BEN的IT英语训练营文字版 2
接着上篇,并不是每个技术支持每一刻都能够立刻帮助用户,事情都有轻重缓急, 这一篇来看看如何告知客户你手头正有事情, 无法马上帮助他们。
User: Hi, can you help me out?
Helpdesk: Sure. What can I do for you?
User: I just accidently deleted one of my documents!
Helpdesk: Sorry to hear about that(1).
User: Can you help me restore(2) the file. It's very important to me. I need it for the meeting this afternoon.
Helpdesk: Don't worry. We have backup so we should be able to get everything back for you. But we need to setup a conference room for board meeting which will start after 30 mins. Last minute decision(3), you know. But once that's done, I will work on your issue!
User: Great, as long as you can restore it before noon. Board meetin obviously has higher priority(4).
Helpdesk: Yeah. Thanks for your understanding. What is your extension so I could give you a call once I am done the conference room setup. Then we could talk about some details.
User: Sure, this is Jasmine at extension 3337.
翻译:
用户:你好, 你能帮帮我么?
技术支持:没问题, 有什么需要帮助?
用户:我不小心删除了我的一个文件
技术支持:那可真糟糕
用户: 你可以帮助我还原这个文件么?它很重要, 我今天下午的会议需要用到它!
技术支持:别担心。 我们这里有备份的, 应当能够还原的。不过30分钟后董事会有一个紧急的会议,我们现在正要去布置会场。 那边一弄完我就会来帮助你。
用户:那太感谢你了, 只要你能够在中午之前帮我还原就好了,董事会议显然更重要些
技术支持:好的,谢谢你的理解。你的分机号是多少,我那边忙完就打电话给你我们可以详细谈。
用户: 不客气, 我是Jasmine, 我的分机号是3337。
注释与总结:
(1):适当的对用户表示同情能够拉近你们的距离
(2):Restore: 还原的意思
Backup and Restore - 备份与还原 网络管理员必须知道的两个词
restore 可以restore file 文件, 也可以是整个系统: restore a system
(3): last minute decision: 临时的决定, 最后一分钟做的决定, 挺形象的说法
(4): priority - 优先级
总结: 当你不能马上为用户服务的时候,你的借口最好有更高的优先级。
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