Customer Service Key Principles <<
Previous Next >> Listening skills
Effective Listening
原文:
This principle is one of the most important elements in the ability of an employee to deliver outstanding customer service. Effective listening involves paying careful attention to what the customer is saying and watching the customer’s body language (if the encounter is in person) to detect the nonverbal cues that give clues as to what the customer is thinking and feeling.
翻譯:
該原則是員工提供出色客戶服務能力中最重要的要素之一。有效的聆聽包括認真注意客戶在說什麼，並觀看客戶的肢體語言（如果是面對面的話），以發現非語言線索，從而提供有關客戶在想什麼和感覺的線索。
原文:
An effective listener is able to ask clarifying questions to help define the situation. At the end of the exchange, the employee should be able to clearly restate what the real problem is and what the customer is asking the company to do in response.
翻譯:
有效的傾聽者能夠提出明確的問題，以幫助確定情況。在交換結束時，員工應該能夠清楚地說明真正的問題是什麼，以及客戶要求公司做些什麼作為回應。
(參考Listening skills)
原文:
When effective listening is used properly, customers will feel that you are empathizing with them and will think that you understand their situation. Truly empathizing with a customer means that you are able to mentally place yourself in the customer’s situation and understand what the customer is actually feeling at that time. An employee who has the ability to recognize and acknowledge the customer’s concerns as though the employee were actually walking in the customer’s shoes is empathizing with the customer. Employees may establish a connection with customers by sharing their own similar experiences and letting the customers know, “I understand how hard this must be for you right now.” Empathy goes beyond sympathy.
Here are several examples of empathetic statements that can create a connection with a customer in a positive way:
翻譯:
正確使用有效的聆聽後，客戶會覺得您對他們很同情，並認為您了解他們的處境。真正地同情客戶意味著您能夠在心理上將自己置於客戶的處境中，並了解客戶當時的實際感受。能夠識別並確認客戶的顧慮的員工，就好像該員工實際上是在走路時一樣。員工可以通過分享自己的相似經歷並讓客戶知道“我知道現在這對您來說有多麼艱辛”，可以與客戶建立聯繫。同情超越同情。
以下是移情聲明的幾個示例，這些示例可以以積極的方式與客戶建立聯繫:
-
I am sorry the power is out right now. It is such a hot day and I know that it must be frustrating for you. Our company is working hard to restore power in your area so that you can have air conditioning again soon.
很抱歉，目前電源已經關閉。天氣真熱，我知道那一定會讓您感到沮喪。我們公司正在努力恢復您所在地區的電源，以便您可以很快再次使用空調。
- I know how frightening it must have been when the plane experienced bad turbulence on that last flight. I get somewhat anxious when I fly and I really hate it when the ride is bumpy.
我知道當飛機在最後一次飛行中遇到嚴重的湍流時，一定會感到多麼恐懼。我飛行時會有些焦慮，而當飛機顛簸時我真的很討厭它。
- You must be very frustrated that your computer can’t connect to the Internet. I need Internet access for almost everything that I do, so I know how hard it is to try to work without it. We’re figuring out the source of your connectivity issue, and we’ll fix it as soon as possible.
您一定對計算機無法連接到Internet感到非常沮喪。我幾乎需要做的所有事情都需要Internet訪問，所以我知道沒有Internet嘗試工作會有多麼困難。我們正在找出您的連接問題的根源，我們將盡快解決。
原文:
As a technician, it’s important to remember that not all customers will have a detailed knowledge of computers. We should use proper language that is simple and concise, not technical jargon that is confusing. If you are dealing with computer novices, it doesn’t help them for you to tell them the reason for their Internet connectivity issue is that “layer 3 of the OSI model is not functioning properly.” Instead, use effective listening principles to hear the customer’s problem, then share that the router isn’t working properly and therefore the customer cannot access the Internet, but you are going to get it fixed for them quickly. You must listen to the customer and clarify the problem. Don’t interrupt the customer, and always ensure you are restating the issue to the customer to confirm your understanding of the problem.
翻譯:
作為技術人員，重要的是要記住，並非所有客戶都具有計算機的詳細知識。我們應該使用簡單明了的適當語言，而不要使用容易引起混淆的技術術語。如果您正在與計算機新手打交道，這並不能幫助他們告訴他們Internet連接問題的原因是“ OSI模型的第3層無法正常運行”。取而代之的是，使用有效的監聽原理來聽取客戶的問題，然後分享路由器無法正常工作，因此客戶無法訪問Internet，但是您將為他們快速修復它。您必須聽取客戶的意見並澄清問題。不要打擾顧客。
Customer Service Key Principles <<
Previous Next >> Listening skills