原汁原味商務英語播客 第42課:處理客戶的抱怨(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.
這是2節商務播客課程的第2節，涉及到處理憤怒顧客的投訴電話。在今天的節目中，我們來看下如何解決顧客的抱怨。

First a quick review: In part one we learned the first three steps for calming down angry customers and dealing 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 actively to show them that we care.
先來快速回顧下：在上節課中我們學習了用來使顧客平息下來的三個步驟，並處理他們的抱怨：首先，我們需要表示同情來承認他們的感受；然後，我們應該找到問題產生的背景以便採取正確的措施來解決問題；最後我們應該積極傾聽來向顧客表明我們很在意他們。

Where we left off last time, Sandy, a service associate at the front desk of the Majestic Hotel, had just finished identifying Steve’s problem. Let’s continue listening to see how Sandy resolves the complaint.
上次我們講到，Majestic旅館前臺的服務人員Sandy剛確定Steve所遇到的問題。我們繼續聽錄音來看下Sandy是如何處理顧客抱怨的。

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?