Some people tell you that what a dissatisfied customer really wants is to have the opportunity to spend his money again.[qh]
一些人说一位不满的客户真正所需要的是再次消费的机会。[qh]
You may have to resort to this—a refund or perhaps some form of credit.[qh]
你或许会求助于—退款或一些信用方式。[qh]
However, this may lose a customer and will certainly lose that particular deal.[qh]
但是这样会让你失去一位客户并且绝对会失去这比订单。[qh]
Try a bit of persuasion—remind your customer why he chose your product in the first place,[qh]
尝一下说服客户—提醒你的客户他们首选你们产品的原因，[qh]
give him a new one and save him the trouble of making further decisions.[qh]
给他一个新产品，帮他省去进一步做决定的麻烦。[qh]
It's often the case that a complaint about faulty equipment really means the customer is doing something wrong.[qh]
通常，投诉设备出现问题，其实可能是客户操作有误。[qh]
Of course, considerable tact is called for when this happens—don't make them feel foolish.[qh]
当然，发生这种情况要机智应对—不要让客户觉得自己很傻。[qh]
What they need is some guidance—and this should be provided without further cost.[qh]
他们所需要的是一些指导—指导应该是免费提供的。[qh]
Make sure any damage done has been put right, and then set up the familiarisation session.[qh]
确保任何已发生的损害以得到修复，然后让客户熟悉操作流程。[qh]
Problem solved, customer happy, equipment saved from any more misuse.[qh]
问题得到解决，客户开心了，设备免于误用。[qh]