{"id":575,"date":"2010-04-11T02:13:36","date_gmt":"2010-04-11T10:13:36","guid":{"rendered":"http:\/\/www.businessenglishpod.com\/?p=575"},"modified":"2023-01-15T19:58:33","modified_gmt":"2023-01-16T03:58:33","slug":"bep-157-int-dealing-with-an-angry-caller-part-1","status":"publish","type":"post","link":"https:\/\/9to5english.com\/wordpress\/2010\/04\/11\/bep-157-int-dealing-with-an-angry-caller-part-1\/","title":{"rendered":"BEP 157 &#8211; Dealing with an Angry Caller (Part 1)"},"content":{"rendered":"<!--[if lt IE 9]><script>document.createElement('audio');<\/script><![endif]-->\n<audio class=\"wp-audio-shortcode\" id=\"audio-575-1\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"><source type=\"audio\/mpeg\" src=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP157-Mob.mp3?_=1\" \/><a href=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP157-Mob.mp3\">https:\/\/traffic.libsyn.com\/bizpod\/BEP157-Mob.mp3<\/a><\/audio>\n<p>This is the first of a two-part <a href=\"https:\/\/www.businessenglishpod.com\/\" rel=\"noopener noreferrer\" target=\"_blank\">Business English<\/a> Pod series on dealing with an angry caller on the phone.<\/p>\n<p>We&#8217;ve all dealt with angry people before.  But dealing with an angry person on the phone, in a business setting, can be tricky.  Sometimes you don&#8217;t know the person, so his or her situation may be completely new to you.  You can&#8217;t see the person, so you can&#8217;t read facial expressions or body language.  Sometimes the person yells or talks so quickly that you can&#8217;t understand exactly what they mean.  And sometimes they might be rude, which can make you angry yourself.  <\/p>\n<p>Successfully handling an angry caller is an important skill.  Often, these callers are customers and you don&#8217;t want to lose their business.  Satisfied customers will return and recommend your company to others.  Angry customers will do the opposite.<\/p>\n<p>So in today&#8217;s lesson, we&#8217;ll cover ways to calm down angry callers, using a calm tone of voice, and let them know you&#8217;re listening.  We&#8217;ll also look at language for acknowledging an angry customer&#8217;s feelings and frustrations by showing empathy.  Finally, we&#8217;ll talk about ways to clarify problems so you can solve them quickly.<\/p>\n<p>Let&#8217;s hear how Diana, a Customer Care agent for a credit card company, handles Jay, an angry customer whose credit card has been locked, or disabled.<\/p>\n<p><strong>Listening Questions<\/strong><\/p>\n<p>1.  What city is Jay visiting?<br \/>\n2.  What did Jay buy his wife for her birthday?<br \/>\n3.  When was Jay&#8217;s credit card locked?<\/p>\n<p>[tp no_translate=&#8221;y&#8221;]<strong>Premium Members: <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/transcripts\/BEP157SN-Angry_Caller1.pdf\"><span style=\"color: #800000;\">PDF Transcript<\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP157QIZ\/presentation.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"color: #800000;\">Online Quizzes<\/span> <\/a>| <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/phrasecasts\/BEP157PC.mp3\"><span style=\"color: #800000;\">PhraseCast<\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP157POD\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\">Lesson Module<\/a><\/strong><\/p>\n<p><strong>Download: <a href=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP157-Mob.mp3\" target=\"_blank\" rel=\"noopener noreferrer\">Podcast MP3<\/a><\/strong>[\/tp]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to deal with an angry caller over the phone in 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