處理客訴 Receiving a Complaint
大賣場員工都很認真在自己的崗位上服務，但有時候客人還是會不滿意，如果有外國客人怒氣沖沖來客訴，Jessie要怎麼處理呢？
處理客訴高EQ：
客人若對服務或商品有不滿，賣場常常需進行改善（make some improvements），讓一切變更好。所以要處理客訴（complaint），首先得好好傾聽，再來請客人填寫意見表（suggestion card），接著展現誠意，表示公司會慎重處理。
任務一：客訴步驟排排看
請和Jessie一起想想，什麼時候適合對客人說什麼樣的話呢？
| 1. Would you please fill out this suggestion card for us? 2. Can you tell me more about your problem? 3. I’m sorry to hear that. 4. We’ll take care of that as soon as possible. 2 → __ → __ → __ |
本題答案
| 2 → 3 → 1 → 4 |
就算學會了這些實用語句，Jessie覺得若真的碰上了客訴，難免還是會緊張。
客訴狀況百百種：
雖然處理客人申訴的方法和心態是類似的，但是客人的反應還是依狀況不同各有差異，客人可能抱怨員工態度、價格有誤、或商品不良狀況。
客訴處理常見用語：
| 要求更多資訊： | Could you tell me more about the problem? |
| 客訴案例： | The lady at the checkout counter was so rude. There are some problems with the price tags. You sold us the expired products. |
| 請求對方做某事： | Would you please fill out this suggestion card for us? |
| 盡快處理某事： | We’ll take care of that as soon as possible. I’ll let my manager know as soon as possible. |
任務二：客訴應答
聽聽Jessie和客人間的對應，並填入字詞完成對話。
| Customer: | I want to talk to your manager! |
| Jessie: | Excuse me, could you tell me more about __________ ? |
| Customer: | The sticker price doesn’t match the scanner’s price. It said buy two and get one free, but the scanner says they’re each full price! |
| Jessie: | Oh, I’m so sorry to hear that. We’ll __________________ as soon as possible. |
本題答案
| Customer: | I want to talk to your manager! |
| Jessie: | Excuse me, could you tell me more about the problem? |
| Customer: | The sticker price doesn’t match the scanner’s price. It said buy two and get one free, but the scanner says they’re each full price! |
| Jessie: | Oh, I’m so sorry to hear that. We’ll take care of that as soon as possible. |
句型延伸演練
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本題答案
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文／陳超明、湯琦均