营销和销售之 安抚恼怒的客户 Calming an Upset Customer
你如果担任某公司的客户服务代表（customer service representative），免不了经常（on a regular basis）接待一些愤怒的投诉者。这里有一些建议能够帮助你更好地理顺关系，让客户心平气和地（calmly）接受你的建议，最终使他们满意而归（deliver great customer satisfaction）。
了解问题
如果对情况一知半解（without a good working knowledge），那肯定无法着手处理。有时候客户需要宣泄（just needs to vent a little），所以要做到忍耐和体谅，认真听取他们的想法和建议。等你掌握了足够的信息，就要向客户道歉，对客户的情绪表示理解，并保证会竭尽全力解决问题（resolve the issue）。
⊙What can I do for you?
有什么可以为你效劳的？
⊙What seems to be the problem?问题出在哪里？
⊙When did this difficultly start?问题从什么时间开始的？
⊙Can you tell me more about exactly what happened?你能否详细告诉我到底发生了什么？
⊙What can I do to make it better?
我怎么做才能让情况更好呢？
⊙Can you tell me what the matter is?你能否告诉我是什么问题？
⊙Am I understanding you correctly?
我对你（所说的）理解得对吗？
表达同情和共鸣（express empathy）
让客户知道你能体会他们的感受，即便是你不那么认同。客户只有感到被理解，才会结束抵触情绪，愿意配合解决问题。
⊙I'm sorry to hear you've been having such a hard time.听到你经历这些不愉快我很难过。
⊙I'm very sorry you've been experiencing problems.我很抱歉（听到）你遇到了麻烦。
⊙I apologize for the inconvenience this has caused you.
对于这个问题给你带来的不便之处，我表示歉意。
⊙This situation must be very frustrating for you.I am sorry you have had so much trouble.
这种情况难免会让你心烦意乱。我很抱歉你碰到了这么多麻烦。
⊙I know it is difficult to deal with this situation.I understand you must be frustrated. I will do what I can to help you resolve the problem.
我知道这种情况很难处理，我理解你肯定非常懊恼。我会尽我所能来解决这个问题。
把注意力集中到解决方案上
不必在客户的喋喋不休中与之纠缠不清，而是要把注意力集中到解决问题的可行性方案上，态度要积极诚恳（positive attitude）。客户常愿意从你为他们准备的方案中挑选他们倾向的方案，所以力所不及的方案就不要拿出来，否则只能火上浇油（agitate）。
⊙What I can do for you is……
我能为你做的就是……
⊙What we can do to help resolve this issue is……我能够通过……来帮助你解决这个问题。
⊙Here's what I can do for you……我能够为你做的是……
⊙We are prepared to help you deal with this problem by……我们准备通过……来帮助你解决这个问题。
向上转交（go up）
如果生气的客户要求你做些你力所不及的（more than you can deliver）选择，礼貌地向他解释你可以请示上级，也许在更大的权限内可以解决问题（be worked out）。千万不可让你的客户觉得你在推诿责任或踢皮球。
A：I don't want you to give me an exchange for tickets to travel on another day. These tickets are already useless to me！I demand a full refund！
B：I'm sorry sir, but I am unauthorized to give refunds on tickets. I will be happy to help you bring this problem to the attention of my supervisor. Would you like to talk to her?She may be able to work something out for you.
A：我不想换机票来选择改天出行。这些机票已经对我没用了！我就是要求全额退款。
B：我很抱歉先生，我没有权利对机票做全额退款。我很乐意就你的问题联络我的上级，你想和她谈吗？她也许可以帮你处理。
切勿动怒（don't get angry）
千万别和客户生气，那只能让情况更加复杂（make things worse）。谈话期间应当心平气和并且尽量专业（calm and professional）。如果客户冲你发火，很多时候并不是针对你（take it personal），他们只是对所遭遇的情况进行愤慨的宣泄。
A：Are all of your employees as stupid as you?How come you haven't been able to help me take care of my problem?！?！
B：I am trying to help you. Please help me understand what more I can do for you.
A：你们的员工都像你这么笨吗？你怎么就不能够帮助解决我的问题呢！？
B：我正在试着帮助你。让我看看该怎么帮你。
A：I can't believe how much trouble your company is causing me！Do you know how long I've had to wait in line?I tried calling to find someone to help answer my questions. And the idiot who answered the phone didn't help me at all.You aren't helping me either！
B：I understand that you're upset, sir. I am sorry you have had so many problems. Please tell me more about your situation so I can understand how to help you.
