差评处理 Negative Review Handling
Dialogues
Dialogues 1
中文
顾客：我的外卖送晚了，菜也凉了，这差评我必须给！
商家：您好，非常抱歉给您带来了不好的体验。请问您的订单号是多少？
顾客：12345678。菜凉了就算了，关键是还少了一份菜！
商家：不好意思，我们这边马上查一下您的订单详情。请您稍等一下。
商家：经过核实，您的订单确实少了一份菜，我们非常抱歉！您看这样可以吗，我们给您免单，并且下次再送您一份您点的菜，作为补偿。
顾客：好吧，那就算了。
拼音
English
Customer: My takeout was late, and the food was cold. I have to give a bad review!
Merchant: Hello, we are very sorry for the bad experience. What is your order number?
Customer: 12345678. It's bad enough that the food was cold, but a dish was missing!
Merchant: Sorry, we'll check your order details immediately. Please wait a moment.
Merchant: After verification, your order was indeed missing a dish. We are very sorry! How about this: We will waive the charge, and next time we will send you another portion of the dish you ordered as compensation.
Customer: Okay, then forget it.
Common Phrases
差评处理
Negative review handling
Cultural Background
中文
在中国，处理差评要重视客户体验，并尽可能安抚客户情绪。
拼音
English
In China, handling negative reviews requires prioritizing customer experience and soothing customer emotions as much as possible. In the West, transparency and efficiency in resolving issues are often prioritized
Advanced Expressions
中文
针对客户提出的问题，给予更专业的解释和解决方案。
表达更真挚的歉意，例如“我们深感抱歉…”
拼音
English
Provide more professional explanations and solutions to the issues raised by the customer.
Express more sincere apologies, such as "We deeply regret... "
Cultural Taboos
中文
避免使用带有侮辱性或歧视性语言。
拼音
bìmiǎn shǐyòng dài yǒu wǔrǔ xìng huò qíshì xìng yǔyán。
English
Avoid using insulting or discriminatory language.Key Points
中文
处理差评时，要保持冷静和耐心，认真倾听客户的抱怨，并积极寻求解决方案。
拼音
English
When handling negative reviews, maintain calmness and patience, listen carefully to the customer's complaints, and actively seek solutions.Practice Tips
中文
模拟不同的差评场景，练习不同的回应方式。
与朋友或家人进行角色扮演，提升沟通能力。
拼音
English
Simulate different negative review scenarios and practice different response methods.
Role-play with friends or family to improve communication skills.