职场锦囊：把客户惹毛了怎么办？
<p><span word="Forget">Forget</span> <span word="trying">trying</span> <span word="to">to</span> "<span word="win">win</span>." <span word="Instead">Instead</span>, <span word="make">make</span> <span word="the">the</span> <span word="customer">customer</span> <span word="feel">feel</span> <span word="you">you</span>'<span word="re">re</span> <span word="working">working</span> <span word="together">together</span> <span word="to">to</span> <span word="make">make</span> <span word="things">things</span> <span word="right">right</span>.</p><p>不要想着如何“赢”。相反地，要让客户觉得你正在和他一起努力把事情做好。</p><p><span word="For">For</span> <span word="all">all</span> <span word="the">the</span> <span word="money">money</span> <span word="you">you</span> <span word="spend">spend</span> <span word="training">training</span> <span word="your">your</span> <span word="customer">customer</span> <span word="service">service</span> <span word="staff">staff</span>, <span word="the">the</span> <span word="essence">essence</span> <span word="of">of</span> <span word="what">what</span> <span word="you">you</span> <span word="need">need</span> <span word="them">them</span> <span word="to">to</span> <span word="do">do</span> <span word="boils">boils</span> <span word="to">to</span> <span word="five">five</span> <span word="key">key</span> <span word="phrases">phrases</span>. <span word="Teach">Teach</span> <span word="them">them</span> <span word="these">these</span>, <span word="and">and</span> <span word="you">you</span>'<span word="ll">ll</span> <span word="find">find</span> <span word="you">you</span>'<span word="ll">ll</span> <span word="win">win</span> <span word="back">back</span> <span word="most">most</span> <span word="of">of</span> <span word="your">your</span> <span word="disgruntled">disgruntled</span> <span word="customers">customers</span>.</p><p>不管你在培训客服人员方面花了多少钱，你需要让他们明白的最本质的东西其实可以概括成五个短语。把这些教给他们，你会发现你将能让大部分不满意的客户回心转意。</p><p><span word="Let">Let</span>'<span word="s">s</span> <span word="start">start</span> <span word="with">with</span> <span word="the">the</span> <span word="most">most</span> <span word="important">important</span> <span word="phrase">phrase</span>, <span word="which">which</span> <span word="also">also</span> <span word="happens">happens</span> <span word="to">to</span> <span word="be">be</span> <span word="the">the</span> <span word="simplest">simplest</span>:</p><p>那么我们就从最重要的短语开始，当然某些情况下这也是最简单的方式：</p><p>1.“<span word="I">I</span>’<span word="m">m</span> <span word="sorry">sorry</span>.”</p><p>1.“对不起。”</p><p><span word="Oh">Oh</span> <span word="yeah">yeah</span>, <span word="your">your</span> <span word="legal">legal</span> <span word="team">team</span> <span word="is">is</span> <span word="waving">waving</span> <span word="red">red</span> <span word="flags">flags</span>. “<span word="We">We</span> <span word="can">can</span>’<span word="t">t</span> <span word="admit">admit</span> <span word="fault">fault</span>,” <span word="they">they</span> <span word="say">say</span>. “<span word="We">We</span> <span word="should">should</span> <span word="never">never</span> <span word="imply">imply</span> <span word="something">something</span> <span word="is">is</span> <span word="wrong">wrong</span>.” <span word="My">My</span> <span word="response">response</span>, “<span word="Ignore">Ignore</span> <span word="them">them</span>.” <span word="Read">Read</span> <span word="on">on</span>.</p><p>啊哈，你的法律顾问正在向你挥舞着红旗。“我们不能承认错误，”他们说。“我们永远都不能暗示说我们把什么东西搞错了。”对此我的回答是“不要管他们。”继续读下去。</p><p><span word="Any">Any</span> <span word="time">time</span> <span word="a">a</span> <span word="customer">customer</span> <span word="is">is</span> <span word="forced">forced</span> <span word="to">to</span> <span word="call">call</span> <span word="your">your</span> <span word="support">support</span> <span word="line">line</span>, <span word="your">your</span> <span word="company">company</span> <span word="has">has</span> <span word="likely">likely</span> <span word="failed">failed</span> <span word="in">in</span> <span word="some">some</span> <span word="way">way</span>—<span word="either">either</span> <span word="the">the</span> <span word="product">product</span> <span word="or">or</span> <span word="service">service</span> <span word="is">is</span> <span word="actually">actually</span> <span word="flawed">flawed</span>, <span word="the">the</span> <span word="documentation">documentation</span> <span word="wasn">wasn</span>’<span word="t">t</span> <span word="clear">clear</span>, <span word="or">or</span> <span word="the">the</span> <span word="customer">customer</span>’<span word="s">s</span> <span word="expectations">expectations</span> <span word="weren">weren</span>’<span word="t">t</span> <span word="well">well</span>-<span word="managed">managed</span> <span word="by">by</span> <span word="marketing">marketing</span> <span word="or">or</span> <span word="sales">sales</span>.</p>
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