營銷和銷售之 安撫惱怒的客戶　Calming an Upset Customer

營銷和銷售之 安撫惱怒的客戶　Calming an Upset Customer

你如果擔(dān)任某公司的客戶服務(wù)代表（customer service representative），免不了經(jīng)常（on a regular basis）接待一些憤怒的投訴者。這里有一些建議能夠幫助你更好地理順關(guān)系，讓客戶心平氣和地（calmly）接受你的建議，最終使他們滿意而歸（deliver great customer satisfaction）。

了解問題

如果對情況一知半解（without a good working knowledge），那肯定無法著手處理。有時候客戶需要宣泄（just needs to vent a little），所以要做到忍耐和體諒，認(rèn)真聽取他們的想法和建議。等你掌握了足夠的信息，就要向客戶道歉，對客戶的情緒表示理解，并保證會竭盡全力解決問題（resolve the issue）。

⊙What can I do for you?

有什么可以為你效勞的？

⊙What seems to be the problem?問題出在哪里？

⊙When did this difficultly start?問題從什么時間開始的？

⊙Can you tell me more about exactly what happened?你能否詳細(xì)告訴我到底發(fā)生了什么？

⊙What can I do to make it better?

我怎么做才能讓情況更好呢？

⊙Can you tell me what the matter is?你能否告訴我是什么問題？

⊙Am I understanding you correctly?

我對你（所說的）理解得對嗎？

表達同情和共鳴（express empathy）

讓客戶知道你能體會他們的感受，即便是你不那么認(rèn)同?？蛻糁挥懈械奖焕斫?，才會結(jié)束抵觸情緒，愿意配合解決問題。

⊙I'm sorry to hear you've been having such a hard time.聽到你經(jīng)歷這些不愉快我很難過。

⊙I'm very sorry you've been experiencing problems.我很抱歉（聽到）你遇到了麻煩。

⊙I apologize for the inconvenience this has caused you.

對于這個問題給你帶來的不便之處，我表示歉意。

⊙This situation must be very frustrating for you.I am sorry you have had so much trouble.

這種情況難免會讓你心煩意亂。我很抱歉你碰到了這么多麻煩。

⊙I know it is difficult to deal with this situation.I understand you must be frustrated. I will do what I can to help you resolve the problem.

我知道這種情況很難處理，我理解你肯定非常懊惱。我會盡我所能來解決這個問題。

把注意力集中到解決方案上

不必在客戶的喋喋不休中與之糾纏不清，而是要把注意力集中到解決問題的可行性方案上，態(tài)度要積極誠懇（positive attitude）。客戶常愿意從你為他們準(zhǔn)備的方案中挑選他們傾向的方案，所以力所不及的方案就不要拿出來，否則只能火上澆油（agitate）。

⊙What I can do for you is……

我能為你做的就是……

⊙What we can do to help resolve this issue is……我能夠通過……來幫助你解決這個問題。

⊙Here's what I can do for you……我能夠為你做的是……

⊙We are prepared to help you deal with this problem by……我們準(zhǔn)備通過……來幫助你解決這個問題。

向上轉(zhuǎn)交（go up）

如果生氣的客戶要求你做些你力所不及的（more than you can deliver）選擇，禮貌地向他解釋你可以請示上級，也許在更大的權(quán)限內(nèi)可以解決問題（be worked out）。千萬不可讓你的客戶覺得你在推諉責(zé)任或踢皮球。

A：I don't want you to give me an exchange for tickets to travel on another day. These tickets are already useless to me！I demand a full refund！

B：I'm sorry sir, but I am unauthorized to give refunds on tickets. I will be happy to help you bring this problem to the attention of my supervisor. Would you like to talk to her?She may be able to work something out for you.

A：我不想換機票來選擇改天出行。這些機票已經(jīng)對我沒用了！我就是要求全額退款。

B：我很抱歉先生，我沒有權(quán)利對機票做全額退款。我很樂意就你的問題聯(lián)絡(luò)我的上級，你想和她談嗎？她也許可以幫你處理。

切勿動怒（don't get angry）

千萬別和客戶生氣，那只能讓情況更加復(fù)雜（make things worse）。談話期間應(yīng)當(dāng)心平氣和并且盡量專業(yè)（calm and professional）。如果客戶沖你發(fā)火，很多時候并不是針對你（take it personal），他們只是對所遭遇的情況進行憤慨的宣泄。

A：Are all of your employees as stupid as you?How come you haven't been able to help me take care of my problem?！?！

B：I am trying to help you. Please help me understand what more I can do for you.

A：你們的員工都像你這么笨嗎？你怎么就不能夠幫助解決我的問題呢?。?

B：我正在試著幫助你。讓我看看該怎么幫你。

A：I can't believe how much trouble your company is causing me！Do you know how long I've had to wait in line?I tried calling to find someone to help answer my questions. And the idiot who answered the phone didn't help me at all.You aren't helping me either！

B：I understand that you're upset, sir. I am sorry you have had so many problems. Please tell me more about your situation so I can understand how to help you.

