这是2节商务播客课程的第2节，涉及到处理愤怒顾客的投诉电话。在今天的节目中，我们来看下如何解决顾客的抱怨。

　　First a quick review: In part one we learned the first three steps for calming down angry customers and dealing with their complaints: First, we need to acknowledge their emotions by showing empathy. Second, we should identify the background to their problem so that we can take the right steps to fix it. And third, we should listen actively to show them that we care.

　　先来快速回顾下：在上节课中我们学习了用来使顾客平息下来的三个步骤，并处理他们的抱怨：首先，我们需要表示同情来承认他们的感受；然后，我们应该找到问题产生的背景以便采取正确的措施来解决问题；最后我们应该积极倾听来向顾客表明我们很在意他们。

　　Where we left off last time, Sandy, a service associate at the front desk of the Majestic Hotel, had just finished identifying Steve’s problem. Let’s continue listening to see how Sandy resolves the complaint.

　　上次我们讲到，Majestic旅馆前台的服务人员Sandy刚确定Steve所遇到的问题。我们继续听录音来看下Sandy是如何处理顾客抱怨的。

　　Listening Quiz:

　　1) How does Sandy show that he is actively listening to Steve?

　　2) What does Steve need?

　　3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?