原汁原味商務英語播客 第54課:電話上處理問題(上)

This is the first in a two-part Business English Pod lesson on dealing with telephone inquiries.
這是2節商務播客中的第1節，將涉及電話上處理客戶的問題。

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 efficiently.
接電話回答問題有些緊張是很正常的。尤其是當你使用另種不同的語言時。你看不見對方，所以你無法明白對方的面部表情和體態語。你需要更加自信地傾聽，以便來快速而有效地幫助打電話的人。

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 inquiry by restating it.
今天我們來看些讓處理客戶要求變容易些的方法。以接電話和確定自己身份開始。我們也會解釋用來證實打電話人名字的語言，肯定對方所說的話並進行重述來闡明問題。

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 helping him.
現在，我們來聽下在信用卡公司客戶服務中心工作的Leroy和顧客Paul之間的談話。Paul的賬戶有些問題， Leroy正在幫助他。

Listening Questions

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