商務(wù)英語(yǔ)播客 第54課:電話上處理問(wèn)題(上)

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This is the first in a two-part Business English Pod lesson on dealing with telephone inquiries.

這是2節(jié)商務(wù)播客中的第1節(jié)，將涉及電話上處理客戶的問(wèn)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(wèn)題有些緊張是很正常的。尤其是當(dāng)你使用另種不同的語(yǔ)言時(shí)。你看不見(jiàn)對(duì)方，所以你無(wú)法明白對(duì)方的面部表情和體態(tài)語(yǔ)。你需要更加自信地傾聽(tīng)，以便來(lái)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(lái)看些讓處理客戶要求變?nèi)菀仔┑姆椒?。以接電話和確定自己身份開(kāi)始。我們也會(huì)解釋用來(lái)證實(shí)打電話人名字的語(yǔ)言，肯定對(duì)方所說(shuō)的話并進(jìn)行重述來(lái)闡明問(wèn)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(xiàn)在，我們來(lái)聽(tīng)下在信用卡公司客戶服務(wù)中心工作的Leroy和顧客Paul之間的談話。Paul的賬戶有些問(wèn)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?