托福口语对话之处理客户投诉

《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.