对啊网：如何做一个“零投诉”的客服
客服人员是每一家企业最重要的岗位之一，一名好的客服往往能够第一时间解决客户的问题，避免投诉。那么一名客服应该如何进行沟通才能够真正达到这样的效果呢？
When you're on the line with someone like Valerie Zhou, there's no question this customer service agent will help you.Zhou told us some tips on knowing if you're talking — or chatting electronically — with a helpful agent.
对啊网译：
当你在网上遇到一些问题时，瓦莱利·周一定会及时为你解答所有困惑。作为一名优秀的客服，周给了我们一些如何做好这项工作的建议。
they're fast.
The best agents move at 2X speeds, Nothing is more frustrating for customers than connecting with a customer service agent that doesn’t have access to account information or has no record of a previous customer service call, It's part skill, part software. The skill is knowing which buttons to push; the software is a reliable system that lets the agent fix a problem quickly.
对啊网译：
他们非常迅速
最好的客服往往以比别人快两倍的速度进行反应，没有什么比与在接通客户服务时的等待更让人沮丧的了。客户服务代理无法访问帐户信息或没有以前的客户服务呼叫记录这只是技术问题。其关键在于知道要按哪个按钮。软件是一个可靠的系统，它可以让代理快速解决问题。
They're patient
That's the quality Sarah McConomy looks for in a prospective customer service agent. "Agents have to be calm at all times and have an ability to remain patient with every call, email or live chat," says McConomy, who has run call centers for the last decade and currently handles marketing, an electronics company. Impatient agents don't last long in this business.
对啊网译：
他们很有耐心
这正是莎拉·麦科诺米在未来的客户服务代理中所追求的最高品质。”代理商必须时刻保持冷静，并有能力在每一个电话、电子邮件或实时聊天中保持耐心，”麦科诺米说，他在过去十年里经营着呼叫中心，目前负责一家电子公司的市场营销。不耐烦的客服在这行干往往不了多久。
They're problem-solvers
In the words of Stephen Hensley, they're "solutions-oriented." He says a good agent "must be able to provide a series of yeses when working with customers. "For example, if a product is out of stock, the agent shouldn't say, 'We'll have it back in stock soon,'" says Hensley, who runs a customer service consultancy. "The agent should say something like, 'I know that's out of stock; however, let me tell you about one that's just as good and has a couple of more features.'" The more solutions, the better the agent.
对啊网译：
他们是真正解决问题的人
用斯蒂芬亨斯利的话说，他们是以解决方案为导向的。一个好的客服在与客户合作时必须能够提供一系列的服务。他经营着一家客户服务咨询公司。例如当产品缺货时，客服应该说这样的话：“我知道这已经缺货了；不过，让我来告诉你一个同样好并且有更多功能的产品。”解决方案越多，证明客服人员能力越强。
