When a customer complains, it's important to be sympathetic, but business-like as well.[qh]
当客户抱怨时，同理心很重要，但高效也一样重要。[qh]
Do apologise, of course, and then, taking a personal interest in the way the equipment will be used,[qh]
当然要道歉，然后对设备使用方式表现出兴趣[qh]
suggest a newer, more recent model rather than simply replacing the original one.[qh]
向客户推荐一款新设备，而不是简单地替换掉原来的那一款。[qh]
This is often a good solution, because it not only deals with the complaint,[qh]
通常这是一种很好的解决方法，因为这样不仅解决了投诉问题[qh]
but also the client feels they've got away with a bit extra to make up for the inconvenience.[qh]
还让客户感到他们得到了额外的收获弥补了之前的不便。[qh]
I don't think all complaints can be dealt with in the same way.[qh]
我认为不是所有投诉都能用一种方法解决。[qh]
Basically, you've got to solve the immediate problem to try to keep the customer's confidence.[qh]
你主要是要立即解决问题，保持客户的信心。[qh]
Sometimes guaranteeing your product for a longer period can be a good way to do this.[qh]
有时延长产品保修期是一种很好的方法。[qh]
Fix what's wrong as quickly as possible and show you're prepared to do so a second time if necessary.[qh]
尽快修复问题，并表态，如有需要，下次出现问题也会及时解决。[qh]
Point out that the customer won't have any worries, at least not until they need an upgrade.[qh]
向客户指明，他们不必有任何担心，至少在下次需要更新前不必担心。[qh]