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与老外相处的方法四

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当客户向你提出抱怨时,你应该做的事是设法安抚他。最好的办法就是对他提出的抱怨表示关切与解决的诚意。你的一句“please tell me about it”(请告诉我这件事的情况。)或“im sorry for my error and assure you i will take great care in performing the work”(我为我的错误感到抱歉,并向您保证,我会尽全力处理此事。)令对方觉得你有责任感,也会恢复对你的信任。

第14招 适时提出建议

--well send you a replacement right away.

当损失已经造成时,适时地提出补救方法,往往能使沟通免于陷入僵局,甚至于得以圆满地达成协议。例如:你运送到客户手上的货物,的确不是订单上所标明的,而你又能立即向他保证 "well send you a replacement right away." (我们会立即寄给您一批替换品。)或者告诉他“we can adjust the price for you if you keep the material.”(如果您留下这批材料,我们可以为您调整价格。)那么,客户心中的忧虑必定立刻减半,而愿意考虑您的提议。
 

When a customer makes a complaint to you, what you should do is to try to soothe him. The best way is to express the concern and sincerity of his complaints. Your sentence "please tell me about it" (please tell me the case.) Or, "Im sorry for my error and assure you I will take take," "I'm sorry," I assure you that I will do my best to deal with this matter. It makes the other person feel that you have a sense of responsibility, and it will restore trust to you.
 
Fourteenth advises at the right time
 
--well send you a replacement right away.
 
When the loss has been caused, timely remedies can often prevent communication from being impasse or even to reach an agreement. For example, the goods you deliver to your customers are not on the order, and you can immediately assure him of "well send you a replacement right away.". We will send you a replacement immediately. Or tell him "we can adjust the price for you if you keep the material." (if you leave this batch of materials, we can adjust the price for you.) Then, the worry in the customer's mind must be halved immediately, and is willing to consider your proposal.
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