如何有效地用英语向客户道歉

Source:原创          2019-04-15 09:37:02      658 views


    对于做外贸的商家来说,学会用英文道歉是非常重要的。仅仅只会“I'm sorry"是不够的,因为这是英语语言里面最弱的表达了。今天,胡椒网小编给大家聊一聊如何有效地用英语给客户道歉,这些技巧对打英文电话和发邮件都适用,内容是参考国外客服培训相关资料总结的。

   1. 避免不诚恳道歉(Non-Apology)

        不要试图推卸您及您公司的责任,比如向下面这样:

  • I am sorry you feel that way. //非常抱歉让您产生这样的感觉

  • I am sorry if you are offended. //非常抱歉如果您被冒犯了

  • Mistakes were made. //这里面有错误

  • It is unfortunate that things turned out this way. //事情变成这样真的非常不幸

  

    2. 认真听取客服的抱怨

  • 认同对方的感受,如“that must have been frustrating for you.”  那一定让您很难过

  • 使用用鼓励性语言让对方继续说下去,如“I see”, “I understand“, and “I hear you” 我明白

  • 周期性地复述、改述对方的话,然后再加上“I’m sorry you’re feeling X because we did Y” 

  • It is unfortunate that things turned out this way. //事情变成这样真的非常不幸

   

    3. 主动承担责任

    主动承担责任会让用户感觉到自己反映的问题受到重视。有时候可能并不是自己一方的责任,也应该从自身角度找原因,比如您想告诉客户他的产品质量保证并不包含某些内容,可以这样说:

    I’m sorry our warranty didn’t properly communicate its limits. I will forward this concern to the appropriate department to ensure that we make this clearer for our customers. //非常抱歉我们没有很好的说清楚我们质保的相关限制。我会把您的这一问题转交给相关部门以进一步澄清问题。

    此外,告诉对方您的姓名会给人一种勇于担当的印象,比如如果有客户抱怨您的产品有缺陷,您可以这么说:

I’m very sorry that you’re having issues with our product. My name is Danielle and I’m going to make sure that we get this taken care of for you today. //非常抱歉您使用我们的产品出现问题。我叫丹尼尔,我向您保证我们今天会解决这个问题。


    4. 给出解释而非借口

    一定要在给出解释的同时加上适度的自责,比如:

    This happened because of X, but this is no reason to make you wait for 2 hours. I deeply apologize. I will forward this issue to a supervisor immediately. //出现X是因为……,但这也不应该让您等两个小时之久。我对此深表歉意,我马上向领导报告此问题


    5. 沟通解决方案

行动胜过空谈,给出解决方案才是最重要的。比如:

We understand how you feel, we’re very sorry. We’re going to take care of this for you right now.

We’re deeply sorry about *Issue*. Let me speak with my supervisor to see how we can correct this for you.




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