【BEC中級(jí)】客戶投訴(2/2)
來源:滬江聽寫酷
2013-03-21 15:16
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情景商務(wù)英語每日19點(diǎn)更新,BEC中級(jí)每日9點(diǎn)更新。
450)=450"> 上一期BEC中級(jí): 【BEC中級(jí)】客戶投訴(1/2)
450)=450"> 上一期商務(wù)英語播客:【商務(wù)英語播客】030 主持討論 1/2
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When a customer complains, it's important to be sympathetic, but businesslike as well. Do apologise, of course, and then, taking a personal interest in the way the equipment will be used. Suggest a newer, more recent model rather than simply replacing the original one. This is often a good solution, because it not only deals with the complaint, but also the client feels they've got away with a bit extra to make up for the inconvenience.
I don't think all complaints can be dealt with in the same way. Basically, you've got to solve the immediate problem to try to keep the customer's confidence. Sometimes guaranteeing your product for a longer period can be a good way to do this. Fix what's wrong as quickly as possible and show you're prepared to do so a second time if necessary. Point out that the customer won't have any worries, at least not until they need an upgrade.
It's a good idea to let the customer know why there's been a problem. It shows you are prepared to be honest, and you might win a bit of sympathy. They realise that things don't always go right for the supplier either. But the most satisfactory thing to do is to offer a refund. Then, of course, they are more likely to deal with you again when they need a replacement.
當(dāng)客戶投訴時(shí),同情很重要,當(dāng)然公司也需要道歉,然后,把個(gè)人利益考慮到儀器的使用方式中,建議客戶挑選一個(gè)更新的,最新的的產(chǎn)品要比之前的那個(gè)更好。這通常是一個(gè)很好的解決方案,因?yàn)檫@不僅解決了投訴,而且讓客戶感覺他們有幸得到了方便的補(bǔ)償。
我不認(rèn)為所有的投訴都能用同一種解決方法來解決。通常,你要立刻解決問題來穩(wěn)住顧客的信心。有的時(shí)候,保修期長(zhǎng)的產(chǎn)品是一個(gè)比較好的解決方法,這樣你能盡快解決問題,而且顯示出即使下一次出現(xiàn)同樣的情況,你也有準(zhǔn)備。指出至少客戶在下次產(chǎn)品更新前都不需要擔(dān)心產(chǎn)品再出現(xiàn)任何的問題。
讓客戶了解為什么會(huì)出現(xiàn)問題是一個(gè)很好的方法,這將顯示出你很誠實(shí)對(duì)待問題,而且你可能還會(huì)贏得一些同情。他們會(huì)意識(shí)到有時(shí)候事情并總是朝供應(yīng)商所想的方向走。但最令顧客高興的就是退款。當(dāng)然,當(dāng)他們需要更換新的產(chǎn)品是,他們會(huì)樂意更你再次合作。
——By lsy34
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