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Customer service made simple
使顧客服務簡單化
組別：第八組
組員：蔡瑜珊、石紫瑤、丁于真、楊雅筑、
李怡玟、石依庭
角色:李怡玟Joe
石依庭旁白Narrator
石紫瑤Lucy
丁于真Customer
楊雅筑Nate
蔡瑜珊操控電腦
完成日期：100年10月27日
使顧客服務簡單化
New solutions
新的解決方法
Narrator:
Sun Tech Corporation has been gaining a bad reputation
because of poor customer service. To solve the problem,
the company has hired Nate Twain as its new customer
service manager. The new customer service manager,
Nate Twain, has called a meeting of the customer service
department’s staff.
旁白： Sun Tech 公司因為糟糕的顧客服務，而
有不好的評價，為了解決這個問題，公司雇用
了Nate Twain做為新的顧客服務部經理。新來
的顧客服務經理Nate Twain找顧客服務部的全
體職員一起開會(做檢討會)。
Nate: My analysis shows that we’ve been unable to
meet our customer service needs. People who buy
our computers expect service.
Nate：我的分析顯示出我們不能滿足顧客服務需
求，買我們電腦的人所期望的服務。
Joe: But we’re understaffed.
Joe：但是我們的人手不足。
Nate: No. We’re just not productive enough. That’s
why I’m introducing the new Sun Tech Customer
Service Troubleshooting Guide.
Nate：不，我們只是不夠有效率，那就是為什
麼我會導入這個新的Sun Tech顧客服務解決問
題的指南手冊。
Joe: Oh no! Look how thick it is!
Joe：噢不！看它是多麼的厚！
Nate: To solve customers’ problems efficiently, we
must follow detailed procedures. Everything is
thought out in advance.
Nate： 為了有效地解決顧客的問題，我們必須
跟著每個程序，每一件事都需事先考
慮清楚。
Lucy: Procedures?
Lucy： 步驟？
Nate: Yes. And we have separate sections for dealing
with customers by phone, by e-mail,
or in person.
Nate：是的，我們分不同的章節去處理顧客的不
同需求藉由電話、郵件或者面對面服務。
Joe: We can’t predict every problem. One time, I had
a guy say his fish bowl fell over on his keyboard. I bet
that’s not in your book.
Joe：可是我們預測不到每一件問題，有一次，我
有個人跟我說他的魚缸倒在鍵盤上。我打賭這個一
定沒有在你的解決問題的指南手冊當中。
Nate: Unit seventeen, part four, “Crazy Accidents.”
It’s there.
Nate： 單元十七，第四部分，古怪的意外事
件，在這。
Lucy: I once had a woman tell me she had a
problem but didn’t know what it was.
Lucy：有次，一個女客戶告訴我她有問題，但
不知道問題在哪。
Nate: Unit twenty-three, part eight, “Crazy
Customers.”
Nate：單元二十三，第八部分，奇怪的顧客。
Joe: (Whispering to colleague) This is a crazy idea.
Joe：〔低聲的對同事說〕這是個瘋狂的點子！
Nate: Introduction, part twelve, “Complaining
Customer Service Reps.” That’s in the book, too.
Nate：介紹第十二部分，「抱怨的客服代表」那
也在解決問題指南手冊裡面。
Narrator: Lucy and Joe are getting ready to answer
customer service calls.
旁白：Lucy和Joe已經準備好要回覆客服電話。
Lucy: This new troubleshooting guide should make
our job easier.
Lucy：這個新的解決問題指南手冊能讓我們
的工作更容易。
Joe: I think it’s a waste of time. I’m skipping it.
Joe：我認為這是在浪費時間，略過了。
Lucy: Sun Tech Customer Service Department, Lucy
speaking. Your call is being recorded for quality-control
purposes. How can I help you today?
Lucy：這裡是Sun Tech顧客服務部門，我是Lucy。
為了品質控管的目的，您的電話將會被錄音。今天
我可以為您服務什麼嗎？
Customer: My computer isn’t working.
顧客：我的電腦沒辦法運作。
Lucy: Let me see…Step one: Check to see that all
the cables are attached. Next…
Lucy：讓我看看……步驟一：確認所有的電纜已
接上，下一個……。
Customer: My computer’s working now. It’s a miracle!
顧客：我的電腦正在作業，真不可思議！
Lucy: That was easy and fast. Now for the next call.
Lucy：那是很容易和快速的，現在下一位。
Lucy: Five calls, easy as pie. How’d you do without
the troubleshooting guide?
Lucy：五通電話，輕而易舉就幫顧客解決所有問題。
沒有解決問題的指南手冊，你狀況如何？
Joe: Terrible! After twenty minutes, I learned the guy’s
computer isn’t a Sun Tech. He called the wrong number! I
bet that’s not in your silly guide.
Joe: 糟糕 ! 二十分鐘過後，我得知那人的電腦
不是Sun Tech的。他打錯電話了!我打賭那不在
你那可笑的指南手冊裡。
Lucy: But it is, right here. Step three: Ask for the
computer’s brand name.
Lucy：不！在這裡。步驟三：問電腦的廠牌。
Joe: What?! It may be as easy as pie for you, but
I guess it’s humble pie for me.
Joe: 什麼?! 對你來說是輕而易舉的，但是
我想對我來說是種屈辱。
Customer service visit
顧客服務拜訪
Narrator: Lucy and Joe are visiting a customer
who is having trouble with a new Sun Tech server.
旁白：有位顧客的Sun Tech伺服器出問題了，
Lucy和Joe去幫他查看。
Lucy: (Reading) Assure customers that you can
solve their problems.
Lucy：(閱讀)使顧客確信，我們可以解決他
們的問題。
Customer: This server keeps shutting down all
by itself.
顧客：這伺服器一直自己關機。
Joe: Rest assured that we’ll find out why, right away!
Joe：放心，我們會盡快找出問題。
Lucy: Right! We have everything we need-tools,
notebook, and troubleshooting guide.
Lucy：是的！我們有我們需用到的一切：工具、筆
記型電腦和解決問題的指南手冊。
(Later)
Lucy: Step fifteen says, “Replace the hard drive
and boot up with the new one to see if
that solves the problem.”
(過了一會兒)
Lucy：步驟十五：用新的硬碟取代原本的硬碟，
然後重新啟動，再看看問題是否解決。
Joe: OK.
Joe:好的。
Lucy: It says, “Pull out the power cord and slide the
hard drive out.”
Lucy：它說：拔出電源線和滑出硬碟。
Joe: Got it.
Joe：了解。
Lucy: “But first, be sure to turn off the power.”
Lucy：但首先，必須確認關閉電源。
Joe: What?! The power is on!
Joe：什麼！電源是開的。
(Later)
Joe: This guide has had us try everything, but we still
haven’t found the problem.
(過了一會兒)
Joe：這個指南手冊已經讓我們試過每一件事了，
可是我們仍未找到問題。
Lucy: Wait. There’s one more step. Step one
hundred and thirty-two: Wiggle the power switch.
Lucy：等等，還有一個步驟。
步驟132：轉動電源開關。
Joe: OK…hey, it’s loose. The power switch is
loose! If someone shakes the table, that’ll switch
the server off!
Joe：好的，欸它是鬆的，這電源開關是鬆脫
的！如果某人搖動桌子，那將會把伺服器關掉。
Lucy: Why isn’t that step number one?!
Lucy： 這為何不是步驟一呢？
Joe: This guide is good, but I think it needs
some editing.
Joe：這是個很棒的解決問題指南手冊，但我
想它還需要一些修改。
The end.