Some people tell you that what a dissatisfied customer really wants is to have the opportunity to spend his money again.[qh]
一些人說一位不滿的客戶真正所需要的是再次消費的機會。[qh]
You may have to resort to this—a refund or perhaps some form of credit.[qh]
你或許會求助于—退款或一些信用方式。[qh]
However, this may lose a customer and will certainly lose that particular deal.[qh]
但是這樣會讓你失去一位客戶并且絕對會失去這比訂單。[qh]
Try a bit of persuasion—remind your customer why he chose your product in the first place,[qh]
嘗一下說服客戶—提醒你的客戶他們首選你們產品的原因，[qh]
give him a new one and save him the trouble of making further decisions.[qh]
給他一個新產品，幫他省去進一步做決定的麻煩。[qh]
It's often the case that a complaint about faulty equipment really means the customer is doing something wrong.[qh]
通常，投訴設備出現問題，其實可能是客戶操作有誤。[qh]
Of course, considerable tact is called for when this happens—don't make them feel foolish.[qh]
當然，發生這種情況要機智應對—不要讓客戶覺得自己很傻。[qh]
What they need is some guidance—and this should be provided without further cost.[qh]
他們所需要的是一些指導—指導應該是免費提供的。[qh]
Make sure any damage done has been put right, and then set up the familiarisation session.[qh]
確保任何已發生的損害以得到修復，然后讓客戶熟悉操作流程。[qh]
Problem solved, customer happy, equipment saved from any more misuse.[qh]
問題得到解決，客戶開心了，設備免于誤用。[qh]