把客戶惹毛了？你應該這樣平息怒火

　　Forget trying to "win." Instead, make the customer feel you're working together to make things right.

　　不要想著如何“贏”。相反地，要讓客戶覺得你正在和他一起努力把事情做好。

　　For all the money you spend training your customer service staff, the essence of what you need them to do boils to five key phrases. Teach them these, and you'll find you'll win back most of your disgruntled customers.

　　不管你在培訓客服人員方面花了多少錢，你需要讓他們明白的最本質的東西其實可以概括成五個短語。把這些教給他們，你會發(fā)現(xiàn)你將能讓大部分不滿意的客戶回心轉意。

　　Let's start with the most important phrase, which also happens to be the simplest:

　　那么我們就從最重要的短語開始，當然某些情況下這也是最簡單的方式：

　　1.“I’m sorry.”

　　1.“對不起。”

　　Oh yeah, your legal team is waving red flags. “We can’t admit fault,” they say. “We should never imply something is wrong.” My response, “Ignore them.” Read on.

　　啊哈，你的法律顧問正在向你揮舞著紅旗�！拔覀儾荒艹姓J錯誤，”他們說�！拔覀冇肋h都不能暗示說我們把什么東西搞錯了。”對此我的回答是“不要管他們。”繼續(xù)讀下去。

　　Any time a customer is forced to call your support line, your company has likely failed in some way—either the product or service is actually flawed, the documentation wasn’t clear, or the customer’s expectations weren’t well-managed by marketing or sales.

　　如果有任何一個客戶被迫去撥打你們公司的服務熱線，那說明你們公司肯定是在某個地方出了問題——要么是產(chǎn)品或者服務確實有問題，要么是說明書編寫得不夠清楚，或者公司的市場銷售人員沒有完全搞清楚客戶的需求。

　　You might be thinking, “What about those customers who mistreat products and then want their money back?” Toss that thought. I’m not saying that customers never mangle the merchandise. Of course they do. What I am saying is that no customer plans to become disgruntled. I’ve never heard of anyone purposely spending money on a product or service on the outside chance they might win an argument with a customer service rep three months down the road. Even if someone did, it would be such a rare occurrence that you would never want to design your entire customer relations philosophy around it.

　　你或許會想，“這萬一要是客戶搞壞了我們的產(chǎn)品，但是又想要回他們的錢”。拋棄這樣的想法吧。我并不是說客戶從來都不會毀壞產(chǎn)品。當然他們也會這樣做。我所說的是沒有任何客戶想要找不愉快。我從來沒有聽說過有什么人會故意花錢來買某個產(chǎn)品或服務，目的是要找個機會與客服爭論一番，最后贏得這場可能會持續(xù)三個月之久的爭吵。即便是有人這樣做了，那也是極少數(shù)的案例，你不能依據(jù)這種極少數(shù)的案例來設計你的整套客戶關系管理方案。

　　Besides, an apology isn’t a confession of culpability. It’s a statement of compassion. A sincere apology tells your customer that you regret his having to interrupt his day to make that call. An apology defuses the situation and can allow for a conversation in which you get an opportunity to diagnose what went wrong, with the possibility of preventing similar future problems. And, that brings me to the second more important thing to say.

　　除此之外，一句道歉并不代表你做錯了什么。這是一種安慰性的表達。一句真誠的道歉是向你的客戶傳達你對于他不得不中斷工作來打這個電話表示遺憾。一句道歉會緩解緊張的氣氛，會給你一個與客戶溝通的機會，這樣你就可以從溝通中找出是哪里出了問題，也可以避免今后再出現(xiàn)類似的問題。然后，接下來也就是我要說的第二個重要的短語了。

　　2.“We’re going to solve this together.”

　　2.“我們一起來解決這個問題。“

　　When your customers decide to purchase your product or service, they commit to a financial relationship with you. When problems arise, they want to know that you’re willing to listen and aren’t going to run for the door. A positive statement that you are willing to work with them to find a solution, rather than being their adversary, begins a conversation that can be your best insurance against that customer going rogue and blasting you on the Internet.

　　當你的客戶決定要購買你們的產(chǎn)品或者服務的時候，他們把財務關系委托給了你。一旦出現(xiàn)問題，他們想要確定你愿意傾聽而不會逃避。說這樣一句積極的話語暗示你愿意與他們一起來解決問題，而不是要做他們的對手，這會讓你與客戶進行一次平心靜氣的溝通，保證不會發(fā)生客戶發(fā)飆或者到網(wǎng)上投訴你的狀況。

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