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Unit 13 Aftersales Service（第3页）

A:Andwhat'syourphonenumber?

B:9815-0209。

A:I'msorryaboutahascaused。We'lldoourbesttomakethingsright。

B:Thankyouforyourhelpihisup。

Ⅱ。TrahefollowingdialogueintoEnglish。

A:Excuseme，sir。MayIhaveawordwiththeperseoftheserviter?

B:I'mtheverypersonyouwouldliketotalkto。AnythingIdoforyou？

&sixmonthsaght100setsofmayoursalesdepartment。Theyworkedperfectlywelluntiloneweekago。Wehadn'thadanyplaintsaboutthembutretlytheyarenproperly。Iwoheryouhavethemrepaired。

B:Ofcourse。I'llseestoyourfactorytosolvetheproblem。

A:Thankyou。Thenhowabouttherepairfee?

B:Thatwillbeonyourat，asyourmaesarealreadybeyonduarahs。Butthechargecouldbepreferentialtoyou。

A:Okay，whenyourteseover?

B:Theyarewiorytoprovidemaimecallthemaheyhavesolvedtheproblem。Pleasewaitamoment。（Afterawhile）Hello，I'vejusttactedourtes。Theysaytheygotoyourfaatabout8:30。Isittforyou?

A:That'swonderful。Iappreciateyoureffidcooperation。

B:Toprovideerswithextaftersalesserviise。Youmaygobadwaitforourmaiaffinyourfa。Theywillbethereontime。

A:Thanksagain。

B:You'rewele。Ifyouhavefurtherquestions，youtactusbypho400-8787andsaveyourselfajourney。

A:Oh，Isee。Thanks。

Ⅲ。Makeashortspeeutes）。

1。Theimportanceoodaftersalesservice;

2。Suggestionsonhoodaftersalesservidkeepershappy。

G，everyo'smypleasuretobeheretospeaktoyou。TodayIwillfohoodaftersalesservice。Aftersalesserviceisimportahelpstoeersaresatisfiedwiththeirpurdinydiffistallii，theyreceivehelp。Ahappyerwillbeloyalandwilladvertiseyourpaservicetheyreceivethuskeepingyourakingsales。HereIwouldliketgestioodaftersalesservice。

&suggestionisyourreturnspolidyourtactdetailsshouldbeeasytofindaouand。Ifytoofferanyaftersalesserviceitisvitallyimportantthatthisiseasytofindandreachbecauseotherwiseyouwillfindyourselfsimplyannoyiherwhilsttheytrytogetintouch。

ercareisavitallyimportaofbusiheseeisthatyouomakesureyourstaffoffertheappropriatelevelofservice。Bytrainingyourstaffproperlytobeabletodealwithflictresolution，youwillredusthatyoufacewithersandfioresolveproblems。

&hirdsuggestionistoodreturnspolisareexpensiveforpaheproduthenrarelyberesoldaedaswaste。oodreturnspolicy，however，isastepthatwillmakeyoumorereputableasaanylargepaniesoffer14dayreturnpolidyouwillbeparedtothis。Rememberthatretainingorevaluablethaurnofasi，sthisserviceisagoodthingtodoforbusi。

Mylastsuggestionistomakeupformistakesinapromptmanner。Inaherewilliablybemistakesanditisvitallyimportantthatyoumakeupforthesehoweverpossible。Eveakesarenotbecauseoffailuresinyourbusiness，leavingaerdissatisfiedisnotanoptiohiswillleadtoabadreputation。Makingupformistakesisanimportantstepinmanagiionsanddisfuturepurchasesisagoodwaytodothis。Aslagtheer，thiswilltheneain。Thisinturoutilizeanothercetosatisfythemaheygettheservitendtogive。

Inatterwhatthenatureofyourbusiness，ifyoufailtokeepyourershappyyouwillnotbeinbusinessveryloomershappyrudealoftimeaion，buttherewardsbequitesubstantial。Makiialsaleisoingpoint。Iobesuccessful，yourfirmmustservetheer'shesaleaswell。That'sallformyspeekyou。

Ⅳ。Makearetation（3minutes）。

A:我最近我听到不少顾客对我们工作的抱怨，甚至有一些是从我们最忠实的顾客那里传来的。李贺，你是怎么看的？

B:We'vehadalotofproblemswithitemsfromanewmanufacturer。We'vehaagtothestorepolicyofgivingarefundoranexge。Feedbaourstaffindiersthinkourqualitytrolislax。

A:从顾客的立场来想，他们是没有错的。当然这也不是我们的错。问题是，接下来我们做了什么了吗？是否有什么跟进措施？

B:We'vetactedPurg，andthey&#withthemanow。

A:那还不够！既然我们已经听到那么多的不满，我们就必须立即把那些商品撤出货架，直到供应商确保其产品合格才能上架。

B:Allright。I'lltalktothedepartmeit。Shouldn'tbeaproblem，butit'llprobablytakethemadayortwotorestocktheemptyspace。

A:那没问题。企业能否长期处于不败之地，很大程度上取决于他们是否已培养起一个稳定而可信赖的客户群，要做到这一点的最佳方法就是正确对待客户。

B:Yes。Wewilldwetoretainourers。

A:对的，我们必须积极主动地与购买了那些不合格商品的顾客取得联系，并寄一张下次购物使用的优惠券。

B:I'llgethta>

A:好的。谢谢你。