原汁原味商務英語播客 第54課:電話上處理問題(下)

This Business English Pod lesson is the second of a two-part series on telephone skills and dealing with customers on the phone.
這是2節商務播客中的第2節，將涉及一些打電話時的技巧和電話上處理客戶的問題。

When you’re helping a caller on the phone, unexpected things can happen. You might need to get some additional information from another source or have the caller to speak to someone else. Or, there may be some interference with the telephone connection that makes it hard to hear someone. It’s good to be prepared so that you can handle the call efficiently, without irritating the customer.
當你幫助打電話的人時，常會有無法預料到的事發生。你需要需要從別出活讓對方詢問其他的人來獲得更多信息。或者電話斷線使你很難聽清對方所說的話。事先要有準備以便你可以有效地處理問題，而不會讓客戶惱怒。

In this lesson, we’ll look at some of these unexpected situations. We’ll discuss ways to tell a caller what’s happening during the call and how to politely question and clarify if you don’t hear or understand something. We’ll cover language for signaling that a call is about to end, and how to politely finish the call.
這節課中，我們會看一些無法預料到的情況，我們會討論告訴客戶電話中正發生的事，如果你聽不見或無法理解某事時，要禮貌地詢問並闡明問題。我們也會學到用來表明通話即將結束的言語，並禮貌地結束通話。

In the last episode, we met Leroy and Paul. Leroy is a customer care agent for a credit card company. Paul is a customer whose card is about to expire. He hasn’t received a replacement card yet and Leroy is helping him.
上節課我們聽了Leroy 和 Paul之間的通話，Leroy在信用卡公司客戶服務中心工作。Paul的信用卡不能用了，但是他沒有收到替換的卡， Leroy正在幫助他。

Listening Questions：
1. Why does Leroy need a minute to pull up Paul’s records?
2. What is Paul’s correct street address?
3. Why didn’t Paul receive his replacement card?