Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector. “Hospitality” means treating guests well; and here, we’re talking specifically about hotels. Because service is so vital to hospitality, hotels are a good place to look for excellent service practices.

好的客户服务在任何行业中都是取得成功的必要因素，尤其是在服务和招待部门更加重要。“招待”也就是要款待好顾客，此处我们要特别谈到旅馆。因为服务对于“招待”行业十分重要，旅馆是寻找优质服务的好地方。

So today we’ll be listening in on a phone call from an angry customer at the Majestic, a five-star hotel in Shanghai. By listening to a bad example and a good example of service practice, we’ll be studying skills that are useful in any industry, no matter whether you are dealing with internal or external customers.

所以今天我们听下来自一位在上海五星级酒店Majestic愤怒乘客的抱怨电话。通过服务行业中一个好的例子和坏的例子，我们要学习在很多行业中有用的技巧，无论你是处理内部顾客的抱怨还是外来顾客的抱怨。

We’ll see that a very important part of handling angry customers is showing empathy: Empathy is similar to sympathy – it means showing that you understand the customer’s pain.

今天来看下处理愤怒顾客的重要部分：表示同感。同感类似于同情——那意味着对顾客的不满表示理解。

Listening Questions:

Bad Example:

1) How does the customer, Steve, learn the service associate’s name?

2) What is Steve’s problem?

3) How could Jenna have handled the complaint better?

Good Example:

1) When Steve says, “I’m at the end of my rope,” what does he mean?

2) What does Sandy do to calm Steve down?