{"id":4953,"date":"2013-09-29T03:03:29","date_gmt":"2013-09-29T11:03:29","guid":{"rendered":"http:\/\/www.businessenglishpod.com\/?p=4953"},"modified":"2023-01-08T23:22:07","modified_gmt":"2023-01-09T07:22:07","slug":"business-english-pod-238-telephoning-tech-support-1","status":"publish","type":"post","link":"https:\/\/9to5english.com\/wordpress\/2013\/09\/29\/business-english-pod-238-telephoning-tech-support-1\/","title":{"rendered":"BEP 238 &#8211; Telephoning: Tech Support English (1)"},"content":{"rendered":"<!--[if lt IE 9]><script>document.createElement('audio');<\/script><![endif]-->\n<audio class=\"wp-audio-shortcode\" id=\"audio-4953-1\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"><source type=\"audio\/mpeg\" src=\"https:\/\/traffic.libsyn.com\/secure\/bizpod\/BEP238-Mob.mp3?_=1\" \/><a href=\"https:\/\/traffic.libsyn.com\/secure\/bizpod\/BEP238-Mob.mp3\">https:\/\/traffic.libsyn.com\/secure\/bizpod\/BEP238-Mob.mp3<\/a><\/audio>\n<p><a title=\"BEP 238 Lesson Module - Telephoning: Tech Support English(1)\" href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP238POD\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/www.businessenglishpod.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON.jpg\" alt=\"Telephone Tech Support English\" width=\"1622\" height=\"706\" class=\"alignnone size-full wp-image-15510\" srcset=\"https:\/\/9to5english.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON.jpg 1622w, https:\/\/9to5english.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON-300x131.jpg 300w, https:\/\/9to5english.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON-768x334.jpg 768w, https:\/\/9to5english.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON-600x261.jpg 600w, https:\/\/9to5english.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON-200x87.jpg 200w, https:\/\/9to5english.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON-400x174.jpg 400w, https:\/\/9to5english.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON-800x348.jpg 800w, https:\/\/9to5english.com\/wordpress\/wp-content\/uploads\/BEP-238-Tech-Support-English-LESSON-1200x522.jpg 1200w\" sizes=\"(max-width: 1622px) 100vw, 1622px\" \/><\/a><\/p>\n<p>Welcome back to <a title=\"Business English Lessons by Business English Pod\" href=\"https:\/\/www.businessenglishpod.com\/category\/business-english\/\" target=\"_blank\" rel=\"noopener noreferrer\">Business English Pod<\/a> for today&#8217;s lesson on handling a tech support <a title=\"All Business English for Telephone Lessons\" href=\"https:\/\/www.businessenglishpod.com\/2006\/03\/01\/all-business-english-for-telephoning-lessons\/\" target=\"_blank\" rel=\"noopener noreferrer\">telephone call in English<\/a>.<\/p>\n<p>We&#8217;ve all been in this situation: The phone rings. Someone&#8217;s got a problem. They need our help to fix it. So we work through the issue with the person, trying to figure out exactly what&#8217;s happening, what the person wants to do, and how to help them do it.<\/p>\n<p>But it&#8217;s not easy, especially on the phone, because we can&#8217;t see what the other person sees. And when someone has a problem, they&#8217;re usually frustrated about it, which can make our job even more difficult. So we need to stay calm and positive, keep a clear head, talk through the issue and find a solution that works. This situation is not unique to tech support. Everyone has to be able to help solve problems over the phone.<\/p>\n<p>Today we&#8217;ll look at several techniques that can help you deal with these kinds of situation successfully. We&#8217;ll start by asking open-ended questions, confirming what the user is trying to do, and asking what they see as they try to do it. Then we&#8217;ll try requesting the user to do something as well as putting our instructions in simple terms. And finally we&#8217;ll practice asking someone to wait while we check something.<\/p>\n<p>In the dialog, you&#8217;ll hear a conversation between Stacey and Nick. Stacey is a lawyer in the U.S. who&#8217;s having some trouble transferring files to her company&#8217;s server in the U.K. Nick is the British tech support agent trying to help Stacey solve her problem.<\/p>\n<p><strong>Listening Questions<\/strong><\/p>\n<p>1. At the start of the conversation, what question does Nick use to get Stacey to describe the situation?<br \/>\n2. Why does Nick ask Stacey to try opening the file?<br \/>\n3. What does Nick ask Stacey to do to help him check whether the problem is fixed?<\/p>\n<p>[tp no_translate=&#8221;y&#8221;]<strong>Premium Members: <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/transcripts\/BEP238SN-Tech-Support1.pdf\"><span style=\"color: #800000;\">PDF Transcript<\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP238QIZ\/presentation.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"color: #800000;\">Quizzes<\/span><\/a> | <a href=\"\/learningcenter\/Premium2008\/phrasecasts\/BEP238PC.mp3\"><span style=\"color: #800000;\">PhraseCast<\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP238POD\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\">Lesson Module<\/a><\/strong><\/p>\n<p><strong>Download: <a href=\"https:\/\/traffic.libsyn.com\/secure\/bizpod\/BEP238-Mob.mp3\" target=\"_blank\" rel=\"noopener noreferrer\">Podcast MP3<\/a><\/strong>[\/tp]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this Business English Pod lesson, we look at language and skills for handling a tech support telephone call.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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