地道职场英语

地道职场英语

1.Stay Calm and Remember It's Not Personal，

地道职场英语

1.When a customer is upset, remember that it is not a personal attack. Let them talk as long as they need to, not only to get it off their chest, but to thoroughly explain the problem. Listen carefully! You cannot fix what you don't understand, so be sure to ask the customer enough questions to learn what is bothering them. By simply listening, the customer will realize that you are interested in their problem and he/she will eventually calm down enough to discuss the situation in a positive manner.

当客户不满意的时候，要记住这并非人身攻击。让他们想谈多久就谈多久，不仅仅是让他们发发牢骚而已，而是透彻地分析问题。仔细地倾听。如果你不能理解的话，你就没办法化解，所以要确保你咨询了客户足够的.问题，弄清楚了是什么在困扰他们。

2.Customer Service Tips to Save the Sale。拯救销售的客服技巧。

2.In retail, it's inevitable that there will be the occasional disgruntledcustomer. No matter how wonderful your products are or how committed you are to provide the best customer service, problems do occur. Armed with the following customer service tips, you can diffuse a situation, save the sale and possibly even create a loyal customer.

在零售业，不可避免，偶尔会有不满意的客户，

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3.Apologize and Empathize。表达你的歉意和同情。

3.Once you understand why the customer is upset, apologize. Even if you don't agree with their complaint, you are at least letting them know you validate them and will work towards a resolution. This also separates the emotion from the problem. As a general rule, the expression of empathy to the customer should come right after the apology. When you feel you fully understand, restate your understanding of the problem at hand.

在你明白客户为什么不满之后，向他们道歉，即使你不认同他们的抱怨，至少要让他们知道你肯定他们的看法，并且会努力找到解决的方法。这也可以将个人情绪从问题中分离出来。一般的规则是，向客户道歉后应该马上表达你的同情。当你感觉自己完全弄明白了发生了什么事情后，向客户重申你对该问题的理解。

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