子莛 asked in 社會與文化語言 · 1 decade ago

請幫我翻譯下列business文章

A business can't afford to be casual about how it deals with its customers. The "I'm too busy" or the "you are just one of many customers" excuses are just not acceptable! We experience and hear horror stories constantly about poor responsiveness. The level of incompetency in this arena is mind boggling. We often wonder how something so obvious goes so wrong in so many companies.

Responsiveness is part of your culture. Is yours a casual, "I'll get to it when I can" kind of culture or is it a "I put my customers above all else and make their issues a priority" kind of culture? This is a key and fundamental issue that needs to be addressed.

How would your employees answer these questions?

1.When a customer calls and has a problem that requires a call back, how long does it take, on average, to call them back either with an answer or to let them know the problem is still being worked on?

2.If a customer leaves a message for an employee, what are the expectations in terms of how much time can elapse before calling him/her back?

3.What are the policies regarding responding to customers?

4.How much training have employees had with regard to responding to customers in terms of time management, prioritization of customer issues and dealing with difficult or angry customers?

5.At what level does decision making occur regarding customer problems and inquiries?

6.How well do employees understand the company's products/services, its policies and what the next level or step in problem resolution is?

Setting extremely clear expectations about responding to customers is critical. To some organizations it might seem like a relatively minor issue. Those organizations are bound to struggle. Those that have figured out how to respond expediently, effectively and with a caring attitude distinctly have an advantage over their competition.

1 Answer

Rating
  • 小黑
    Lv 4
    1 decade ago
    Favorite Answer

    A business ...... many companies.

    →一椿生意(的洽談)是絕對禁止漫不經心地處理客戶的問題!「我現在很忙」或是「你也只不過是其中一個客戶而已」類似的回應都是不被允許的。(相信)對客戶不誠懇而許多難以彌補的遺憾是常常有的事情,說不定我們也經歷過類(似的情況)。在商場上,(這樣)對客戶不尊重的下場常常是令人無法想像的慘烈。我們常常會心想這樣如些簡單易懂的道理,怎麼還是會有公司犯下這種錯誤呢?

    ★mind-boggling為美國慣用語,參考網頁:http://www.voafanti.com/gate/big5/www.freexinwen.c...

    ★第二段的『experience』與『hear』需拆開來翻譯。『experience』指的是有經歷過,而『hear』指的只是聽過。所以我將這兩個區分開來看!

    ★『level』→引伸為「下場」!

    ★『incompetence』→引伸為「對客戶態度不佳之行為」!

    Responsiveness is ......

    to be addressed.

    →(服務客戶的)熱誠應該成為公司文化的一部份。你們公司(服務客戶)的文化是「有空的時候我就去」這樣子的態度,抑或是「客戶永遠至上,他們的問題都優先處理」這樣子的態度呢?這個是非常重要的觀念,而且必須被定義清楚。

    How would your employees answer these

    questions?

    看看下列的問題,你的員工們會怎麼會答這些問題呢?

    When a ...... is still being

    worked on?

    當有個客戶來電詢問問題並要求你稍後回電告知答案時,無論你已經有答案可以回覆或是要告知客戶問題正在處理中,平均多久你會回電告知客戶?

    If a customer...... calling him/her back?

    如果客戶留話給某位員工請他/她回電,那麼在員工回覆客戶之前的這段(空窗)時間,你認為要要多久呢?

    What are the policies regarding responding to

    customers?

    在回答客戶的問題時,你有什麼樣應對方針?

    How much ...... or angry

    customers?

    關於面對客戶問題時的時間處理與優先順序以及面對棘手或氣在頭上的客戶,你認為員工們需要接受多少的相關訓練之後才足以面對上述的情況?

    At what level ...... problems and inquiries?

    面對客戶的難題與打聽時,你會幫助客戶到什麼樣的程度?

    How well ...... problem resolution is?

    你認為員工對公司的產品(項目)及服務(宗旨),與行政方針及公司對於每個問題的處理過程應具備多少程度的瞭解?

    Setting extremely ......their competition.

    對於客戶(服務)豎立清楚明確的方針是不可獲缺的。有些公司組識可能認為這並不重要,但(因為這樣的認知)這些公司必面臨一定的困難。(相對地),那些已經規劃如何與客戶互惠並給予滿意的回答,且以關心客戶為第一優先宗旨的公司組織(在商場)上已經領先他們的對手一大步了。

    • Commenter avatarLogin to reply the answers
Still have questions? Get your answers by asking now.