Proper Treatment of a Customer’s Property <<
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Putting it All Together
原文:
Truly exceptional customer service involves surprising and delighting the customer by exceeding his or her expectations.
The following strategies are effective with all types of customer behavior:
翻譯:
真正出色的客戶服務涉及超出客戶期望的驚喜和喜悅。
以下策略對所有類型的客戶行為均有效：
原文:
When dealing with customer service, we always want to exceed our customers’ expectations. One key step to accomplishing this is to set and meet the timeline you provide the customer. You need to tell the customer how long the repairs will take, and also if it is worth the cost of the repair. If a customer calls you for a broken laptop screen replacement on a four-year-old laptop, it may be more cost effective for the customer to simply buy a new laptop.
(NOTE: The rule of thumb for laptop repairs is that if it costs 50 percent or more of the cost of a new laptop, replacement is suggested.)
翻譯:
與客戶服務打交道時，我們始終希望超越客戶的期望。完成此任務的關鍵一步是設置並滿足您為客戶提供的時間表。您需要告訴客戶維修需要多長時間，以及是否值得花費維修費用。如果客戶要求您更換一台使用四年的舊筆記本電腦的筆記本電腦屏幕壞了，那麼客戶只需購買一台新筆記本電腦可能更具成本效益。（注意：筆記本電腦維修的經驗法則是，如果筆記本電腦維修費用佔新筆記本電腦成本的50％或以上，則建議更換。）
原文:
When options are available, present them logically with the estimated cost, time to repair, and length of future service of the workstation. When providing services to the client, always provide documentation on the services you provided.
翻譯:
如果有可用的選件，請在邏輯上將其與估計的成本，維修時間和工作站的未來服務時長一起提供。向客戶提供服務時，請始終提供有關所提供服務的文檔。
Proper Treatment of a Customer’s Property <<
Previous Next >> 課程內容(HW2)