售后服务 After-Sales Service shòuhòu fúwù

Dialogues

Dialogues 1

中文

顾客：我的电饭煲坏了，才用了一个月就出现问题了。
客服：您好，请您提供您的购买凭证和产品序列号，我们会帮您处理。
顾客：好的，我的购买凭证在邮箱里，序列号是123456789。
客服：好的，请稍等，我帮您查询一下。
顾客：好的，谢谢。
客服：经查询，您的电饭煲还在保修期内，我们会尽快为您安排维修或更换。
顾客：太好了，谢谢！

拼音

Gùkè: Wǒ de diànfàn bāo huài le, cái yòng le yīgè yuè jiù chūxiàn wèntí le.
Kèfú: Nínhǎo, qǐng nín tígōng nín de gòumǎi píngzhèng hé chǎnpǐn xuèlièhào, wǒmen huì bāng nín chǔlǐ.
Gùkè: Hǎo de, wǒ de gòumǎi píngzhèng zài yóuxiāng lǐ, xuèlièhào shì 123456789.
Kèfú: Hǎo de, qǐng shāoděng, wǒ bāng nín cháxún yīxià.
Gùkè: Hǎo de, xièxie.
Kèfú: Jīng cháxún, nín de diànfàn bāo hái zài bǎoxiū qī nèi, wǒmen huì jǐnkuài wèi nín ānpái wéixiū huò gènghuàn.
Gùkè: Tài hǎo le, xièxie!

English

Customer: My rice cooker is broken, it only lasted a month.
Customer service: Hello, please provide your purchase proof and product serial number, we will help you deal with it.
Customer: Okay, my purchase proof is in my email, the serial number is 123456789.
Customer service: Okay, please wait, I will check it for you.
Customer: Okay, thank you.
Customer service: After checking, your rice cooker is still under warranty, we will arrange repair or replacement for you as soon as possible.
Customer: Great, thank you!

Common Phrases

售后服务

shòuhòu fúwù

After-sales service

Cultural Background

中文

中国消费者通常重视售后服务，良好的售后服务可以提高品牌口碑。

在沟通中，要语气平和，耐心解答顾客的问题。

解决问题要迅速有效，避免拖延。

拼音

Zhōngguó xiāofèizhě tōngcháng zhòngshì shòuhòu fúwù, liánghǎo de shòuhòu fúwù kěyǐ tígāo pínpái kǒubēi.

Zài gōutōng zhōng, yào yǔqì pínghé, nàixīn jiědá gùkè de wèntí.

Jiějué wèntí yào sùnsù yǒuxiào, bìmiǎn tuōyán。

English

In the US and many other countries, good customer service is highly valued.

Customers often expect quick and efficient solutions to problems.

Businesses often use various channels to provide after-sales support, such as phone, email, chat, etc.

Transparency in the complaint resolution process is crucial.

Advanced Expressions

中文

根据国家相关法律法规，我们有义务为您解决问题。

我们会尽最大努力满足您的需求，争取让您满意。

感谢您的理解与配合，我们会持续改进售后服务，提升客户体验。

拼音

Gēnjù guójiā xiāngguān fǎlǜ fǎguī, wǒmen yǒu yìwù wèi nín jiějué wèntí.

Wǒmen huì jǐn zuìdà nǔlì mǎnzú nín de xūqiú, zhēngqǔ ràng nín mǎnyì.

Gǎnxiè nín de lǐjiě yǔ pèihé, wǒmen huì chíxù gǎijìn shòuhòu fúwù, tíshēng kèhù tǐyàn。

English

According to relevant national laws and regulations, we have an obligation to resolve the issue for you.

We will do our best to meet your needs and strive for your satisfaction.

Thank you for your understanding and cooperation. We will continuously improve our after-sales service to enhance customer experience.

Cultural Taboos

中文

避免使用带有侮辱性或歧视性的语言；避免在沟通中过于强势或不耐烦；避免泄露客户个人信息。

拼音

Bìmiǎn shǐyòng dài yǒu wǔrǔ xìng huò qíshì xìng de yǔyán; bìmiǎn zài gōutōng zhōng guòyú qiángshì huò bùnàifán; bìmiǎn xièlòu kèhù gèrén xìnxi。

English

Avoid using insulting or discriminatory language; avoid being too assertive or impatient in communication; avoid disclosing customer's personal information.

Key Points

中文

售后服务需要耐心细致，了解客户需求，有效解决问题，提升客户满意度。

拼音

Shòuhòu fúwù xūyào nàixīn xìzhì, liǎojiě kèhù xūqiú, yǒuxiào jiějué wèntí, tíshēng kèhù mǎnyìdù。

English

After-sales service requires patience and thoroughness, understanding customer needs, effectively solving problems, and improving customer satisfaction.

Practice Tips

中文

多进行角色扮演，模拟各种售后服务场景。

学习一些常用的售后服务术语。

注意倾听客户的诉求，并给予积极的回应。

拼音

Duō jìnxíng juésè bànyǎn, mónǐ gèzhǒng shòuhòu fúwù chǎngjǐng。

Xuéxí yīxiē chángyòng de shòuhòu fúwù shùyǔ。

Zhùyì qīngtīng kèhù de sùqiú, bìng jǐyǔ jījí de huíyìng。

English

Practice role-playing to simulate various after-sales service scenarios.

Learn common after-sales service terminology.

Pay attention to listening to customer needs and give positive responses.