商务英语中级情景口语之客户服务 商务英语学习

今天小编给大家带来2019年商务英语中级情景口语：客户服务，希望对大家有所帮助。

D1

A:Excuseme.

B:Yes,sir.HowmayIbeofservice?

A:Iwouldliketoreturnthisitem.Arerefundsallowed?

B:Certainly,thecustomerisalwaysright.Weareheretoserveyou.Isthereareasonthatyouwouldliketoreturnit?Doyouhaveproblemswithourproductorservices?

A:No,no.Itwasjustthewrongsize.

B:Wouldyoubeinterestedinanexchangeasopposedtoarefund?IthinkIcanhelpyoutofindtheappropriatesize.

A:No.Iwouldratherjustreturnit.

B:Sure,noproblem.Doyouhappentohavethereceipt?

A:Yeah,righthere.

B:Ok,justamoment,please.Hereyouare.Ineedyoutosignhere,please.Andhereisyourrefund.IsthereanythingelseIcanhelpyouwith?

A:No,thankyou.

B:You’rewelcome.Haveaniceday!

A:Accordingtoourcustomertrainingtheotherday,themainprincipleofkeepingpeoplehappyinthisserviceindustryis:underpromiseandoverdeliver.

B:Sowhatdoesthatmean?

A:Itjustmeanstomanageyourcustomers’expectations.Don’tpromisethemsomethingyouarenotgoingtocomethroughon.Andifyoudelivermorethanyoupromise,theyaresuretobesatisfied.

B:Sohowdidyousolveproblemswhenthecustomersarenotsatisfied.Howdoyoudealwithcomplaints?

A:Youhavetodealwithcomplaintssensitively,andtrytounderstandwheretheyarecomingfrom.Alwaysappologizeandtaketheblame,becausethecustomerisalwaysright.Thenfigureoutwhatistheleastexpensivewaytomitigatetheproblem.Forexample,iftheywereupsetwiththefood,youcanofferanupgrade.That’salessexpensivesolutionthanafullrefund.

B:Anythingelseyoushoulddo?

A:Don’tgivethemadeadendtotheirquestions.Whenthecustomeraskyouaquestion,neverjustsay:Idon’tknoworwecan’thelpyou.Thebestkindofresponsehelpscustomersfindtheanswerstheyarelookingfor.Alwaystrytohelpthemsolvetheirproblems.Youcansay:Idon’tknow,butIcanhelpyoufindtheanswer,orwecan’thelpyouhere,butIknowwhocan.