BEP53 Customer Service: Handling Complaints (Part 1: Empathi

Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector¹. “Hospitality” means treating guests well; and here, we’re talking specifically about hotels. Because service is so vital to hospitality, hotels are a good place to look for excellent service practices.

So today we’ll be listening in on a phone call from an angry customer at the Majestic², a five-star hotel in Shanghai. By listening to a bad example and a good example of service practice, we’ll be studying skills that are useful in any industry, no matter whether you are dealing³ with internal or external customers.

We’ll see that a very important part of handling angry customers is showing empathy: Empathy is similar to sympathy – it means showing that you understand the customer’s pain.

Listening Questions:

Bad Example:
1) How does the customer, Steve, learn the service associate’s name?
2) What is Steve’s problem?
3) How could Jenna have handled the complaint better?

Good Example:
1) When Steve says, “I’m at the end of my rope,” what does he mean?
2) What does Sandy do to calm Steve down?

1 sector   

n.部门，部分；防御地段，防区；扇形

参考例句：

• The export sector will aid the economic recovery. 出口产业将促进经济复苏。
• The enemy have attacked the British sector.敌人已进攻英国防区。

2 majestic   

adj.雄伟的，壮丽的，庄严的，威严的，崇高的

参考例句：

• In the distance rose the majestic Alps.远处耸立着雄伟的阿尔卑斯山。
• He looks majestic in uniform.他穿上军装显得很威风。

3 dealing   

n.经商方法，待人态度

参考例句：

• This store has an excellent reputation for fair dealing.该商店因买卖公道而享有极高的声誉。
• His fair dealing earned our confidence.他的诚实的行为获得我们的信任。