处理他们的抱怨：首先，我们需要表示同情来承认他们的感受；然后，我们应该找到问题产生的背景以便采取正确的措施来解决问题；最后我们应该积极倾听来向顾客表明我们很在意他们。

　　Where we left off last time, Sandy, a service associate at the front desk of the Majestic³ Hotel, had just finished identifying Steve’s problem. Let’s continue listening to see how Sandy resolves the complaint.

　　上次我们讲到，Majestic旅馆前台的服务人员Sandy刚确定Steve所遇到的问题。我们继续听录音来看下Sandy是如何处理顾客抱怨的。

　　Listening Quiz:

　　1) How does Sandy show that he is actively listening to Steve?

　　2) What does Steve need?

　　3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?

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 actively   

adv.积极地，勤奋地

参考例句：

• During this period all the students were actively participating.在这节课中所有的学生都积极参加。
• We are actively intervening to settle a quarrel.我们正在积极调解争执。

3 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。