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客戶(hù)關(guān)系管理實(shí)戰(zhàn)對(duì)話
客戶(hù)關(guān)系管理是公司經(jīng)營(yíng)管理中很重要的一部分。Douglas Winters是一家百貨公司的客戶(hù)服務(wù)部經(jīng)理，最近他的公司收到了不少客戶(hù)投訴。現(xiàn)在，他正在和他的一名屬下Howard Mendell討論解決這些問(wèn)題的事宜。
Douglas: I called you in because I've been hearing about too many customer complaints recently, even from some of our most loyal customers. What do you know about this, Howard?
我把你叫進(jìn)來(lái)是因?yàn)樽罱衣?tīng)到不少顧客對(duì)我們工作的抱怨，甚至有一些是從我們最忠實(shí)的顧客那里傳來(lái)的。Howard，你是怎么看的？
Howard: We've had a lot of problems with certain items from a new manufacturer. We've handled it according to the store policy of giving a refund or an exchange. Feedback from our staff indicates some customers think our quality control is lax.
我們從一個(gè)新廠商那兒進(jìn)的一些貨確實(shí)有一些問(wèn)題。我們已經(jīng)根據(jù)公司政策進(jìn)行了合理的退換。從我們職員那里得來(lái)的反饋也表明顧客認(rèn)為我們對(duì)商品質(zhì)量把關(guān)不嚴(yán)。
Douglas: From their point of view, they're right! It's not our fault, of course, but what are we doing about it? Has there been any follow-up on this issue?
從顧客的立場(chǎng)來(lái)想，他們是沒(méi)有錯(cuò)的。當(dāng)然這也不是我們的錯(cuò)。問(wèn)題是，接下來(lái)我們做了什么了嗎？
Howard: We've contacted Purchasing, and they're dealing with the manufacturer right now.
我們已經(jīng)聯(lián)絡(luò)采購(gòu)部，他們也正在和供應(yīng)商討論相關(guān)事宜。
Douglas: That's not good enough! If we've had that many complaints, let's get the products taken off the shelves until the manufacturer cleans up their act.
那還不夠！既然我們已經(jīng)聽(tīng)到那么多的不滿(mǎn)，我們就必須立即把那些商品撤出貨架，直到供應(yīng)商確保其產(chǎn)品合格才能上架。
Howard: All right. I'll talk to the department manager about it. Shouldn't be a problem, but it'll probably take them a day or two to restock the empty space.
好的。我會(huì)和采購(gòu)部經(jīng)理商討此事。這應(yīng)該沒(méi)有問(wèn)題，不過(guò)要把空下來(lái)的貨架裝上貨還得花一兩天。
Douglas: That's okay. Let's be pro-active with the customers who bought those products. Send them a discount coupon for their next store purchase. And let's touch bases with our other recent customers to make sure that they're satisfied with our customer policies.
那很好。我們必須積極主動(dòng)地與購(gòu)買(mǎi)了那些不合格商品的顧客取得聯(lián)系，并寄一張下次購(gòu)物使用的優(yōu)惠券。我們還必須取得和新顧客之間的情感聯(lián)系，以確保他們對(duì)我們客服工作滿(mǎn)意。
Howard: I'll get on it right away.
我馬上去辦。
Douglas: OK. Thanks, Howard.
好的。謝謝你，Howard。
怎么樣，這段對(duì)話在客戶(hù)關(guān)系管理的英文交流上給你不少啟發(fā)吧！
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