الإنجليزي للأعمال والبنوك والمحاسبة · الدرس 5 من 6
خدمة العملاء والشكاوى بالإنجليزي
الترحيب، فهم الطلب، شرح المنتجات، التعامل مع العميل الغاضب بطريقة LAST، وإنهاء المحادثة باحتراف.
طريقة LAST للشكاوى
| الخطوة | العبارة |
|---|---|
| Listen استمع | Please tell me what happened. |
| Apologise اعتذر | I'm really sorry for the inconvenience. |
| Solve احلّ | Here's what I can do for you right now… |
| Thank اشكر | Thank you for bringing this to our attention. |
مثال: حوار في الفرع
Customer: My card was blocked and nobody told me why!
Teller: I'm really sorry about that. Let me check your account right away. … It looks like it was blocked after three wrong PIN attempts for your security. I can unblock it now if you confirm your identity. Could I see your ID, please?
Customer: Sure, here you are.
Teller: Thank you. Your card is active again. Is there anything else I can help you with today?
Teller: I'm really sorry about that. Let me check your account right away. … It looks like it was blocked after three wrong PIN attempts for your security. I can unblock it now if you confirm your identity. Could I see your ID, please?
Customer: Sure, here you are.
Teller: Thank you. Your card is active again. Is there anything else I can help you with today?
لا تقل It's not my fault أو That's our policy فقط. اشرح السبب واعرض حلًا.
الخلاصة
- استمع ثم اعتذر ثم احلّ ثم اشكر.
- اعرض حلًا عمليًا.
- اختم بسؤال هل هناك شيء آخر.
الكلمات المفتاحية: