交流無(wú)國(guó)界,只要你大膽！

自己一個(gè)人苦苦修煉口語(yǔ)是不是很孤單很沒(méi)有目標(biāo)，不如從今天開(kāi)始一起加入KAKA禮節(jié)美語(yǔ)。
節(jié)目搜集了各種場(chǎng)景可能會(huì)用到最常用最流行的詞匯，短語(yǔ)和句型。
每天一期，讓大家24小時(shí)浸泡在地道的美語(yǔ)中，學(xué)習(xí)記得要日積月累哦?。海?/font>
不要猶豫，快點(diǎn)加入我們吧，有你一定會(huì)更精彩!!!
Come on~
陳豪在北京的ABC美國(guó)公司工作。美國(guó)同事Amy今天來(lái)找他。
(Office ambience)
A：---1---.
CH：這個(gè)差事可真不好干。不知道老板干嘛讓我跟投訴的顧客打交道。
A：---2---.
C：可是顧客在電話里大吵大鬧的時(shí)候，要繼續(xù)保持禮貌，還真需要訓(xùn)練有素才行。
A：What kind of challenges have you had?
C：很多時(shí)候，投訴的人打電話過(guò)來(lái)，其實(shí)我已經(jīng)知道該怎么解決他們的問(wèn)題了，可他們就是不聽(tīng)我講話，沒(méi)完沒(méi)了地抱怨。
A：You need to let them vent.
C：Vent? 什么是vent?
A：---3---.
C：那我就得耐心等他們把怨氣全都發(fā)泄出來(lái)嗎？
A：---4---.
C：那不是浪費(fèi)時(shí)間嗎！
A：---5---.
C：我要是中途打斷他們呢？
A：---6---.
C：那倒是。有時(shí)候我沒(méi)聽(tīng)完就下結(jié)論，往往都是錯(cuò)的。
A：---7---.
C：你在這方面好像很有經(jīng)驗(yàn)，下午有時(shí)間再給我講講！
A：Sure.
******
下班后，陳豪又碰到Amy。
C：Amy，今天天氣真好，咱們走路回家吧！
A：---8---?
C：有時(shí)候顧客蠻不講理，就好像一切都是我的錯(cuò)。
A：---9---.
C：那我該怎么跟他們解釋呢？
A：Simple. You apologize.
C：Apologize? 明明不是我的錯(cuò)，我還得道歉。這不是替人受過(guò)嗎！
A：---10---.
C：還有什么其他建議嗎？
A：---11---.
C：需要注意的事情真是太多了。Amy, 你能總結(jié)一下嗎？
A：---12---.

Chen Hao, how is everything going with your new responsibilities? I heard that you have been asked to handle our customer complaints I think you were asked because you are concerned about being courtesy and polite It means to let people express their feelings or emotions That's right. Don't interrupt them even when you understand the problem and the solution When people are angry or upset, they need to talk about it. If you listen patiently, by the time most people get to the end of their tirade, they feel better and are not nearly so upset They think you are not listening to them. And when you interrupt, you may miss an important detail that will help you deal with the problem When your customers realize that you are listening and caring about their problem, they often calm down That sounds good to me. So what other questions do you have about handling difficult situations with good manners and customer service You need to realize that the customer does not care whose fault it is. It's ABC's fault and you represent ABC to them And be sure that you sound sincere. People can tell by your tone of voice if you mean it or not Let them know exactly what steps will be taken to correct the situation and whom to contact if it is not resolved Listen patiently to your customers. Apologize and take responsibility. Let them know how the problem will be resolved