该商店已承诺给顾客不满意的任何货物退款。
The store has promised to take back any unsatisfactory goods.
我当首席执行官的时候，放弃DVD销售业务使我非常紧张，而我承担的风险不过是疏远成千上万顾客而已；里德现在表现出，他敢于做正确的决定，哪怕这会使几千万顾客不满。
But what is truly mindblowing, is that when I was CEO trying to screw up my nerve to walk away from selling DVDs, I risked alienating tens of thousands of customers.
对此，我深感不满，因为我多年来一直是贵店的忠实顾客，在此事件之前，从来没有过任何投诉。
I felt really upset, for I have been a loyal customer of your store for many years and until this incident, never have had any complaints.
今天来看下处理愤怒顾客的重要部分：表示同感。同感类似于同情——那意味着对顾客的不满表示理解。
We'll see that a very important part of handling angry customers is showing empathy: empathy is similar to sympathy - it means showing that you understand the customer's pain.
能够使顾客满意、员工忠诚的公司能够持续地盈利；而顾客和员工都不满意的公司通常利润在不断下滑、股票价格也很低。
Profitable firms are those withsatisfied customers and loyal employees; firms with dissatisfied customers anda disgruntled workforce are more likely to have declining profits and a lowshare price.
每个感到满意的顾客都可以助你的企业乘风破浪，但每个不满的顾客都有可能让你的业务蒙受损失。
Every satisfied customer is now a booster for your company and every dissatisfied customer potentially can hurt your business.
如果在线书店提供在线支付，要是你交付的软件缺乏适当的安全性或是经常变动用户界面，书店的顾客就会不满意。
If the online bookstore offers online payment, customers of the bookstore won't be happy if you deliver the software without security in place, or with an ever changing user interface.
在线购物的另一个问题是顾客可能对其购买的商品不满意。
Another concern for online shopping is the situation where a customer is dissatisfied with his or her purchase.
人们可能喜欢餐馆的模式，但如果顾客对服务和烹饪不满意的话，他们就不会再来了。
People may like the concept [of the restaurant], but if the dining experience is not satisfactory, people will not come back.
当前，绝大多数公司在面对顾客通过社会媒体表达种种不满时，都显得准备不足。
Most companies are barely prepared to deal with unhappy customers who use social media to air their gripes.
这种短期休假方式以那些想培养员工团队精神的公司为目标顾客，而法国一个援助无家可归者的慈善机构对此表示了强烈不满。
The mini-break, which has come under fire from a French charity for homeless people, is aimed at companies wanting to instill a team spirit in staff.
在参加了我们的课程之后，米加国际出版公司的销量急剧上升，这表明不满意的顾客数量显著下降。
Since taking advantage of our program, International Mega-Publishing has seen a sharp increase in sales, an indication that the number of their disgruntled customers has declined significantly.
组织如何确定顾客满意、不满意和忠诚？
HOW do you determine CUSTOMER satisfaction, dissatisfaction, and loyalty?
如何将顾客满意和不满意的信息用于改进？
HOW do you use CUSTOMER satisfaction and dissatisfaction information for improvement?
令我方顾客十分不满的是，你方第一批交货的质量与规定不符。
To the great dissatisfaction of our customers, the quality of your first shipment is not in conformity with the specifications.
因此，顾客时常对此表示不满，抱怨经营承包范围和产品的单一，营业场地狭窄，及过时的装修等。
Therefore, customers often express their dissatisfaction, complaining about the limited service and product, narrow space, and out dated decoration, etc.
家乐福今年比其他的竞争对手，如Leclerc和Intermarché 提前几个月将商品价格的上涨转嫁给消费者，引起了顾客的不满。
This year Carrefour passed on commodity-price rises to consumers several months before its rivals, such as Leclerc and Intermarché. Shoppers objected.
顾客是否会心生不满？
日本的电子设备制造商欧姆龙，销售代表通过从客户使用的角度来发现未解决的问题以寻求改善产品的机遇；他们拜访顾客，征询方方面面的问题，并密切观察产品让客户不满意的地方。
At Japanese electronics maker Omron, sales representatives identify product development opportunities by finding customers' unsolved problems; they ask broad questions and observe what doesn't work.
在与顾客接触的时候，你就具有使顾客满意或者不满意的能力。
You have the ability to either satisfy or dissatisfy them when you contact them.
国外一家公司声称对不满意顾客提供全部赔偿，公司为此付出了代价，但收入却直线上升，员工的流动率也从117%降至50%。
A foreign company claims to dissatisfied customers to provide full compensation, the company paid the price, but revenue is soaring, employee turnover rate is from 117% to 50%.
国外研究表明：不满意的顾客会把不满意告诉22个人，而满意的顾客只将满意告诉8个人。
Foreign research shows that: the dissatisfied customer will tell 22 people are not satisfied with, and a satisfied customer will tell 8 people satisfaction.
如何使顾客的不满意、重复惠顾及顾客推荐(适用时)的流失减至最小？
HOW do you minimize CUSTOMER dissatisfaction and, as appropriate, loss of repeat business and referrals?
采取必要行动，及时有效的处理顾客的不满，适当的时候告知关爱热线经理或宾客关系经理。
Handles complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager for follow up, where appropriate.
区别顾客意愿中的“不满”和“不愉快”。
Distinguish between "dissatisfied" and "apprehensive" in customer readiness.
采取必要行动，及时有效的处理顾客的不满，适当的时候告知其他宾客服务经理。
Handles complaints promptly and efficiently, taking the necessary action, and informing other Guest Service Managers for follow up, where appropriate.
市场条件的变化，预算的削减，人员结构的调整和其它许多影响因素都会打破最佳计划，同时导致顾客的不满和员工的气馁。
Shifting market conditions, budget cuts, staff restructuring, or any number of influences will disrupt the best plan while contributing to customer dissatisfaction and staff discouragement.
市场条件的变化，预算的削减，人员结构的调整和其它许多影响因素都会打破最佳计划，同时导致顾客的不满和员工的气馁。
Shifting market conditions, budget cuts, staff restructuring, or any number of influences will disrupt the best plan while contributing to customer dissatisfaction and staff discouragement.
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