當客人唔滿意公司產品/服務時,好多人未必會選擇向公司反映,但其實佢哋嘅寶貴意見可以令公司發現問題,並且作出改善,知道點樣有禮得體地回應顧客投訴更加可以促進公司同顧客之間嘅關係!今日就教大家應對客人投訴嘅5部曲啦!

 

第一步,表達歉意

 

We are terribly sorry for what you have experienced, but we are glad you voiced it out, so we can resolve it for you right away.

我們深感抱歉,亦很高興您能告訴我們問題所在,以便立即為您解決。

 

Please accept our sincere apology for the negative experience you had last week.

請容許我們為了上星期不愉快的經歷道歉。

 

第二步,了解事情的經過

 

Could you please describe to us exactly what happened when …?

麻煩您可以告訴我們發生了什麼事嗎?

 

第三步,尋找解決方法

 

To make up for our mistake, we have gone ahead and sent a replacement item to you.

為了彌補錯誤,我們已經為您安排了產品更換服務。

 

We hope you will kindly accept this gift as a compensation for the inconvenience, and we can reassure you that similar situations will not occur again in the future.

希望這份禮物能作為對您造成不便的補償,我們可以向您保證,類似情況不會再發生。

 

第四步,詢問客人是否有其他需要

 

If there are anything making you uncomfortable, please be sure to let us know. We are happy to assist you.

如果有任何其他問題,請務必告訴我們,我們很樂意協助您。

 

Is there any other way we can help you today?

請問今天還有其他東西可以幫助到您嗎?

 

第五步,後續跟進

 

Can we ask if you are satisfied with everything else?

請問您是否一切滿意?

 

We are confident that your future experiences with us will be up to the standards that you have expected from us.

我們相信我們的顧客服務團隊會為您帶來您所期望的高水準表現。



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