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与顾客打交道,面对面的沟通无疑是最有效的方式。一次真挚而彻底的面对面沟通所得到的信息与反馈,可能比十张甚至一百张问卷调查都来得有价值。不过,与顾客的聊天也要做到“问有所指、答有所值”,可不是随便张口侃大山就行的。这不,Stephanie就与顾客来了一场真心大对话。
Stephanie: First of all, I would like to address some of your responses to our written questionnaire. In particular, on Question One, you rated your overall satisfaction with B&Z as three out of five and commented you’d had problems with delivery of goods. Can you please expand on that
for me?
Client: That’s right. As you can see from the bulk of my answers, we are satisfied with your business, but there have been times when communicating with staff about orders has been frustrating. Sometimes, we are not given exact details as to the date of delivery and there have been times when no one seems to know if the delivery has been sent at all.
Stephanie: Oh, I apologize for that. Seems like there is some disorganization in the delivery department.
Client: And perhaps some miscommunication with the customer service department. ①It’s just these small problems that need to be nipped in the bud.
Stephanie: Absolutely. I appreciated the feedback. I notice you responded positively to our price and value.
Client: That’s right. ②We are in a very good place in that regard.
Stephanie: ③And are there any other concerns you would like to bring to light?
Client: I guess the main concern is consistency. There are months when we feel really well taken care of and all our inquiries are answered, then other months ④we feel we are at the bottom of the heap.
Stephanie: Again, I sincerely apologize but I want to thank you so much for being frank with me. What you have told me is truly invaluable and I’ll be passing all of this on, not only to your sales rep., but all the way up to senior management.
Client: Glad to hear it.
史蒂芬妮:首先,我想就您在我们调查问卷上作出的几个答复来谈一谈。特别是第一道题,您对B&Z总体满意度的评级为3,而满分则为5,您还评价说您曾与我们的货物运输部门有过摩擦。能跟我说说详细的情况吗?
客户:没问题。你也可以从我的大部分答案中看出,我对你们的工作还是相当满意的,但也有些时候,跟你们的工作人员沟通订单问题时简直太令人崩溃了。要不就是没有给我们发货的具体日期这类细节资料,更甚者,有时还没人知道究竟发货了没。
史蒂芬妮:噢,我为这个向您道歉。看起来运输部门的工作组织得有些紊乱。
客户:然后客户服务部门的信息传递工作也有些小问题。目前就只有这些小问题需要改进和防范的。
史蒂芬妮:一定会的。我十分感谢您的回馈。我注意到您对我们价格和价值方面都作了肯定的评价。
客户:是的。这些方面我们都很满意。
史蒂芬妮:其他方面您还有没有意见要提的呢?
客户:我想,最关键的还是服务的一致性。有好几个月我们觉得(贵公司的)服务很周到,我们的要求都一一得到回应。但其他几个月我们又觉得遭到了冷落。
史蒂芬妮:我再次表示诚挚的歉意,不过我还是很开心您能开诚布公地跟我聊天。您刚刚所说的都很有价值,我会跟有关部门反映问题的,不仅让您的销售代理知道,也会知会公司的高层管理人员。
客户:我很高兴你这么说。
Smart Sentences
① It’s just these small problems that need to be nipped in the bud. 目前就只有这些小问题需要改进和预防的。
nip sth. in the bud: stop sth. from happening before it can develop very far(防患于未然)。例如:
It’s important to recognize early signs of profit decline and nip it in the bud.
发现利润下降的苗头,防患于未然是很重要的。
② We are in a very good place in that regard. 这个方面我们都很满意。
in this/that regard: used to refer back to sth. just mentioned(用以指刚刚提到的事宜)。例如:
I may have made a mistake in that regard.
我可能在那个问题上犯了错误。
③ And are there any other concerns you would like to bring to light? 其他方面您还有没有意见要提的呢?
bring to light: make sth. known(发现,揭发)。例如:
The document has brought the secret laid-off plans to light.
