这是2节商务播客中的第1节，将涉及电话上处理客户的问题。

　　It’s natural to feel a little nervous when answering questions on the phone, especially when you’re using a different language. You can’t see the other person, so you can’t interpret facial expressions and body language. You also need to listen more carefully, so you can help the caller quickly and efficiently.

　　接电话回答问题有些紧张是很正常的。尤其是当你使用另种不同的语言时。你看不见对方，所以你无法明白对方的面部表情和体态语。你需要更加自信地倾听，以便来快速而有效地帮助打电话的人。

　　Today, we’ll look at some common strategies that can make handling telephone inquiries a little easier. We’ll start with ways to answer the phone and identify yourself. We’ll also explain language you can use to verify a caller’s name, confirm something a caller says, and clarify the inquiry by restating it.

　　今天我们来看些让处理客户要求变容易些的方法。以接电话和确定自己身份开始。我们也会解释用来证实打电话人名字的语言，肯定对方所说的话并进行重述来阐明问题。

　　Now, let’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.

　　现在，我们来听下在信用卡公司客户服务中心工作的Leroy和顾客Paul之间的谈话。Paul的账户有些问题， Leroy正在帮助他。

　　Listening Questions

　　1. What is Paul’s main concern?

　　2. How is Paul’s last name spelled?

　　3. What are the last 3 digits, or numbers, of Paul’s bank ID number?