A：我真不敢相信你們公司給我添了多少麻煩！你知道我不得不排隊等候多長時間嗎？我試著打電話找人幫助來解答我的問題，接電話的那個笨蛋根本就沒幫我。你也幫不了我！

B：我理解你的煩惱，先生。真不好意思讓你遇到這么多的問題。請詳細(xì)告訴我你的情況以便我能知道該怎么幫你。

總結(jié)

花了錢卻沒有享受到應(yīng)有的服務(wù)或平白無故遇到諸多麻煩，對于“上帝”的憤怒我們是可以理解的。作為客服的你絕對不可在客戶的喋喋不休中與之糾纏不清，而是要認(rèn)真了解情況，主動尋找解決辦法。一定會有辦法讓雙方笑逐顏開，翻過這一頁的。

Words　單詞表

accounting會計，會計學(xué)

unauthorized未被授權(quán)的

exchange交換

frustrating令人沮喪的，挫折的

idiot白癡，笨蛋

inclement惡劣的，嚴(yán)酷的

inconvenience困難，麻煩，不便

issue問題，爭議

M'am女士

non-refundable不可退還的

obviously顯而易見的，顯然的

paperwork書面工作，文書工作

policy政策，方針

receipt收據(jù)，收條

refund退款

Phrases　短語表

apologize for sth對于某事物致歉

bill sb向某人寄送賬單

cancel a flight航班取消

cause sb trouble給某人造成問題/麻煩

come down過來（從大城市到小地方

contact sb directly和某人直接聯(lián)系

get（my）money back還錢（給我）

have trouble有麻煩，有問題

full refund全額退款

ground flight航班停飛

in person親自

pay a bill付賬單

take care of（a problem）應(yīng)對/處理（某問題）

take care of sth處理/照料某事

take time off work請假

That's just the start！那才剛剛開始！

work something out for sb幫某人解決問題

those dummies那些笨蛋/蠢貨

wait in line排隊等候

實景對話1

A：Welcome to Regis Travel, how may I help you?

B：Well, I bought these airline tickets through your travel agency to fly to New York yesterday. Unfortunately, there was a big snowstorm in Chicago that grounded all the flights, so the flight was canceled.So this ticket is no good.I want a full refund.

A：May I please see the tickets?Hmm.. I'm sorry Sir, but these tickets are non-refundable tickets. I suggest you contact the airline directly.If they canceled your flight, you should be able to get another ticket from them to make up for the canceled flight.

B：Are all of your employees as stupid as you?How come you haven't been able to help me take care of my problem?！

A：I am trying to help you. What we can do to help resolve this issue is help you contact the airline to see what their policy is on canceled flights……

B：I want you to take responsibility for the tickets you sold！How difficult is that?

A：I will do what I can to help you resolve the problem. We are prepared to help you deal with this problem by talking to the airline to see if we can exchange your tickets for travel on another day.

B：I don't want you to give me an exchange for tickets to travel on another day. These tickets are already useless to me！I demand a full refund！

A：I'm sorry, but I am unauthorized to give refunds on tickets. I will be happy to help you bring this problem to the attention of my supervisor. Would you like to talk to her?She may be able to work something out for you.

A：歡迎你來到Regis旅行社，我能為你效勞嗎？

B：嗯，我從你們旅行社買了這些機票準(zhǔn)備昨天飛到紐約，不巧的是，芝加哥下大雪，所有飛機停飛，所以航班被取消。所以這個票用不成了，我要全額退款。

A：我能看一下你的機票嗎？嗯……對不起，先生，這些機票都是不予退還的機票。我建議你直接和航空公司聯(lián)系，如果他們?nèi)∠四愕暮桨?，你?yīng)該能夠從他們那里得到另外的機票來彌補。

B：你們的員工都像你這么笨嗎？你怎么就不能幫助解決我的問題呢？！

A：我正在盡力幫助你。對于你的問題我們所能做的就是聯(lián)系航空公司看他們對取消航班的政策。

B：是你們賣給我的機票，我就要讓你們負(fù)這個責(zé)任！有那么難嗎？

A：我會盡力幫你解決問題。我會和航空公司談，看能否換票，改天飛行。

B：我不想讓你們給我換機票改天出行。這些機票已經(jīng)沒用了！我要求全額退款。

A：我很抱歉，我沒有被授權(quán)對機票全額退款。我很樂意就你的問題聯(lián)絡(luò)我的上級，你想和她談嗎？她也許可以幫你處理。

實景對話2

A：What can I do for you?What seems to be the problem?

B：You idiots have billed me three times for the same thing. I already paid the bill to begin with, but your accounting department seems to have lost the paperwork. The first time it happened, I took time off work to come down here and show my receipt to those dummies.I thought they would take care of it！

A：I'm sorry to hear you've been having such a hard time. This situation must be very frustrating for you. I apologize for the inconvenience this has caused you.

B：Well, here I am the third time coming down here to deal with a mistake made by your accounting！

A：This problem shouldn't be too difficult to resolve. Am I understanding you correctly that you brought the receipt for the amount with you?

B：Yes, it's right here.

A：Hold on a moment while I look up your account information on the computer. Yes, here it is.It is reporting that the bill hasn't been paid yet……What I can do for you is take a copy of this receipt and contact the person responsible for billing.She should be able to change the data in our computers to reflect that you have already paid.

B：Thank you！

A：有什么可以幫助你的嗎？出了什么問題？

B：你們這些蠢貨連著三次寄給我同樣的賬單。一開始我就已經(jīng)付過賬單了，但是你們的財務(wù)部門好像丟失了相關(guān)文件。第一次發(fā)生的時候，我還請假來這里把收據(jù)拿給那些呆子看。我本想著他們會應(yīng)對處理的。

A：我很抱歉聽到你遇到這么多麻煩。這種情況肯定讓你非常懊惱。真遺憾給你造成不便。

B：我現(xiàn)在是第三次來這里處理你們財務(wù)的錯誤！

A：問題應(yīng)該不難解決。你帶來了你的收據(jù)，我的理解對嗎？

B：是的，在這里。

A：請稍等，我在電腦里查一下你的賬戶信息。是的，在這里。顯示說你的賬單還未償付……我可以復(fù)印該賬單并和負(fù)責(zé)賬單的人聯(lián)系，她應(yīng)該可以改變電腦里的數(shù)據(jù)來表明你已經(jīng)付過了錢。

B：謝謝。