如果你从未做过客户服务培训，那就这样做吧

Customer Service is Abysmal

客户服务是在产品公司，服务公司，您所看到的任何地方的Abysmal。

公司将双手交给差的服务和发誓要做更多的培训。

但是有几个基本思想 - 在这篇文章中涵盖 - 将从任何培训课程移动到速度快。

What's the problem with customer service?

Everywhere you look, customer-facing employees are surly and undertrained.

It's not even their fault, half the time: they're underpaid and unsupervised, more often than not.

公司发誓要改变现状，致力于服务。

They spend millions on ad campaigns to convince customers to give them another chance.

而且他们令人遗憾的是，令人遗憾的是，这是一个基本的拼图，这会对他们的客户支持人员和客户有所作为。

灵丹妙药是：

经理们需要教导客户服务人员"I'm Sorry"isn't the same as saying any of these things:

1) I made a mistake.

2）我们公司负责。

3) You're getting your money back.

4）我不称职，

甚至

5) You are right.

Sure, it would be nice if the customer were always right, but that's not always the case.

但是，无论情况是对是错，对不起总是合适的。

为什么这么难说？

对不起说是一件好事

为什么机场丢失行李的服务员、误填了您的账单的女服务员、或者为您预订了两次房间的酒店服务台的服务员，似乎宁愿踩着滚烫的煤块走，也不愿说“对不起”

Because his or her employer has never explained that "I'm sorry" is a good thing to say. In too many organisations, saying "I'm sorry" is associated with refunding the customer's money or otherwise incurring expense for the company. And no one wants to do that, not unless a manager tells them to.

But "I'm sorry" is the start of every decent customer service call or face-to-face conversation.

Many Forms of Sorry

它有多种形式。

“我很抱歉你有那个经历，听起来很糟糕”

是一个版本。

"I'm so sorry that happened to you"

是另一个。

“对不起，你的包丢了，真烦人”

或者

“对不起，我们没有一个房间给你”

更加热爱。

Solving the Problem

解决问题是步骤二：用不开心的客户端识别是第一步。

And it's the step, painfully often, that gets dropped out altogether.

我去了孩子们的小学参加返校之夜，我很生气。

I sat in the third-grade classroom for an hour, listening to the teacher explain her methods, never knowing that the first-grade orientation was going on at the same time in another room.

如果我知道重叠的话，我会在三年级的课堂上听完一年级老师的话：毕竟，一年级是关键的一年。

But I didn't know.

谁会同时预订这两节课？

所以当我意识到我错过了一年级的机会时，我走到校长办公室，告诉他我不高兴。

他就是这么做的：他试图马上给我提供事实，提供解决方案。”“别担心，”他说一年级的老师在她的迎新课结束后马上就走了，但是你可以在下课后的任何一天和她说话。“是的，”我说，“我明白，但是我的一年级学生今天晚上给我画了一幅画，画在他的书桌上，我不能看，也不能给他留张纸条让他明天找。”

“好吧，”校长说，“我知道老师随时都会乐意和你谈话的。”“我想告诉你的是，这个迎新之夜计划得不好，我不高兴，”我说当我的一年级学生问我对他的课桌和教室有什么看法时，我该怎么跟他说？”“好吧，老师明天会很高兴和你谈话的，”校长说。

Missing Step 1 - Identify with the Unhappy Client

“我觉得没人听见”

我终于说了。”今晚的计划很糟糕，沟通也很差。

另外两位像我一样有一年级和三年级孩子的妈妈也同样感到失望。

这不是一个好的过程。

我对此感到不满，我想听到你了解我。

我已经听到你的解决办法了。”

He was shocked.

现在听我说，以后再安抚我

They must not teach customer service in principal school, either.

但这在各行各业都很关键。现在听我说，以后再安抚我。

If you can't hear what I'm saying, how can I hear the facts and solutions you're dishing up?

如果你从未在客户服务培训上花过一分钱，那就教人们说“对不起”并说真话。

教他们真正听到不幸的客户比在未来三十秒内接受另一个电话更重要。

Get them comfortable with "I'm sorry" and don't let them move on to data collection and account numbers and serial numbers until they've said it as many times as the situation requires.

Love may mean never having to say you're sorry, but customer service is absolutely useless without it.

This article was contributed by Liz Ryan