这份文件使裁员的计划曝了光。
④ We feel we are at the bottom of the heap. 我们又觉得遭到了冷落。
at the bottom of the heap: in a very low or unimportant position in an organization or society(地位低下)。
例如:
Intellectuals were at the bottom of the heap 40 years ago.
在40年前,知识分子的地位低下。
Stephanie: First of all, I would like to address some of your responses to our written questionnaire. In particular, on Question One, you rated your overall satisfaction with B&Z as three out of five and commented you’d had problems with delivery of goods. Can you please expand on that
for me?
Client: That’s right. As you can see from the bulk of my answers, we are satisfied with your business, but there have been times when communicating with staff about orders has been frustrating. Sometimes, we are not given exact details as to the date of delivery and there have been times when no one seems to know if the delivery has been sent at all.
Stephanie: Oh, I apologize for that. Seems like there is some disorganization in the delivery department.
Client: And perhaps some miscommunication with the customer service department. ①It’s just these small problems that need to be nipped in the bud.
Stephanie: Absolutely. I appreciated the feedback. I notice you responded positively to our price and value.
Client: That’s right. ②We are in a very good place in that regard.
Stephanie: ③And are there any other concerns you would like to bring to light?
Client: I guess the main concern is consistency. There are months when we feel really well taken care of and all our inquiries are answered, then other months ④we feel we are at the bottom of the heap.
Stephanie: Again, I sincerely apologize but I want to thank you so much for being frank with me. What you have told me is truly invaluable and I’ll be passing all of this on, not only to your sales rep., but all the way up to senior management.
Client: Glad to hear it.
史蒂芬妮:首先,我想就您在我们调查问卷上作出的几个答复来谈一谈。特别是第一道题,您对B&Z总体满意度的评级为3,而满分则为5,您还评价说您曾与我们的货物运输部门有过摩擦。能跟我说说详细的情况吗?
客户:没问题。你也可以从我的大部分答案中看出,我对你们的工作还是相当满意的,但也有些时候,跟你们的工作人员沟通订单问题时简直太令人崩溃了。要不就是没有给我们发货的具体日期这类细节资料,更甚者,有时还没人知道究竟发货了没。
史蒂芬妮:噢,我为这个向您道歉。看起来运输部门的工作组织得有些紊乱。
客户:然后客户服务部门的信息传递工作也有些小问题。目前就只有这些小问题需要改进和防范的。
史蒂芬妮:一定会的。我十分感谢您的回馈。我注意到您对我们价格和价值方面都作了肯定的评价。
客户:是的。这些方面我们都很满意。
史蒂芬妮:其他方面您还有没有意见要提的呢?
客户:我想,最关键的还是服务的一致性。有好几个月我们觉得(贵公司的)服务很周到,我们的要求都一一得到回应。但其他几个月我们又觉得遭到了冷落。
史蒂芬妮:我再次表示诚挚的歉意,不过我还是很开心您能开诚布公地跟我聊天。您刚刚所说的都很有价值,我会跟有关部门反映问题的,不仅让您的销售代理知道,也会知会公司的高层管理人员。
客户:我很高兴你这么说。
Smart Sentences
① It’s just these small problems that need to be nipped in the bud. 目前就只有这些小问题需要改进和预防的。
nip sth. in the bud: stop sth. from happening before it can develop very far(防患于未然)。例如:
It’s important to recognize early signs of profit decline and nip it in the bud.
发现利润下降的苗头,防患于未然是很重要的。
② We are in a very good place in that regard. 这个方面我们都很满意。
in this/that regard: used to refer back to sth. just mentioned(用以指刚刚提到的事宜)。例如:
I may have made a mistake in that regard.
我可能在那个问题上犯了错误。
③ And are there any other concerns you would like to bring to light? 其他方面您还有没有意见要提的呢?
bring to light: make sth. known(发现,揭发)。例如:
The document has brought the secret laid-off plans to light.
这份文件使裁员的计划曝了光。
④ We feel we are at the bottom of the heap. 我们又觉得遭到了冷落。
at the bottom of the heap: in a very low or unimportant position in an organization or society(地位低下)。
例如:
Intellectuals were at the bottom of the heap 40 years ago.
在40年前,知识分子的地位低下。