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Hello. My name is Emma, and in today's video I am going to teach you a very, very important thing for customer service.
大家好。我是Emma，今天我们将学习有关客服工作的一个非常重要的方法。
I used to work in customer service, and this is actually one of the most important things I learned,
我曾做过客服工作，这个方法是我在这份工作中学习到的最重要的事情之一，
and this is called the L-A-S-T or LAST approach.
这就是LAST方法。
So, to get started, let's talk a little bit about: What is customer service?
首先让我们来说说什么客户服务。
So, customer service is when you have customers, of course,
客户服务就是当然得有客户，
and you're trying to make your customers as comfortable and happy as possible.
并且你需要尽可能使你的客户感到舒心快乐。
You're also trying to meet their needs and expectations, and solve any problems or situations that they might have.
你还要尽量满足客户的要求和期待，解决客户的问题。
So, customer service is a huge category.
所以，客服工作的范畴很广。
There's many, many different jobs where you use customer service.
许多工作都涉及客服工作。
If you work in a hotel, for example, as a clerk, you know, in the lobby, as a bellhop, you will be using customer service.
如果你在酒店工作，比如，你是一名大厅接待员，旅馆服务员，这就涉及客服工作。
If you work at a restaurant as a server, you'll be using customer service, or as a hostess.
如果你是餐厅的一名服务员，或是女服务员，这也涉及客服工作。
If you're the manager of a store, you'll be using customer service.
如果你是商店经理，同样涉及客服工作。
If you work in a business or even in a hospital, you'll be using customer service.
如果你是在公司上班或是医院工作，也会用到客服技巧。
So, pretty much any time you're dealing with people from the public and they're customers and you're trying to help them,
因此，几乎任何时候，当你和公众打交道，他们就是客户，而你需要帮助他们，
you're doing customer service. So, there are many different problems that a customer might have.
你所做的就是客户服务工作。在这个过程中，客户会出现各种各样的问题。
What are some examples of some problems? Can you think of anything, a problem a customer might have?
会有哪些问题呢？你能想到哪些问题呢？
Maybe somebody charged them too much for something, maybe they're in a store and the lineups are too long,
也许是有的客户觉得某东西要价太高，也许他们觉得商店里排的队太长了，
maybe a customer is at a hotel and they're very unhappy because the Wi-Fi isn't working or their bed's uncomfortable.
或许在酒店中，客户因为wifi不能用或是床不舒服而生气。
So, there's so many different problems customers might have at different types of businesses.
因此，在不同行业中，客户会有各种不同的问题。
In this video what I'm going to teach you is: What do you do when a customer has a problem? Okay?
在这个视频中，我要交给大家的是：当客户出现问题时，我们该怎么应对？
So, a very easy thing to do when a customer has a problem is called the LAST approach.
当客户出现问题时，最简单的应对方法就是LAST方法。
'LAST', what does it stand for? Well, if a customer has a problem, the first thing you should do is listen to their problem,
LAST，是什么意思呢？当客户有问题时，你应该做的第一件事就是，倾听他们的问题，
the next thing you should do is apologize, solve their problem, and thank them.
下一件事就是，道歉，然后解决他们的问题并感谢他们。
So: Listen, Apologize, Solve, and Thank. We're going to look at expressions we use to show we're listening,
因此，LAST方法就是——倾听、道歉、解决以及感谢。我们接下来将学习，在我们表示我们正在倾听、
expressions to apologize, expressions that can help us solve problems, and expressions to thank customers.
道歉、帮助他们解决问题并感谢他们时，应该用到哪些表达。
Okay, so the first step when a customer has a problem is to listen.
那么，当客户有问题时，第一步就是，倾听。
So, the first thing you should do is find out what the problem is.
因此，你应该做的第一件事就是找出问题所在。
You can ask them: 'What seems to be the problem?' or 'How can I help you?' Okay?
你可以询问客户：‘哪里出问题了呢？’或者‘我要怎么帮助您呢？’
Once they start explaining what the problem is, very important that you look like you're actually listening and that you do listen. Okay?
一旦客户开始解释他们的问题，非常重要的一点就是你要看起来在仔细倾听的他们解释。
So, you shouldn't look at your watch: 'Mm-hmm. Mm-hmm.' Okay? That's a bad idea.
你不能看着你的手表说：‘嗯嗯。’这样非常不好。
You shouldn't look at the sky: 'Uh, when is this person going to stop talking?' Okay?
你也不能望着天空说：‘嗯，他到底什么时候能说完呢？’
You shouldn't roll your eyes. Okay? No, no, no. You need to show that you actually care about what the customer is saying.
不应该转眼珠。不要这样好么？你需要表现出你是真的很关心客户在说什么。
So, showing you're listening is very important.
因此，要表现出你正在倾听，这一点非常重要。
You can repeat back to the customer what they're saying to show that you understand and to make sure that you did understand.
你可以重复客户的话以表示你理解并确保你是真的理解了他们的问题。
So:'So what you're saying is, you know, there's no hot water in this hotel.'
你可以说：‘所以你说的是，酒店里没有热水了，对么。’
'So what you're saying is the Wi-Fi's not working and you're not happy with that.' Okay?
‘所以，你是说Wi-Fi不能用了，这点让你不开心。’
These are some examples. 'So what you're saying is _________.' You can also say: 'Let me get this right...',
还有其他一些例子。‘所以，你是说____________.’你也可以说：‘让我屡一下...’，
'Let me get this right, what you're saying is that, you know, there's a problem at your table.'
‘让我屡一下，你是说，你的桌子有问题。’
'What you're saying is that you've been waiting for your food for a really long time.'
‘你是说你等了很久，你点的餐还没送到。’
So it's important to show that you are listening and you acknowledge what they have said.
所以表现出你在倾听并理解他们的问题，这一点很重要。
Okay. Now, sometimes with customer service you get a customer who's very angry,
有时候，你会遇到非常生气的客户，
and maybe they start swearing, they start using very bad language. Okay?
也许他们还会骂人并说一些不好的话。
So if this happens, very important that you don't get upset. Okay?
如果出现这种情况，重要的是你不要生气，好么？
When this happened to me in the past, I would actually pretend to be a computer.
过去我也遇到过这种情况，我通常都是假装自己是台电脑
I would not take anything personally. I would just smile and pretend to be a computer, and that's how I got through angry customers.
我不会带任何私人感情，我只会微笑并假装自己是台电脑，我就是这么应对生气的客户的。
So, if the person is rude... You know, it's not right if somebody is saying something rude to you,
如果，有客户非常无礼，当然如果某人粗鲁的对待你，
if they're swearing at you, or they're making you feel uncomfortable. So, be polite. Okay?
如果他们骂你或是让你感到不舒服时，这样当然不好。但是保持礼貌，好么？
Smile or be friendly, and say: 'I really want to help you, but your language is getting in the way.
友好地微笑着告诉他们：‘我非常想要帮助你，但是你出口伤人，让我无法帮助你。
I understand you're frustrated. Please calm down so I can help you.' Okay?
我明白你此刻的沮丧。请冷静一下，让我来帮助您。’
And really emphasize the fact that you're there to help them.
一定要强调你会帮助他。
Sometimes this doesn't work, sometimes the person might keep yelling, keep swearing,
有时这么说也不起作用，有时客户还会继续吵闹咒骂，
and in that case you're going to have to get your manager.
出现这种情况，就要去找你们的经理了。
But a good thing to do before that happens is try to be nice to the customer and just remind them to use...
但在找经理前，友好对待客户
to calm down and to use nice language so you can help them. Okay?
让他们冷静下来，使用文明语言，这样你才能帮助他们，好么？
