Video: Guidelines and Language for Identifying and Initial Response to Problem

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來自 University of Washington 的課程

Business English: Planning & Negotiating

182 個評分

University of Washington

Business English: Planning & Negotiating

182 個評分

課程 3（共 5 門，Specialization 商务英语沟通技巧）

In this course, the context is hosting an event and finding an appropriate venue for it. You will learn language and strategies for successful negotiations culminating in a written announcement for an event. Course Learning Objectives • Negotiate strategically in formal and informal settings • Identify and resolve customer issues after a negotiation has taken place • Evaluate and compare services and features of two venues • Plan a business event using negotiation skills • Write an announcement for a business event after selecting a venue

從本節課中

Week 3: Handling Problems

When plans are in place, there is always a chance of things going wrong. In this module, you will learn about the techniques to handle problems as they arise.

Video: Introduction to Dealing with Problems11:53

Video: Guidelines and Language for Identifying and Initial Response to Problem4:06

Interview with Holly Reynolds about Customer Service4:06

與講師見面

Richard Moore
Extension Lecturer, International & English Language Programs
UW Educational Outreach
Wendy Asplin
Extension Lecturer, International & English Language Programs
UW Educational Outreach

[MUSIC]

Okay, so we learned about how to identify and clarify problems over the phone.

Let's listen to someone talk about real life customer service.

>> My particular market segment is the smaller corporate meetings.

My favorite part about that is that I'm always busy.

I'm working every day with multiple people trying to plan events that

are quick turn-around.

Sometimes we'll get a call on Monday for a meeting on Wednesday, it'll just happen.

Sometimes I've got groups that are looking for October.

It's completely different.

I like that it keeps me on my toes.

I'm always busy and

I'm always striving towards sort of the next level of customer service.

How else can I help someone book an event here, and

stay happy and want to come here in the future for events.

We build relationships with local companies all the time.

We work with pretty much all the big local things we've got here in Seattle.

They've had events here at the Edgewater, and I enjoy that.

I love being a part of something that is unique to Seattle and

unique to the Pacific Northwest.

The biggest challenges that we tend to run into is knowing

how much information a client needs to have to book an event.

I have quite a wide range of clients.

It's either going to be people who need a date and a room and if it's available.

That's all they want to know.

And then I have people who have never heard of the Edgewater.

They've never been to Seattle.

They want to know what makes us special.

So I'm always having to find the right balance between selling the event space,

selling the Edgewater, selling Seattle.

But also getting the exact info that they need in a timely manner that makes it

easy for them to make a decision to come have an event here.

That's what I've discovered in the last couple of months that I've been here is

that sometimes they don't want me to say, this is how much square footage we have,

this is what you get if you open the window.

They want to know March 30th, are you available?

And it's tough, so that's one of my biggest challenges,

figuring out what the client needs from me specifically.

And also, figuring out what room is the best for them.

We have nine different rooms, this is one of our smallest rooms, and

it holds up to 16 people, but it can hold 2.

And then we've got rooms that can hold up to 300 people for a reception style.

So lots of different space options, and finding the right balance for

the client, finding exactly the set up they need,

the atmosphere they're looking for, that can be a challenge as well.

I would say that one of my favorite experiences that I've had here was

actually just a couple of weeks ago.

We had a group from Starbucks coming in.

They actually came in last week, but they came in for a sight tour to check out

the space because they'd never been to the Edgewater, and Starbucks,

people hear Starbucks, they think of Seattle.

So this was something I was really hoping that we could book so

that we could build a really good customer relationship with Starbucks.

They came in, and the woman I worked with, her name was Stephanie,

she was just a joy from start to finish.

She just had questions,

almost all the event space was open at the time of the day that she came in.

So I showed her almost every room, and it gave me the chance to talk

about the Edgewater, talk about the things that we offer.

She was so sweet, everything was really easy, and I felt a connection.

It seemed like they really wanted to be here the same as much as we wanted them

to be here.

And then she called me back within minutes practically and said,

we want to book this space, we want to come in.

And it was extremely positive and

she was just a joy to work with from start to finish, and then they were here for

four days last week, and their event went incredibly smoothly.

So it was really pleasant.

It was one of my first experiences planning from start to finish an entire

event and I just felt like it was really good.

It's not exciting, but it's positive [LAUGH].

So that just jumped into mind, yeah [LAUGH].

[MUSIC]

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