BEP 23 Telephoning: Handling a Difficult Customer

In a recent Business English Podcast (BEP 22), we looked at how to deal with technical problems when speaking on the telephone in English. Today, we’re going to talk how to deal with problems with the caller, which are of course much harder to handle! But, with the proper language and phrases, you can show the caller that you want to help, and reassure¹ them that you can help solve the problem.

1 reassure   

v.使放心，使消除疑虑

参考例句：

• This seemed to reassure him and he continued more confidently.这似乎使他放心一点，于是他更有信心地继续说了下去。
• The airline tried to reassure the customers that the planes were safe.航空公司尽力让乘客相信飞机是安全的。