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Remain Courteous and Professional
原文:
An employee providing customer service must learn to remain courteous in all situations, regardless of how the customer behaves.
翻譯:
提供客戶服務的員工必須學會在所有情況下都保持禮貌，無論客戶的行為如何。
原文:
The ability to defuse angry customers and handle difficult situations is a key element in providing effective customer service. An important strategy is to let the customer know what you are doing to solve the problem. Also, the ability to communicate on the same level as the customer and understand the audience is essential. Communicating on the same level as the customer means making sure to ask clarifying questions, repeating the information to ensure that you completely understand the issue and making sure the customer knows that you understand and will deal with the problem. It does not mean matching the customer’s behavior, particularly if the customer is angry or frustrated.
翻譯:
化解生氣的客戶並處理困難情況的能力是提供有效客戶服務的關鍵要素。一個重要的策略是讓客戶知道您正在採取什麼措施來解決問題。此外，與客戶在同一水平上進行交流並了解受眾的能力也至關重要。與客戶在同一級別上進行通信意味著確保提出明確的問題，重複信息以確保您完全理解問題，並確保客戶知道您已理解並會解決問題。這並不意味著匹配客戶的行為，尤其是在客戶生氣或沮喪時。
原文:
What are courteous behaviors?
It is extremely important to maintain good eye contact, a moderate tone of voice, and positive body language during interactions with customers. Courteous behaviors could include a warm or sympathetic smile; an offer to take the customer to a more private location for further discussions; an offer of a tissue in the event of tears; an offer to call a family member if the customer appears extremely distressed, or an offer to give the customer a bit of privacy to pull himself together a bit more before resuming discussion about the problem.
翻譯:
什麼是有禮貌的行為？
與客戶互動時，保持良好的眼神交流，適度的語氣和積極的肢體語言極為重要。有禮貌的舉止可能包括溫暖或富有同情心的微笑。提供將客戶帶到更私密的位置進行進一步討論的提議；在流淚的情況下提供紙巾；如果客戶看上去非常苦惱，可以打電話給家庭成員，或者要給客戶一些隱私，以便在恢復有關問題的討論之前將自己拉得更多一些。
原文:
Sometimes companies lose business because their employees do not demonstrate courteous behavior. They can quickly lose valued customers if company employees are rude or unhelpful. Employing proper phone etiquette is critically important. It is important to mute the telephone whenever you have to discuss a situation with a coworker. When chatting with a customer, use small talk only when appropriate and only about harmless topics such as the weather. If you must place someone on hold, check with the person frequently.
翻譯:
有時，公司因員工沒有表現出禮貌而失去業務。如果公司員工無禮或無益，他們可能會迅速失去有價值的客戶。正確使用電話禮節至關重要。每當您需要與同事討論情況時，都必須使電話靜音。與客戶聊天時，僅在適當時使用閒聊，並且僅談論天氣等無害話題。如果必須擱置某人，請經常與該人核對。
原文:
Expectation management is crucial: always set expectations and meet those expectations. Do not promise something you cannot deliver. As you work through the problem, maintain a positive attitude and tone of voice; you will get more referrals and business if you remain likeable. Remember: the customer isn’t the problem, the customer is the one with the problem. So, don’t argue with the customer; just solve the problem. Also, don’t minimize the customer’s issues: to the customer, it is a horrible, tragic, big problem that they need you to fix. Never blame the customer for the problem or be judgmental toward the customer. Saying If you didn’t go to that website, you wouldn’t have this problem isn’t helpful, it is just insulting. Also, your mobile phone can wait while you are interacting with a customer. Give the customer your full attention and avoid distractions.
翻譯:
期望管理至關重要：始終設定期望並滿足這些期望。難道不答應的東西你不能提供。解決問題時，請保持積極的態度和語氣；如果您仍然喜歡，您將獲得更多的推薦和生意。記住：客戶是沒有問題的，客戶是一個有問題。因此，請勿與客戶爭論；只是解決問題。另外，不要最小化客戶的問題：對客戶來說，這是一個可怕的，悲劇性的大問題，需要他們解決。切勿將問題歸咎於客戶或對客戶作出判斷。說如果您不訪問該網站，就不會遇到這個問題，這無濟於事，只是侮辱。同樣，您的手機可以在與客戶互動時等待。給客戶充分的關注，避免分心。
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