【玩转外贸英语】不卑不亢做售后

Hey guys,

今天我们来聊聊 " 售后服务（After-sales Services）” 。

要想和客户建立长久稳定的供货关系，售后服务是重中之重。客户通过售后来判断供应商是否可靠、专业。也通过售后服务，建立对供应商的信任。

私以为售后的关键在于解决客户的问题，解决不了的，也需要给客户一个合理的解释。再不行，在与客户共同商议后，给客户合理的赔偿。总之，要了结客户提出的问题。售后最忌讳的是态度不端正，其次是答应客户之后却不了了之。

下面是关于售后服务的情景对话，大家可以参考。

• Hi Mary.I'm calling to talk about the problems we meet when setting up the system.

• 你好,Mary. 我打来是想谈谈我们在系统设置过程中遇到的问题。

• Ok, wait a minute. I'll ask our technician to answer your questions.

• 好的，请稍等。我让一位技术人员来回答您的问题。

• That'll be great, thanks.

• 那太好了，谢谢。

• Hi Joe. This is Lin. I am a technician . Can I help you?

• 你好，Joe，我是技术员小林。有什么能够帮您的吗？

• Oh yes, thanks. When I set up your software in the PC, it asked for SQL server . [SQL=Structured Query Language] I ignored it and went on, but it turned out the software cannot be Installed.

• 是的，谢谢。我在电脑里面安装你们的软件时，电脑提醒需要SQL服务器，我跳过然后继续安装。结果软件没法安装成功。

• SQL server is a must. You have to install it before installing our software.

• SQL服务器是必须的。您在安装我们软件之前必须先安装SQL服务器。

• But where can I get the SQL server?

• 但我在哪儿去找SQL服务器呢？

• You can download it from homepage Of Microsoft.

• 你可以从微软的主页下载。

• Is there any requirement about the version of the server?

• 有没有服务器版本的要求？

• You'd better download the latest version.

• 最好安装最新版本。

• Okay, I'm downloading it now.

• 好的，我正在下载。

• Please install it and then restart your computer.

• 请在安装之后重启您的电脑。

• Okay, it's done. Your software is also installed very well. Thank you very much for your time.

• 好的，成功了。你们的软件也安装成功了，非常感谢。

• Is there any other problems?

• 您还有其他问题吗？

• I haven't tested the products yet. Now that the software is installed, I will start testing the system today. Will let you know if I have any problem. Thank you very much.

• 我还没有测试产品，既然现在软件已经安装成功了，我今天会测试产品，如果有什么疑问再问您，非常感谢。

• It's my pleasure. Please make sure that every light should have their unique IP address if you want to control them from your mobile.

• 不用客气，请确保每一个灯具都有唯一的IP地址，这样您就能通过手机控制它们。

• Yes I understand, I can follow the manual about how to set up the IP address.

• 好的，我明白我会按照说明书上面的提示来设置IP地址。

• Okay.

• 好的。

• May I talk to Mary again?

• 您能叫Mary听一下电话吗？

• Okay. Hold on, please.

• 好的，请稍等。

• Hi Joe. This is Mary.

• 你好Joe，我是Mary。

• Hi Mary. Do you remember our last project? Now we have got some complaints from the clients. They claim that some of the lights cannot be controlled over mobile all of a sudden. How do you think about it?

• Mary，你还记得我们上一个项目吗？我们现在收到了客人的投诉，他们声称有一些灯具突然之间无法通过手机应用来控制。你怎么看？

• I'm sorry about it. We also got the same complaints from other customers. After examining the system, our engineer found that there is a bug in the application, it should be updated.

• 我对此表示抱歉，我们也收到了一些客人的投诉。在仔细检查过系统之后，我们工程师发现手机应用里有一个漏洞，必须升级。

• Can I get the updated application now or should I wait?

• 我现在能拿到升级后的手机应用吗？还是说要等等？

• The updated application is still under testing. We need another week before finishing it. I'm sorry about that.

• 升级后的应用还在测试阶段，我们还需要一周的时间才能完成测试，非常抱歉。

• Well, that's bad. My clients are too impatient to wait for that long.

• 那太糟糕了，我的客户没有耐心等那么久。

• I understand, but if we don't test the updated application for enough time, it might cause problems. So I suggest you to wait.

• 我理解，但如果手机应用没有进行足够时长的测试，那很可能会引起其他的问题，所以我还是建议您等等。