Name: 如何提供卓越的客戶服務？聽聽專家怎麼說！(The Secret to GREAT Customer Service | Simon Sinek)
Uploaded: 2025-06-09T21:01:30.000Z
Duration: 1 min 50 s

過去簡單式

Customers talk about they have great service or bad service if they got what they wanted or didn't get what they want, right?

如果顧客得到了他們想要的東西或沒有得到他們想要的東西，他們就會談論他們的服務是好是壞，對嗎？

未來簡單式

Let's say I'm on a business trip and my work is done early and I want to go home to my family.

比方說，我正在出差，工作提前完成，想回家與家人團聚。

I check the website, I see that there are there's flights available on the earlier flights, let's call it a day early.

我查看了網站，發現有早班班機，就提前一天吧。

And so I call the airline and I say, "Hey, I'm done early, I'd really love to get home to my family,

我給航空公司打電話說，「我提早結束行程了，我很想回家和家人團聚，

I see that you've got availability in the earlier flight, can I get on that flight?"

我看到你們有較早班機的空位，我能搭乘那趟班機嗎？」

And the agent says, "I'm sorry, you have the wrong class of ticket. I can't change your flight."

售票員說，「很抱歉，您買錯了艙位。我不能幫您更改班機。 」

"I'm happy to pay a fee, I'm happy to pay whatever it is, please can I get on that flight?"

「我很樂意支付費用，我很樂意支付任何費用，請問我能搭乘那趟班機嗎？」

"I'm sorry, sir, I told you you have the wrong class of... you have the wrong class. I can't book you. You have the wrong status flight.

「抱歉，先生，我告訴過你，你的艙等不對。我不能給你訂票，你的艙等不對。

There's nothing I can do, the computer won't let me do it. Okay?"

我無能為力，電腦不允許我這麼做。好嗎？」

我現在恨死那家航空公司了，對吧？

好吧，讓我們重來一遍。好嗎？

"Hi, I'm done early, love to go home. I see you have availability, can I get on that flight?"

「嗨，我提早結束行程了，很想回家，我看到你們有空位，我能搭乘那趟班機嗎？」

"Sir, I want to get you home to your family.

「先生，我想送你回家和家人團聚，

Here's the problem. Your ticket is [in] the wrong class and so the computer won't let me, but let me see what I can do.

問題是，你的艙等不對，所以電腦不允許我這樣做，但讓我看看我能做些什麼。

I really want to get you home to your family."

我真的想送你回家和家人團聚。」

(Click, click, click, click, click, click, click, click) That didn't work.

(Click, click, click, click.) That didn't work.

"Sir, let me talk to my supervisor. I'm determined to get you home to your family."

「先生，讓我跟我的主管談談，我決心讓你回家和家人團聚。」

"Sir, I talked to my supervisor. We've tried like six different things, there's nothing I can do. I am so, so sorry. I just cannot get you on that earlier flight."

「先生，我和我的主管談過了，我們已經試了六種不同的方法，我無能為力，我非常非常抱歉，我沒辦法讓你搭乘早些時候的班機。」

I now love that airline even though I didn't get what I want.

雖然我沒有得到我想要的，但我現在喜歡上了那家航空公司。

And that's what it feels like when someone cares.

It doesn't mean we always get what we want,

這並不意味著我們總能得到我們想要的東西，

but what we get is somebody who understands and cares about what we're trying to accomplish.

但我們得到的是有人理解並關心我們想要實現的目標。

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如何提供卓越的客戶服務？聽聽專家怎麼說！(The Secret to GREAT Customer Service | Simon Sinek)

scenario

determine

consider

accomplish