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So now let's look at the next steps of LAST.
下面来看看LAST的下一步。
Okay, so after you have listened to the customer's problem, the next thing you do is apologize.
现在你已经听完客户的问题了，下面要做的就是道歉。
It does not matter if you didn't do anything wrong.
问题的原因在不在你都不重要。
Even if the customer is just totally crazy and there is no problem, you should still apologize.
就算根本没有问题，只是客户抽风，你仍应道歉。
Now, there's a special way to apologize. You do not say it's your fault. Okay?
道歉也有特殊方法。你不要说是你的错。
What you say is: 'I'm sorry you've had a bad experience.' This does not put blame on anybody.
你应该说：‘对你糟糕的经历，我很抱歉。’这样的话，就没有将责任推到任何人身上。
You're not saying: 'We made a mistake', no.
你也不要说：‘是我们的错。’不要这样说。
You're just saying: 'I'm sorry you had a bad experience.' Okay? So, this is a very important thing to do.
你只用说：‘对你糟糕的经历，我很抱歉。’明白了么？这一点非常重要。
Don't take the blame. Just say: 'I'm sorry you've had a bad experience.'
不要揽责任，只用说：‘对你糟糕的经历，我很抱歉。’
After that, solve. Solve the problem. Fix the problem, make things right. So, how do you do that?
下一步就是解决。解决问题，让事情恢复正常。那么该怎么做呢？
Well, if you know what to do...if you can solve the problem and you know it's an easy problem to solve,
如果你能解决客户的问题，并且这个问题很容易解决，
you can tell them what you're going to do. 'Here's what we're going to do to help you.' Okay?
你就可以告诉他们你将做什么。‘我们会帮助你解决问题。’
If it's a Wi-Fi problem, for example: 'Here's what we're going to do to help you.
如果是Wi-Fi问题，举例：‘我们会帮助你解决问题。
I'm going to send IT over to your hotel room to help fix the Wi-Fi. Here's what we're going to do to help you.' Okay?
我会派我们的IT员工去您的房间，帮助您修理Wi-Fi。’
Now, sometimes there are some problems where the customer asks you, they tell you the problem, you don't know what to do. Okay?
有时候，客户所说的问题，你可能无法解决，
You have no idea how to fix their problem. A good thing to do is to get your manager in that case or your supervisor.
你不知道该怎么解决他们的问题。这种情况下，好办法就是去找你的经理或管理人员。
So, you can be honest. Okay? If you don't know what to do, you can tell them: 'I'm not sure how to resolve this situation.',
至少你可以表现诚实，对么？如果你不知道该怎么解决，你可以告诉客户：‘我不太确定如何解决这个问题。’
'I'm not sure how to resolve this situation. Let me check with my manager.', 'Let me check with my supervisor.' Okay?
‘我不太确定如何解决这个问题。我会跟经理确认。’，‘我会和管理人员确认。’
So it's good if you don't know what to do, get somebody who does.
如果你不知道怎么做，就让会做的人来处理，也是可以的。
Finally-very, very important-you've now listened, apologized, solved, the final thing you need to do is thank the customer. Okay?
最后，非常非常重要的一点-你已经倾听、道歉、解决问题了，最后一件要做的事就是感谢客户。
'Thank you for letting us know about this situation. We appreciate it. Thank you for helping...'
‘非常感谢您向我们反映这个情况，非常感谢。谢谢您的帮忙...’
Or 'Thank you for bringing this to our attention.' Okay?
或者‘谢谢您让我们注意到这个问题。’
So, very important to thank the customer and end on a positive, friendly, note because you want the customer to come back.
感谢客户非常重要，以一种非常积极友好的方式结尾，这样才有回头客。
So, what are the four steps, again, to good customer service when a customer has a problem?
当客户出现问题，应对的四个步骤是什么？
First you listen, next you apologize, then you solve, and last you thank the person. Okay?
第一，倾听，第二，道歉，第三，解决问题，最后感谢客户。
LAST or: Listen, Apologize, Solve, and Thank will help you for most customer service problems.
LAST方法或是倾听、道歉、解决以及感谢，将帮助你处理好大部分客服问题。
It's a very good way to organize yourself and to help customers, and make them feel comfortable and happy.
这是一种非常好的自我管理方法，能让你帮助到客户，让他们舒心又开心。
So, I hope you come visit us at www.engvid.com. There, you will find a quiz all about Listen, Apologize, Solve, and Thank.
希望大家登录www.engvid.com，你将发现有关LAST方法的小测试。
You can practice your English using this quiz. Until next time, take care.
你可以利用这个测试练习英语。我们下期见。
