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Keeping the Customer Informed
保持客戶知情
原文:
No matter how long a situation takes to resolve, it is critically important to continue to check back with customers and let them know that you are working on the problem during the process. This interaction helps lessen customers’ frustration, because they understand that you have not forgotten them and are working hard to resolve the situation. This strategy is tied closely to the issue of handling situations in a timely manner. A customer who is informed regularly throughout a situation, no matter how long it takes to resolve, is generally more happy with the outcome in the end.
翻譯:
無論情況要花多長時間解決，至關重要的是繼續與客戶核對並讓他們知道您在此過程中正在解決問題。這種互動有助於減輕客戶的挫敗感，因為他們知道您沒有忘記他們，並且正在努力解決問題。該策略與及時處理情況緊密相關。在整個情況下定期得到通知的客戶，無論解決該問題需要多長時間，通常都會對最終結果感到更滿意。
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