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ID:32359536
大小:2.76 MB
页数:5页
时间:2019-02-03
《托福口语对话之处理客户投诉》由会员上传分享,免费在线阅读,更多相关内容在应用文档-天天文库。
1、智课网TOEFL备考资料托福口语对话之处理客户投诉A:ChenHao,howiseverythinggoingwithyournewresponsibilities?Iheardthatyouhavebeenaskedtohandleourcustomercomplaints.CH:这个差事可真不好干。不知道老板干嘛让我跟投诉的顾客打交道。A:Ithinkyouwereaskedbecauseyouareconcernedaboutbeingcourtesyandpolite.C:可是顾客在电话里大吵大闹的时候,要继续保持礼貌,还真需要训练有素才行。A:Whatkin
2、dofchallengeshaveyouhad?C:很多时候,投诉的人打电话过来,其实我已经知道该怎么解决他们的问题了,可他们就是不听我讲话,没完没了地抱怨。A:Youneedtoletthemvent.C:Vent?什么是vent?A:Itmeanstoletpeopleexpresstheirfeelingsoremotions.C:那我就得耐心等他们把怨气全都发泄出来吗?A:That'sright.Don'tinterruptthemevenwhenyouunderstandtheproblemandthesolution.C:那不是浪费时间吗!A:Whenpe
3、opleareangryorupset,theyneedtotalkaboutit.Ifyoulistenpatiently,bythetimemostpeoplegettotheendoftheirtirade,theyfeelbetterandarenotnearlysoupset.C:我要是中途打断他们呢?A:Theythinkyouarenotlisteningtothem.Andwhenyouinterrupt,youmaymissanimportantdetailthatwillhelpyoudealwiththeproblem.C:那倒是。有时候我没听完
4、就下结论,往往都是错的。A:Whenyourcustomersrealizethatyouarelisteningandcaringabouttheirproblem,theyoftencalmdown.C:你在这方面好像很有经验,下午有时间再给我讲讲!A:Sure.******下班后,陈豪又碰到Amy。C:Amy,今天天气真好,咱们走路回家吧!A:Thatsoundsgoodtome.Sowhatotherquestionsdoyouhaveabouthandlingdifficultsituationswithgoodmannersandcustomerservi
5、ce?C:有时候顾客蛮不讲理,就好像一切都是我的错。A:Youneedtorealizethatthecustomerdoesnotcarewhosefaultitis.It'sABC'sfaultandyourepresentABCtothem.C:那我该怎么跟他们解释呢?A:Simple.Youapologize.C:Apologize?明明不是我的错,我还得道歉。这不是替人受过吗!A:Andbesurethatyousoundsincere.Peoplecantellbyyourtoneofvoiceifyoumeanitornot.C:还有什么其他建议吗?A:
6、Letthemknowexactlywhatstepswillbetakentocorrectthesituationandwhomtocontactifitisnotresolved.C:需要注意的事情真是太多了。Amy,你能总结一下吗?A:Listenpatientlytoyourcustomers.Apologizeandtakeresponsibility.Letthemknowhowtheproblemwillberesolved.
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