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1、第一幕L:Iheardthatyouhavebeenaskedtohandleourcustomercomplaints.Z：Thisjobcanbereallybad.Donotknowwhyalwaysmetodealwithcomplaintsfromcustomers.L：Ithinkyouwereaskedbecauseyouareconcernedaboutbeingcourtesyandpolite.Z：ButcustomersinunreasonableIhavetocontinueto
2、maintainapolite,reallyrequireswell-trainedforthejob.L：Whatkindofchallengeshaveyouhad?Z：Inmanycases,thecomplaintspeoplecallme,infact,Ialreadyknowhowtosolvetheirproblems,theyjustdonotlistentomyspeech,complainedendlesslyabout.L：Youneedtoletthemvent.Z：Vent?W
3、hatisvent?L：Itmeanstoletpeopleexpresstheirfeelingsoremotions.Z：SoIhavetopatientlywaitforthemtoventoutallthegrievancesi?L：That'sright.Don'tinterruptthemevenwhenyouunderstandtheproblemandthesolution.Z：Isitawasteoftime?L：Whenpeopleareangryorupset,theyneedto
4、talkaboutit.Ifyoulistenpatiently,bythetimemostpeoplegettotheendoftheirtirade,theyfeelbetterandarenotnearlysoupset.Z:Customer!L:Iadvancedtopickupthephone,iftherehaveanythingintotheofficetofindme.第二幕Z:MayIhelpyou?C:Yes,Iwouldliketoreturnthisshirt.Z:Alright
5、.Doyouhxdyeyourreceipt?Y:Yes.Hereitis.Iboughtthemlastweek.Z:Andwhyareyoureturningthem?CIboughtittogowithablouseofmine.Butitreallymatch.Z:Isee.Oh,wait.Miss,I'msorry.Thisshirtwasonsale.C:Yes,it’sthirtypercentoff.Z:I'msorry,butwedon'tallowreturnsonsaleitems
6、.C:Iknowmanystoreshxdyethatpolicy.ButIhxdyereturnedsaleitemsherebefore.Z:I'msorry,butweusuallydon'tdoit.Itisourpolicy.C:Ijustboughtthisshirtyesterday.AndIamaregularcustomerhere.Canyoumakeanexceptionthistime?Y：wewanttoseeyourmanager.Z：（对着C）CanIseeyourrece
7、ipt,please?I'msorry,ourmanageronthephonecan'tseeyou.C：here。Y：Yourservicehasalwaysbeenlikethis?Z：Thecustomerisalwaysright,weareheretoserveyou.C：Imeanthisshirtdoesn'tfitme,Imustreturn，Y：Youdonothelpustoreturn,wecomplainaboutinthemallquestionnaireZ：Ihavetot
8、ellyourmanagerbusywiththings,Ihavealsotoldyouthisshirtcannotbereturned.C：Well,Idonotwanttosaytoomuchtoyou,Iwanttoseeyourmanager.IwanttopersonallysaythingstohimZ:Well.Letmetalktothemanagerforamoment.C:Good.Z：Aladywanttoretu
