2015年自學考試報名流程

Customer Service Tips to Save the Sale

拯救銷售的客服技巧

In retail, it's inevitable that there will be the occasional disgruntledcustomer. No matter how wonderful your products are or how committed you are to provide the best customer service, problems do occur. Armed with the following customer service tips, you can diffuse a situation, save the sale and possibly even create a loyal customer.

在零售業(yè)，不可避免，偶爾會有不滿意的客戶。不管你的產品有多好，或者你有多想提供最好的客戶服務，也避免不了要出現問題。參照以下客戶服務技巧，可以幫你化解難題，挽回生意，可能還會為你帶來一個忠誠的客戶。

Stay Calm and Remember It's Not Personal

保持冷靜，并記住這不是私人問題

When a customer is upset, remember that it is not a personal attack. Let them talk as long as they need to, not only to get it off their chest, but to thoroughly explain the problem. Listen carefully! You cannot fix what you don't understand, so be sure to ask the customer enough questions to learn what is bothering them. By simply listening, the customer will realize that you are interested in their problem and he/she will eventually calm down enough to discuss the situation in a positive manner.

當客戶不滿意的時候，要記住這并非人身攻擊。讓他們想談多久就談多久，不僅僅是讓他們發(fā)發(fā)牢騷而已，而是透徹地分析問題。仔細地傾聽。如果你不能理解的話，你就沒辦法化解，所以要確保你咨詢了客戶足夠的問題，弄清楚了是什么在困擾他們。

Apologize and Empathize

表達你的歉意和同情

Once you understand why the customer is upset, apologize. Even if you don't agree with their complaint, you are at least letting them know you validate them and will work towards a resolution. This also separates the emotion from the problem. As a general rule, the expression of empathy to the customer should come right after the apology. When you feel you fully understand, restate your understanding of the problem at hand.

在你明白客戶為什么不滿之后，向他們道歉，即使你不認同他們的抱怨，至少要讓他們知道你肯定他們的看法，并且會努力找到解決的方法。這也可以將個人情緒從問題中分離出來。一般的規(guī)則是，向客戶道歉后應該馬上表達你的同情。當你感覺自己完全弄明白了發(fā)生了什么事情后，向客戶重申你對該問題的理解。

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