A：我真不敢相信你们公司给我添了多少麻烦！你知道我不得不排队等候多长时间吗？我试着打电话找人帮助来解答我的问题，接电话的那个笨蛋根本就没帮我。你也帮不了我！
B：我理解你的烦恼，先生。真不好意思让你遇到这么多的问题。请详细告诉我你的情况以便我能知道该怎么帮你。
总结
花了钱却没有享受到应有的服务或平白无故遇到诸多麻烦，对于“上帝”的愤怒我们是可以理解的。作为客服的你绝对不可在客户的喋喋不休中与之纠缠不清，而是要认真了解情况，主动寻找解决办法。一定会有办法让双方笑逐颜开，翻过这一页的。
Words 单词表
accounting会计，会计学
unauthorized未被授权的
exchange交换
frustrating令人沮丧的，挫折的
idiot白痴，笨蛋
inclement恶劣的，严酷的
inconvenience困难，麻烦，不便
issue问题，争议
M'am女士
non-refundable不可退还的
obviously显而易见的，显然的
paperwork书面工作，文书工作
policy政策，方针
receipt收据，收条
refund退款
Phrases 短语表
apologize for sth对于某事物致歉
bill sb向某人寄送账单
cancel a flight航班取消
cause sb trouble给某人造成问题/麻烦
come down过来（从大城市到小地方
contact sb directly和某人直接联系
get（my）money back还钱（给我）
have trouble有麻烦，有问题
full refund全额退款
ground flight航班停飞
in person亲自
pay a bill付账单
take care of（a problem）应对/处理（某问题）
take care of sth处理/照料某事
take time off work请假
That's just the start！那才刚刚开始！
work something out for sb帮某人解决问题
those dummies那些笨蛋/蠢货
wait in line排队等候
实景对话1
A：Welcome to Regis Travel, how may I help you?
B：Well, I bought these airline tickets through your travel agency to fly to New York yesterday. Unfortunately, there was a big snowstorm in Chicago that grounded all the flights, so the flight was canceled.So this ticket is no good.I want a full refund.
A：May I please see the tickets?Hmm.. I'm sorry Sir, but these tickets are non-refundable tickets. I suggest you contact the airline directly.If they canceled your flight, you should be able to get another ticket from them to make up for the canceled flight.
B：Are all of your employees as stupid as you?How come you haven't been able to help me take care of my problem?！
A：I am trying to help you. What we can do to help resolve this issue is help you contact the airline to see what their policy is on canceled flights……
B：I want you to take responsibility for the tickets you sold！How difficult is that?
A：I will do what I can to help you resolve the problem. We are prepared to help you deal with this problem by talking to the airline to see if we can exchange your tickets for travel on another day.
B：I don't want you to give me an exchange for tickets to travel on another day. These tickets are already useless to me！I demand a full refund！
A：I'm sorry, but I am unauthorized to give refunds on tickets. I will be happy to help you bring this problem to the attention of my supervisor. Would you like to talk to her?She may be able to work something out for you.
A：欢迎你来到Regis旅行社，我能为你效劳吗？
B：嗯，我从你们旅行社买了这些机票准备昨天飞到纽约，不巧的是，芝加哥下大雪，所有飞机停飞，所以航班被取消。所以这个票用不成了，我要全额退款。
A：我能看一下你的机票吗？嗯……对不起，先生，这些机票都是不予退还的机票。我建议你直接和航空公司联系，如果他们取消了你的航班，你应该能够从他们那里得到另外的机票来弥补。
B：你们的员工都像你这么笨吗？你怎么就不能帮助解决我的问题呢？！
A：我正在尽力帮助你。对于你的问题我们所能做的就是联系航空公司看他们对取消航班的政策。
B：是你们卖给我的机票，我就要让你们负这个责任！有那么难吗？
A：我会尽力帮你解决问题。我会和航空公司谈，看能否换票，改天飞行。
B：我不想让你们给我换机票改天出行。这些机票已经没用了！我要求全额退款。
A：我很抱歉，我没有被授权对机票全额退款。我很乐意就你的问题联络我的上级，你想和她谈吗？她也许可以帮你处理。
实景对话2
A：What can I do for you?What seems to be the problem?
B：You idiots have billed me three times for the same thing. I already paid the bill to begin with, but your accounting department seems to have lost the paperwork. The first time it happened, I took time off work to come down here and show my receipt to those dummies.I thought they would take care of it！
A：I'm sorry to hear you've been having such a hard time. This situation must be very frustrating for you. I apologize for the inconvenience this has caused you.
B：Well, here I am the third time coming down here to deal with a mistake made by your accounting！
A：This problem shouldn't be too difficult to resolve. Am I understanding you correctly that you brought the receipt for the amount with you?
B：Yes, it's right here.
A：Hold on a moment while I look up your account information on the computer. Yes, here it is.It is reporting that the bill hasn't been paid yet……What I can do for you is take a copy of this receipt and contact the person responsible for billing.She should be able to change the data in our computers to reflect that you have already paid.
B：Thank you！
A：有什么可以帮助你的吗？出了什么问题？
B：你们这些蠢货连着三次寄给我同样的账单。一开始我就已经付过账单了，但是你们的财务部门好像丢失了相关文件。第一次发生的时候，我还请假来这里把收据拿给那些呆子看。我本想着他们会应对处理的。
A：我很抱歉听到你遇到这么多麻烦。这种情况肯定让你非常懊恼。真遗憾给你造成不便。
B：我现在是第三次来这里处理你们财务的错误！
A：问题应该不难解决。你带来了你的收据，我的理解对吗？
B：是的，在这里。
A：请稍等，我在电脑里查一下你的账户信息。是的，在这里。显示说你的账单还未偿付……我可以复印该账单并和负责账单的人联系，她应该可以改变电脑里的数据来表明你已经付过了钱。
B：谢谢。
