Business English Podcasts

BEP 70: Handling Customer Complaints

20 Mar 2018



Introduction

When you speak on the telephone to customers, your voice represents your company to the caller. Without the benefit of using body language (handshakes, smiles, nodding your head, etc.), your tone of voice and customer service techniques are all you have to gain customer confidence.

You should always try to adopt a polite, friendly, helpful, efficient and professional tone when speaking on the telephone to customers. Using standard telephone expressions will make you sound polite and professional. Listening and taking the time to understand your customers will make you sound helpful and efficient.

Situation 1

DVD retailer, Music Box Ltd, have just received this letter of complaint from Albert Hui, one of their corporate customers. Read through the letter and consider how you would handle the complaint.

 

BEP 64: Dealing with Persistent Callers

07 Sep 2017

Persistent callers are people who keep calling until they can speak to a certain person. It may be your job to answer the phone and speak several times to the same caller. The caller may be trying to sell something, or may want to talk to someone in your office for a specific reason.

Even if the same person calls many times, you should speak to them politely but firmly. There are many ways in which you can politely tell a caller that they do not need to call again, or that they can leave a message for the recipient

In this lesson, we will look at how to use specific words and phrases to deal with persistent callers.

Remember that you need to remain polite and patient while talking to callers, even if they call many times.


Situation 1

You will now listen to a conversation between Sandra, a secretary, and Paul, a persistent caller.

 

BEP 72: Welcoming Business Visitors

03 Dec 2014

podcommunication

Introduction

Knowing how to welcome business visitors is an important business speaking skill. This is often the first impression that a visitor will have of a company so you need to make a good impression. Treat visitors in a friendly and relaxed manner, and make sure they are comfortable if they have to wait around. Take an interest in who they are and what they've been doing.

Situation 1

Dan Roberts is an important client from England. He has an appointment to see Tina Chan, the sales manager, at 11:30. He arrives 20 minutes early so as to be in good time for the meeting. Tina Chan’s secretary greets him and makes him feel welcome. It is important for the secretary to make sure Dan is made to feel welcome and is comfortable while he is waiting for the meeting.

 
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