Uh-oh, looks like something's wrong. I'll take this one, but I'm going to need some of those skills.
Hi! Welcome to Heritage. How can I... (Here!)
嗨!歡迎來到 Herritage 租車。我能... (給妳!)
Okay. Thanks. Let's see. So you're returning?
I couldn't find where to return. I need a replacement.
That's fine. I can help you here. I'm sorry to hear you had a problem. We'll take care of it right away. Can you tell me what happened?
Well, I was coming off your lot, and everything was fine...
When a customer is unhappy, let them tell their story. They want to feel they've been heard and that somebody cares.
The car started shaking.
Then ask questions that help you guide them to a solution.
So the steering didn't feel quite right, but you were still able to control the car?
Well, just barely. I mean, I...
Control your own emotions. Instead of taking it personally, stay calm and focus on solving the problem. It often helps to find something you can agree with. This shows your willingness to work with the customer to solve the problem.
Someone should've told me that your lot would be closed.
Yes, I'm sorry about that. We weren't expecting you back before the lot reopened. But it would've been good to mention it, just in case.
Well...let me see what I can do because I'm sure we can make this right for you.
Customer Service Counts—available now from kantola.com.
《客服最重要》－－現在可於 kantola.com 購買。