When a customer complains, it's important to be sympathetic, but business-like as well.[qh]
當(dāng)客戶抱怨時，同理心很重要，但高效也一樣重要。[qh]
Do apologise, of course, and then, taking a personal interest in the way the equipment will be used,[qh]
當(dāng)然要道歉，然后對設(shè)備使用方式表現(xiàn)出興趣[qh]
suggest a newer, more recent model rather than simply replacing the original one.[qh]
向客戶推薦一款新設(shè)備，而不是簡單地替換掉原來的那一款。[qh]
This is often a good solution, because it not only deals with the complaint,[qh]
通常這是一種很好的解決方法，因?yàn)檫@樣不僅解決了投訴問題[qh]
but also the client feels they've got away with a bit extra to make up for the inconvenience.[qh]
還讓客戶感到他們得到了額外的收獲彌補(bǔ)了之前的不便。[qh]
I don't think all complaints can be dealt with in the same way.[qh]
我認(rèn)為不是所有投訴都能用一種方法解決。[qh]
Basically, you've got to solve the immediate problem to try to keep the customer's confidence.[qh]
你主要是要立即解決問題，保持客戶的信心。[qh]
Sometimes guaranteeing your product for a longer period can be a good way to do this.[qh]
有時延長產(chǎn)品保修期是一種很好的方法。[qh]
Fix what's wrong as quickly as possible and show you're prepared to do so a second time if necessary.[qh]
盡快修復(fù)問題，并表態(tài)，如有需要，下次出現(xiàn)問題也會及時解決。[qh]
Point out that the customer won't have any worries, at least not until they need an upgrade.[qh]
向客戶指明，他們不必有任何擔(dān)心，至少在下次需要更新前不必?fù)?dān)心。[qh]