This is the second of a two-part usiness English Pod series on dealing with angry callers on the phone.

We hope that all of our customers are satisfied ones. Indeed, a basic goal in business is to keep customers happy [bad word] back. But we can’t please all of the people all of the time. Angry callers are often upset because they don’t understand why something happened or disagree with a policy. They might believe that [bad word] has made a mistake. And to get the results they want, they might [bad word]  yell, or want to speak to someone in authority.

Handling these types of calls is easier when you can respond calmly and clearly. So today we’ll look at how to explain a problem and suggest a solution. We’ll cover ways to handle customers who yell, use [bad word] language, or want to talk to a manager. Finally, we’ll discuss how handle things when [bad word] has made a mistake.

In today’s lesson, we’ll hear more of a conversation between Diana, a Customer Care agent for a credit [bad word]  and Jay Rothschild, an angry customer whose credit card was locked after he made a large purchase. Diana has already gotten Jay’s account information and is ready to start solving the problem.

Listening Questions

1. Why was Jay’s credit card locked?
2. Why does Jay want to speak to a manager?
3. How does Diana resolve the problem?