当你的客户因为某些原因而生气，你知道应该怎么补救吗?接下来小编为大家整理了惹火客户时应该怎么弥补，希望对你有帮助哦!

　　Let's start with the most important phrase, which also happens to be the simplest:

　　那么我们就从最重要的短语开始，当然某些情况下这也是最简单的方式：

　　1.“I’m sorry.”

　　1.“对不起。”

　　Oh yeah, your legal team is waving red flags. “We can’t admit fault,” they say. “We should never imply something is wrong.” My response, “Ignore them.” Read on.

　　啊哈，你的法律顾问正在向你挥舞着红旗。“我们不能承认错误，”他们说。“我们永远都不能暗示说我们把什么东西搞错了。”对此我的回答是“不要管他们。”继续读下去。

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　　At first glance, it may seem like your customer should be the one expressing gratitude. But think about it. In his mind, he paid for a product or service that didn’t perform as expected, and was then required to spend professional or personal time to work out a remedy. On the other hand, you’ve likely gained important information about product performance and how customers perceive your company. In my mind, that’s certainly worth a “thank you.”

　　乍一看，这好像是你的客户应该有的态度。但是再仔细想想。他会想，他花钱购买产品或者服务，但是它们没能按照预期运行，他还要花专家的或者个人的时间来让它恢复正常。换句话说就是你可能会获得关于产品运行状况的重要数据，以及客户对于你们公司的评价。要记住，这值得你说声“谢谢”。

　　These phrases are not magic bullets that will solve all your customer service conflicts. They are simply a framework for collaborative problem solving and collectively present an attitude of “We’re in this together” rather than “We’re out to win.” That kind of cooperative approach minimizes the number of combative customer interactions and more often results in satisfactory solutions.

　　这些短语也并非法力无边到可以解决你在客户服务中遇到的所有冲突。它们只是构建了一个合作解决问题的框架，暗示出你的态度是“我们一起来解决”而不是“我们要战胜你。”这种合作的方式会让客户的不满情绪降到最低，通常可以获得令人满意的解决方案。

　　5.“Are you satisfied with our solution, and will you consider doing business with us in the future?”

　　5　“您对我们的解决方案满意吗，以后还会与我们合作吗?”

　　This isn’t the same as “Have I taken good care of you today?” or “Have all of your questions been answered?” The goal of every support call needs to be greater than just solving the immediate problem. The real measure of success will be whether you’ve managed to preserve the investment you’ve already made in a customer. If the answer to either side of the question is “No”, you’ve still got work to do.

　　这与“今天我服务的周到吗?”或者“您的问题都得到解答了吗?”不同。接听每个服务电话所要做的不只是解决当下紧急的问题。真正成功的标准是你确定在这个客户身上所做的付出没有白费。如果这两点中的任何一个你还没有做到，那么你还有更多的工作要做。