把客户惹毛了？你应该这样平息怒火(2)

　　3.“What would you consider a fair and reasonable solution?”

　　3.“您会考虑一个公平合理的方案吗?”

　　Why this isn’t the first question out of every support person’s mouth amazes me. Asking a customer what she would consider a decent deal creates a starting place for negotiation, sets the expectation level (fair and reasonable), and asks her to make the first offer for an amicable agreement. Besides, you might be pleasantly surprised by her answer. I cannot count the number of times I’ve heard from customers who initially would have been pleased with just an apology. (See above.)

　　令我惊奇的是为什么这并不是每一个客服人员张嘴说的第一句话。询问客户是否接受合理的条件是谈判的开始，设定好预期目标(公平合理)，而后让她提供一个合理的协议。在这之后，你可能会惊讶地发现她的回答会让你非常满意。我已经记不清有多少客户在只听到一句道歉的话之后都会感觉非常满意。(请看上文)

　　Watch out for alternate phrasing such as “How can I make you happy?” or “How can I help you?” They can sound patronizing or appear to minimize the importance of a complaint. Besides, the obvious answer always is, “You need to convince me that I didn’t make a mistake by spending my money with your company.”

　　要警惕含混不清的话比如“要我怎么做才能让你满意?”或者“我要怎么帮你?”这样的话让人听起来仿佛你高人一等，或者你在有意缩减问题的严重性。而且通常的答案会是“你要向我证明我把钱花在你们公司不是一个错误。”

　　4.“Are you satisfied with our solution, and will you consider doing business with us in the future?”

　　4.“您对我们的解决方案满意吗，以后还会与我们合作吗?”

　　This isn’t the same as “Have I taken good care of you today?” or “Have all of your questions been answered?” The goal of every support call needs to be greater than just solving the immediate problem. The real measure of success will be whether you’ve managed to preserve the investment you’ve already made in a customer. If the answer to either side of the question is “No”, you’ve still got work to do.

　　这与“今天我服务的周到吗?”或者“您的问题都得到解答了吗?”不同。接听每个服务电话所要做的不只是解决当下紧急的问题。真正成功的标准是你确定在这个客户身上所做的付出没有白费。如果这两点中的任何一个你还没有做到，那么你还有更多的工作要做。

　　5.“Thank you.”

　　5.“谢谢。”

　　At first glance, it may seem like your customer should be the one expressing gratitude. But think about