商务英语口语场景练习：处理客户的抱怨(1)

2024-01-22 08:41:00来源：网络

　　商务口语是职场中比较常用的，在不同的场合，英语口语也有很多的注意事项。所以想要更好的提升商务口语能力，大家还是需要在平时做好相应的训练。具体的商务口语需要提升哪些呢?下面小编为大家整理了“商务英语口语场景练习：处理客户的抱怨(1)”相关内容，一起来看看吧!

　　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 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?

　　以上就是为大家整理的“商务英语口语场景练习：处理客户的抱怨(1)”，希望帮助大家更好的提升商务口语能力，更多精彩内容敬请关注本频道的持续更新!

本文关键字: 商务英语口语