{"id":601,"date":"2010-05-22T23:49:37","date_gmt":"2010-05-23T07:49:37","guid":{"rendered":"http:\/\/www.businessenglishpod.com\/?p=601"},"modified":"2023-01-10T20:33:11","modified_gmt":"2023-01-11T04:33:11","slug":"bep-162-int-dealing-with-customers-on-the-phone-part-2","status":"publish","type":"post","link":"https:\/\/9to5english.com\/wordpress\/2010\/05\/22\/bep-162-int-dealing-with-customers-on-the-phone-part-2\/","title":{"rendered":"BEP 162 &#8211; Dealing with Customers on the Phone 2"},"content":{"rendered":"<!--[if lt IE 9]><script>document.createElement('audio');<\/script><![endif]-->\n<audio class=\"wp-audio-shortcode\" id=\"audio-601-1\" preload=\"none\" style=\"width: 100%;\" controls=\"controls\"><source type=\"audio\/mpeg\" src=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP162-Mob.mp3?_=1\" \/><a href=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP162-Mob.mp3\">https:\/\/traffic.libsyn.com\/bizpod\/BEP162-Mob.mp3<\/a><\/audio>\n<p>This Business English Pod lesson is the second of a two-part series on <a href=\"http:\/\/www.businessenglishpod.com\/2010\/05\/16\/bep-161-int-dealing-with-customers-on-the-phone-part-1\/\">telephone skills and dealing with customers on the phone<\/a>.<\/p>\n<p>When you&#8217;re helping a caller on the phone, unexpected things can happen.  You might need to get some additional information from another source or have the caller to speak to someone else.  Or, there may be some interference with the telephone connection that makes it hard to hear someone.  It&#8217;s good to be prepared so that you can handle the call efficiently, without irritating the customer.<\/p>\n<p>In this lesson, we&#8217;ll look at some of these unexpected situations.  We&#8217;ll discuss ways to tell a caller what&#8217;s happening during the call and how to politely question and clarify if you don&#8217;t hear or understand something.  We&#8217;ll cover language for signaling that a call is about to end, and how to politely finish the call. <\/p>\n<p>In the last episode, we met Leroy and Paul.  Leroy is a customer care agent for a credit card company.  Paul is a customer whose card is about to expire.  He hasn&#8217;t received a replacement card yet and Leroy is helping him.<\/p>\n<p><strong>Listening Questions<\/strong><\/p>\n<p>1.\tWhy does Leroy need a minute to pull up Paul&#8217;s records?<br \/>\n2.\tWhat is Paul&#8217;s correct street address?<br \/>\n3.\tWhy didn&#8217;t Paul receive his replacement card?<\/p>\n<p><strong>Premium Members: <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/transcripts\/BEP162SN-Inquiries2.pdf\"><span style=\"color: #800000;\">Study Notes <\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP162QIZ\/presentation.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"color: #800000;\">Online Quizzes<\/span> <\/a>| <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/phrasecasts\/BEP162PC.mp3\"><span style=\"color: #800000;\">PhraseCast<\/span><\/a> | <a href=\"https:\/\/businessenglishpod.com\/learningcenter\/Premium2008\/quiz\/BEP162POD\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\">Lesson Module<\/a><\/strong><\/p>\n<p><strong>Download: <a href=\"https:\/\/traffic.libsyn.com\/bizpod\/BEP162-Mob.mp3\" target=\"_blank\" rel=\"noopener noreferrer\">Podcast MP3<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn Business English for handling customer enquiries on the phone.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","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 center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":"","powered_cache_disable_cache":false,"_links_to":"","_links_to_target":""},"categories":[45,16,14,8],"tags":[179,150],"_links":{"self":[{"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/posts\/601"}],"collection":[{"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/comments?post=601"}],"version-history":[{"count":5,"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/posts\/601\/revisions"}],"predecessor-version":[{"id":19805,"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/posts\/601\/revisions\/19805"}],"wp:attachment":[{"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/media?parent=601"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/categories?post=601"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/9to5english.com\/wordpress\/wp-json\/wp\/v2\/tags?post=601"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}