生活口语：怎么在任何地方都能得到满意的顾客服务
来源：网络 作者：迈思特英语
Dealing with corporate customer service departments is often one of the most frustrating experiences of modern life, and many of us have horror stories of futile attempts to resolve a simple issue amid a minefield of unhelpful automated phone trees and uncaring representatives. By following a few easy steps, however, we can make sure our problem is solved easily and effectively, no matter the company we are calling.
和企业的客服部门打交道经常是现代生活中最令人沮丧的经历之一，我们许多人有过在自动电话树和冷漠的代表中徒劳的试图解决一个简单问题的可怕经历。然而，通过遵循一些简单的步骤,我们可以确保我们的问题能容易有效地解决,无论是我们打哪家公司电话。
1.Think about what you want, and do your homework.
考虑好你想要什么，做好准备工作
Before you call, sit down and write what you want out of the conversation. Take a minute to search online for information on your problem and possible fixes – you are unlikely to be the first person ever to experience this issue and it may be possible to bypass the customer service call altogether!
在你打电话前，写下你想从谈话中得到的。花一分钟在网上查询你问题的信息和可能的解决方案—你不大可能是第一个遇到这种问题的人，而很可能完全不需要打客服电话。
Once you have done a little research, and assuming that the magic of the internet couldn’t fix it, it’s time to call the company. Again, spend a minute researching the available numbers and departments – knowing which department to call will save you far more time than it took to look the information up.
一旦你做了点儿调查，并假设网络的魔力也不能修好它，是时候给公司打电话了。再一次，花一分钟调查可用的号码和部门—了解可以给哪个部门打电话而不是浏览上面的信息可以帮你节省大量时间。
2.Gather everything you need before calling.
在打电话前收集你需要的每件东西
You are likely to need the model of the product you are having trouble with, and possibly a customer number, reference, or other information. If you have these, it would be useful to have them to hand before calling to make the call as quick as possible – a piece of paper and a pen or pencil is also recommended (you’ll definitely need them).
你可能需要有问题的产品的模型，还可能是顾客电话号码、参考或者别的信息。如果你有这些，在尽快打电话前手里有这些很有用—还推荐你有一张纸和一支钢笔或铅笔（你肯定需要他们）。
3.Get through to a real person.
打通人工服务
Automated phone trees are used by companies to cut the cost of customer service, and they are easily the least helpful invention in human history. They almost never have the conversational option you need, and will undoubtedly try to prevent you from reaching a real human. Luckily, they can be circumvented.
自动电话树被公司用于削减客户服务的成本,它们很容易成为人类历史上最没用的发明。它们几乎从没有你需要的对话选项,毫无疑问会试图阻止你和真人接触。幸运的是,它们可以被规避。
If the robot presents you with any variant on ‘other options’, select this option – it will usually lead to a human operator. “Technical support” will also usually lead to a real person. If you are not offered this option, pressing ‘0’ will take you to a customer service operative. On voice-activated systems, saying ‘customer service’ should accomplish the same thing.
如果机器提供给你任何有“其他选项”的转接，选择这个选项—它通常会给你接通到人工。“技术支持”通常也会给你接通人工。如果没有这个选项，按“0”将会给你接通有效的顾客服务。在语音系统上，说“顾客服务”能完成相同的事。
4.Be prepared to take notes.
准备做笔记
If you can do so legally, record the call, or else take notes of the conversation. Having a transcript of what you said, what you were offered and what the outcome of the conversation was can be invaluable in future dealings with the department, should you need to call again.
如果你这样做合法的话，记录电话，或者做谈话的笔记。有一份你所说的、你被提供给的以及谈话的结果的记录会在以后与这部门打交道时很有用，你应该再打次电话。
5.Get the name and details of the customer service staff.
得到服务人员的名字和详细信息
Along the same lines as recording the call, this tactic is aimed largely at making potential future calls easier, but also has the present bonus of singling out the agent speaking to you individually, encouraging them to provide the best available service.
和记录电话一样，这种策略用于让未来潜在的电话更容易打，挑选出和你私下谈话的客服给些奖金，鼓励他们提供最好的服务。
6.Be polite but persistent.
要礼貌也要坚持
Smile before beginning to speak, as it will help dispel frustration and make you sound more amiable. Try to use language which makes it clear that you don’t hold the agent responsible for the company’s mistake – referring to the company as ‘they’ while referencing yourself and the customer support staff as ‘we’, a subtle distinction that places you on the same team as the agent and makes them much more likely to go the extra mile for you.
在开始说话前微笑，因为这有助于消除沮丧感，让你听起来更加亲切。试着用语言明确地表示你没有要客服为公司的错误负责—称公司为“他们”而称你自己和客服为“我们”，一个小区别可以让你和客服成为同一路人，而让他们更可能为你提供额外的服务。
Never threaten, cajole or insult the customer service agent on the other end of the line.
永远不要在电话另一端威胁，哄骗或侮辱客服。
7.Be concise.
要简洁
There’s no need to tell the customer service agent your life story when describing your problem. Many trivial details concerning your issue may seem important, but ultimately they only clog up your request and the mind of your agent. Try to keep fluffy details to a minimum.
没必要在描述你的问题时告诉客服你的生活故事。许多有关你问题的琐碎细节似乎很重要,但最终它们只会阻碍你的需求和客服的耐心。尽量将琐碎的细节降到最少。
8.Escalate to supervisors if necessary.
如有必要，升级到主管
Don’t be afraid to ask for a supervisor – sometimes they are the only people with the knowledge and authority to solve your problem, and they may be able to direct you to other departments that the first-line responder can’t.
不要害怕找主管—有时他们是唯一有知识和权威解决你问题的人，可以直接带你去别的部门，而前台客服不能。
9.Don’t be afraid to go public.
不要害怕公开
If you can’t get a result from calls, try posting to the company’s webpage or tweeting at them with your issue. Don’t be aggressive with your compliant, just be honest and explain the problem. Where an issue is in the public sphere like this, the company will often make an attempt to control negative publicity, so you should get a rapid response.Try to avoid being drawn into a private conversation – the constant pressure of public scrutiny will help to ensure your issue is appropriately dealt with and not just swept under the rug.
如果你不能从电话中得到结果,试着带着你的问题公布公司的网页或微博。不要咄咄逼人也不要妥协,只是诚实地解释问题。当问题出现在这样的公共范围的时候,公司往往会试图控制负面舆论,所以你应该很快会得到回复。尽量避免卷入私人谈话中——公众监督的持续压力将有助于确保你的问题得到适当的处理,而不是仅仅被隐藏起来。
10.If all else fails, call Executive Customer Service.
如果别的都失效了，给执行客服打电话
This is where the earlier records of your experiences with tier-one customer services and their supervisors will become invaluable. When you call through to executive customer service, you are contacting a much more powerful company rep than the people you dealt with before, so you have to have the record of previous attempts to solve your problem to hand, or risk being told to go back to tier one.
早期你与一级客服和他们的主管打交道的经历的记录会变得很珍贵。当你给执行客服打电话时,你是在联系一个强大的多的公司代表，而不是你以前打交道的那些,所以你必须有先前尝试解决你的问题的记录,不然会有被告知回到首级的风险。
