商務(wù)英語(yǔ)播客 第54課:電話(huà)上處理問(wèn)題(下)

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https://online2.tingclass.net/lesson/shi0529/0008/8462/54b.mp3

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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(jié)商務(wù)播客中的第2節(jié)，將涉及一些打電話(huà)時(shí)的技巧和電話(huà)上處理客戶(hù)的問(wèn)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(dāng)你幫助打電話(huà)的人時(shí)，常會(huì)有無(wú)法預(yù)料到的事發(fā)生。你需要需要從別出活讓對(duì)方詢(xún)問(wèn)其他的人來(lái)獲得更多信息?；蛘唠娫?huà)斷線使你很難聽(tīng)清對(duì)方所說(shuō)的話(huà)。事先要有準(zhǔn)備以便你可以有效地處理問(wèn)題，而不會(huì)讓客戶(hù)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(jié)課中，我們會(huì)看一些無(wú)法預(yù)料到的情況，我們會(huì)討論告訴客戶(hù)電話(huà)中正發(fā)生的事，如果你聽(tīng)不見(jiàn)或無(wú)法理解某事時(shí)，要禮貌地詢(xún)問(wèn)并闡明問(wèn)題。我們也會(huì)學(xué)到用來(lái)表明通話(huà)即將結(jié)束的言語(yǔ)，并禮貌地結(jié)束通話(huà)。

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(jié)課我們聽(tīng)了Leroy 和 Paul之間的通話(huà)，Leroy在信用卡公司客戶(hù)服務(wù)中心工作。Paul的信用卡不能用了，但是他沒(méi)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?