{"id":578,"date":"2010-04-18T02:38:08","date_gmt":"2010-04-18T10:38:08","guid":{"rendered":"http:\/\/www.businessenglishpod.com\/?p=578"},"modified":"2023-01-15T19:58:12","modified_gmt":"2023-01-16T03:58:12","slug":"bep-158-int-dealing-with-an-angry-caller-part-2","status":"publish","type":"post","link":"https:\/\/9to5english.com\/wordpress\/2010\/04\/18\/bep-158-int-dealing-with-an-angry-caller-part-2\/","title":{"rendered":"BEP 158 &#8211; Dealing with an Angry Caller (Part 2)"},"content":{"rendered":"<!--[if lt IE 9]><script>document.createElement('audio');<\/script><![endif]-->\n<audio class=\"wp-audio-shortcode\" id=\"audio-578-1\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"><source type=\"audio\/mpeg\" src=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP158-Mob.mp3?_=1\" \/><a href=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP158-Mob.mp3\">https:\/\/traffic.libsyn.com\/bizpod\/BEP158-Mob.mp3<\/a><\/audio>\n<p>This is the second of a two-part <a href=\"https:\/\/www.businessenglishpod.com\/\" rel=\"noopener noreferrer\" target=\"_blank\">Business English Pod<\/a> series on dealing with angry callers on the phone.<\/p>\n<p>We hope that all of our customers are satisfied ones. Indeed, a basic goal in business is to keep customers happy and coming back. But we can&#8217;t please all of the people all of the time. Angry callers are often upset because they don&#8217;t understand why something happened or disagree with a policy. They might believe that a company has made a mistake. And to get the results they want, they might be rude, yell, or want to speak to someone in authority.  <\/p>\n<p>Handling these types of calls is easier when you can respond calmly and clearly. So today we&#8217;ll look at how to explain a problem and suggest a solution. We&#8217;ll cover ways to handle customers who yell, use crude language, or want to talk to a manager. Finally, we&#8217;ll discuss how handle things when your company has made a mistake.<\/p>\n<p>In today&#8217;s lesson, we&#8217;ll hear more of a conversation between Diana, a Customer Care agent for a credit card company, and Jay Rothschild, an angry customer whose credit card was locked after he made a large purchase. Diana has already gotten Jay&#8217;s account information and is ready to start solving the problem.<\/p>\n<p><strong>Listening Questions<\/strong><\/p>\n<p>1. Why was Jay&#8217;s credit card locked?<br \/>\n2. Why does Jay want to speak to a manager?<br \/>\n3. How does Diana resolve the problem?<\/p>\n<p>[tp no_translate=&#8221;y&#8221;]<strong>Premium Members: <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/transcripts\/BEP158SN-Angry_Caller2.pdf\"><span style=\"color: #800000;\">PDF Transcript<\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP158QIZ\/presentation.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"color: #800000;\">Online Quizzes<\/span> <\/a>| <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/phrasecasts\/BEP158PC.mp3\"><span style=\"color: #800000;\">PhraseCast<\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP158POD\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\">Lesson Module<\/a><\/strong><\/p>\n<p><strong>Download: <a href=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP158-Mob.mp3\" target=\"_blank\" rel=\"noopener noreferrer\">Podcast MP3<\/a><\/strong>[\/tp]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to handle an angry caller on the phone in English.<\/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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