BEP158 Dealing with an Angry Caller (Part 2)

We hope that all of our customers are satisfied ones. Indeed, a basic goal in business is to keep customers happy and coming back. But we can’t please all of the people all of the time. Angry callers are often upset because they don’t understand why something happened or disagree with a policy. They might believe that a company has made a mistake. And to get the results they want, they might be rude, yell¹, or want to speak to someone in authority².
Handling these types of calls is easier when you can respond calmly and clearly. So today we’ll look at how to explain a problem and suggest a solution. We’ll cover ways to handle customers who yell, use crude³ language, or want to talk to a manager. Finally, we’ll discuss how handle things when your company has made a mistake.

In today’s lesson, we’ll hear more of a conversation between Diana, a Customer Care agent for a credit⁴ card company, and Jay Rothschild, an angry customer whose credit card was locked after he made a large purchase. Diana has already gotten Jay’s account information and is ready to start solving the problem.

Listening Questions

1. Why was Jay’s credit card locked?
2. Why does Jay want to speak to a manager?
3. How does Diana resolve⁵ the problem?

1 yell   

vi./n.号叫，叫喊

参考例句：

• This gave them a chance to yell.这给了他们大声喊叫的机会。
• When his schoolmate made the last goal,the boy gave out with an untrammeled yell.那个男孩在他的同学踢进最后一球时不禁纵声欢呼。

2 authority   

n.当局，官方；权力，权威，威信；当权者

参考例句：

• He is recognized internationally as an authority in this field.国际上承认他是这方面的一个权威。
• Professor White is looked upon as an authority on mathematics.怀特教授被看成数学权威。

3 crude   

adj.粗鲁的，简陋的，天然的，未加工的；n.原油

参考例句：

• The cottage wears a very crude appearance.那幢农舍外观颇为简陋。
• Gasoline is distilled from crude oil.汽油是从原油中提炼出来的。

4 credit   

n.信用，荣誉，贷款，学分；v.归功于，赞颂，信任

参考例句：

• I credit him with a certain amount of sense.我认为他有一定的见识。
• He got the credit,and we did the dirty work.他得荣誉，我们做不讨好的工作。

5 resolve   

vt.解决，解除；决定，决心

参考例句：

• It's up to him to resolve this problem.这个问题应由他来解决。
• This did not shake his resolve.这事并未动摇他的决心。