{"id":596,"date":"2010-05-16T07:43:11","date_gmt":"2010-05-16T15:43:11","guid":{"rendered":"http:\/\/www.businessenglishpod.com\/?p=596"},"modified":"2023-01-10T20:33:30","modified_gmt":"2023-01-11T04:33:30","slug":"bep-161-int-dealing-with-customers-on-the-phone-part-1","status":"publish","type":"post","link":"https:\/\/9to5english.com\/wordpress\/2010\/05\/16\/bep-161-int-dealing-with-customers-on-the-phone-part-1\/","title":{"rendered":"BEP 161 &#8211; Dealing with Customers on the Phone 1"},"content":{"rendered":"<!--[if lt IE 9]><script>document.createElement('audio');<\/script><![endif]-->\n<audio class=\"wp-audio-shortcode\" id=\"audio-596-1\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"><source type=\"audio\/mpeg\" src=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP161-Mob.mp3?_=1\" \/><a href=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP161-Mob.mp3\">https:\/\/traffic.libsyn.com\/bizpod\/BEP161-Mob.mp3<\/a><\/audio>\n<p>This is the first in a two-part <a href=\"https:\/\/www.businessenglishpod.com\/\" title=\"Business English\" rel=\"noopener noreferrer\" target=\"_blank\">Business English lesson<\/a> on dealing with telephone inquiries.<\/p>\n<p>It&#8217;s natural to feel a little nervous when answering questions on the phone, especially when you&#8217;re using a different language.  You can&#8217;t see the other person, so you can&#8217;t interpret facial expressions and body language.  You also need to listen more carefully, so you can help the caller quickly and efficiently.<\/p>\n<p>Today, we&#8217;ll look at some common strategies that can make handling telephone inquiries a little easier.  We&#8217;ll start with ways to answer the phone and identify yourself.  We&#8217;ll also explain language you can use to verify a caller&#8217;s name, confirm something a caller says, and clarify the inquiry by restating it.<\/p>\n<p>Now, let&#8217;s listen to a conversation between Leroy, a customer service rep at a credit card company, and Paul, a customer.  Paul has some concerns about his account and Leroy is helping him.<\/p>\n<p><strong>Listening Questions<\/strong><\/p>\n<p>1.  What is Paul&#8217;s main concern?<br \/>\n2.  How is Paul&#8217;s last name spelled?<br \/>\n3.  What are the last 3 digits, or numbers, of Paul&#8217;s bank ID number?<\/p>\n<p><strong>Premium Members: <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/transcripts\/BEP161SN-Inquiries1.pdf\"><span style=\"color: #800000;\">Study Notes <\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP161QIZ\/presentation.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"color: #800000;\">Online Quizzes<\/span> <\/a>| <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/phrasecasts\/BEP161PC.mp3\"><span style=\"color: #800000;\">PhraseCast<\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP161POD\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\">Lesson Module<\/a><\/strong><\/p>\n<p><strong>Download: <a href=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP161-Mob.mp3\" target=\"_blank\" rel=\"noopener noreferrer\">Podcast MP3<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn Business English for dealing with telephone inquiries.<\/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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