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Customer Service Key Principles

客戶服務關鍵原則

原文:

Employers have indicated that there are several key principles to follow when handling customers to ensure that you are providing a positive customer service experience.

Truly exceptional customer service involves surprising and delighting the customer by exceeding his or her expectations. Good customer service includes the following key elements:

翻譯:

雇主表示，在處理客戶時要遵循幾個關鍵原則，以確保您提供積極的客戶服務體驗。

真正出色的客戶服務涉及超出客戶期望的驚喜和喜悅。良好的客戶服務包括以下關鍵要素：

Effective listening.
Taking ownership of the situation.(掌握情況)
Apologizing when appropriate.(適當的道歉)
Remaining courteous and professional in all situations.(在任何況下都能保持專業和專業)
Handling situations in a timely manner.(及時處理情況)
Ensuring customers’ issues are resolved.(確保解決客戶的問題)
Checking back with customers to ensure the problem was resolved to their satisfaction.(與客戶核對，以確保問題得到了滿意的解決)

原文:

As a technician, depending on where you work, you will find that sometimes your customers are your company’s clients, and sometimes your customers are other employees at the company you work for. Whether they work for the same company that you do, are clients for your company, or are private individuals relying on your company, the same principles of customer service apply.

翻譯:作為技術人員，根據您在哪里工作，您會發現有時您的客戶是您公司的客戶，有時您的客戶是您所在公司的其他員工。無論他們與您在同一家公司工作，是您公司的客戶，還是依靠您公司的私人個人，都適用相同的客戶服務原則。

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