Customer Service

Would you like to be a king or queen? To have people waiting on you hand and
foot? Many Americans experience this royal treatment every day. How? By being customers. The American idea of customer service is to make each customer the center of attention. Need proof? Just listen to the commercials. Most of them sound like the McDonald’s ad: “We do it all for you.” Actually, not all stores in America roll out the red carpet for their customers. But wherever you go, good customer service means making customers feel special.
你想當國王或皇后嗎？想有人把你服事得服服貼貼的嗎？很多美國人每天都享受著皇室
般的招待。怎樣才能享受到呢？只要是顧客就可以了啊。美式的顧客服務就是使每一個
顧客成為關注的焦點。需要證明嗎？聽聽廣告就知道了。大部份都很像麥當勞的廣告一
樣：麥當勞都是為你。事實上，並不是所有美國的商店都待顧客如同上賓一般。不過無
論你走到哪裡，好的顧客服務就是讓顧客覺得自己獨特無比。
People going shopping in America can expect to be treated with respect from the very beginning. Most places don’t have a “furniture street” or a “computer road” which allow you to compare prices easily. Instead, people often use the telephone and “let their fingers do the walking”through the Yellow Pages. From the first “hello,” customers receive a courteous response to their questions. This initial contact can help them decide where to shop.
在美國逛街，顧客們可以從一開始就享受到受尊重的感覺。大部份的城市不會有「家具街」
或是「電腦路」，讓你可以輕鬆地比價一番；取而代之的是用電話，讓他們的手指頭來代步
「走過電話簿」。從第一聲「哈囉」開始，顧客們的疑問都接收到最殷勤的回答。這個初
步的接觸，可以協助他們決定該到哪兒去採買。
When customers get to the store, they are treated as honored guests. Customers don’t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. In most stores, the signs that label each department make shopping a breeze. Customers usually don’t have to ask how much items cost, since prices are clearly marked. And unless they're at a flea market or a yard sale, they don’t bother trying to bargain.
當顧客們來到店裡的時候，他們會受到貴賓般的款待。他們通常不會看到店員坐在那兒
看電視或是玩撲克牌。相反的，店員會親切地打招呼，並且協助尋找需要的東西。大部
份的商店裡，每個商品分類區清楚的標示使逛街成為一項輕鬆的樂事。由於價錢已清楚
地標示，顧客們通常不需要再問價錢。在美國，除非是跳蚤市場或是舊貨大拍賣，否則
人們不會費事去討價還價的。
When customers are ready to check out, they find the nearest and shortest checkout lane. But as Murphy’s Law would have it, whichever lane they get in, all the other lanes will move faster. Good stores open new checkout lanes when the lanes get too long. Some even offer express lanes for customers with 10 items or less.
當顧客們要結帳的時候，他們會找一個最近、隊伍排得最短的收銀台去結帳。不過根據
莫非定律的說法，不論你排得是哪一列，結果其他列都會前進得比你這一列要快。當結
帳隊伍太長時，好的商家會再開放新的收銀櫃台。有些甚至會為購物項目為十項以內的
顧客，提供快速收銀的服務。
After they pay for their purchases, customers receive a smile and a warm “thank you” from the clerk. Many stores even allow customers to take their shopping carts out to the parking lot. That way, they don’t have to carry heavy bags out to the car.
當他們付錢之後，店員會給予顧客一個微笑和一句溫暖的「謝謝」。有些商店甚至讓
他們的顧客將購物推車推到停車場去，這樣他們就不必提著重重的袋子到車上去了。
In America, customer service continues long after the sale. Many products come with a
money-back guarantee. Expensive items—like cars, computers or stereos—often
have a warranty that ensures trouble-free use for a period of a year or more.
在美國，顧客服務在成交之後仍持續良久，很多貨品都是保證可以退款的，像是車子、
電腦或音響這樣高價位的商品，通常會有保證期限，以保證一年或更久的時間內使用該
產品沒有任何問題。
Advertisements regularly include the motto “Your satisfaction is guaranteed.” So if there is a problem with the product, customers can take it back. The customer service representative will often allow them to exchange the item or return it for a full refund. Here’s a trivia question: Do you know what’s the busiest time for most customer service representatives? The week after Christmas.
廣告中通常會有「保證讓你滿意」的標語。所以產品若是有問題，顧客可以把它送回
去，而客戶服務人員通常會讓他們換商品或是全額退錢。這裡有一個小問題：你知道
什麼時候是大部份顧客服務人員最忙的時候嗎？聖誕節過後的那個禮拜。
For many American customers, service is everything. If a person receives poor service from a store, he probably will avoid shopping there in the future. On the other hand, customers often remain loyal to a business that has excellent service even if their prices are high. Customer service in America grows out of the belief that “the customer is always right.” That may not always be true. But, as someone has said, the customer is always the customer.
對許多美國的顧客而言，服務就是一切，如果有人在某一家店裡受到很糟的服務，他
以後可能就會盡量不再去那家店購物。另外一方面，一家店若提供上乘的服務，就算
價錢高一點，顧客們通常會保持對該店的忠誠度。美式的顧客服務源於一個信念：顧
客永遠是對的。這或許不見得全對，不過顧客永遠都是顧客！


@Word Bank
wait on someone hand and foot (idiom) 盡心竭力地侍候某人
roll out the red carpet (idiom) 熱烈歡迎
initial (adj) 最初的
make something a breeze (idiom) 使某事輕鬆愉快
flea market (n phr) 跳蚤市場

Murphy’s Law (n phr) 莫非定律
express (adj) 快速的；特快的

money-back guarantee (n phr) （不滿意）保證退款
ensure (v) 確保

refund (n) 退款
trivia (adj) 無足輕重的

@The Day's Phrase

This actor went from being homeless to Hollywood
這位男星從無棲身之所翻身打進好萊塢電影圈
Mark moved to America last week? You can't be serious.
馬可上禮拜搬到美國去了？你不會是認真的吧。

How late is too late to stay out?
多晚才算晚歸？

Try to make more time for your family. That's important.
試著多留點時間給家人吧。那很重要。

I can show you where the files are. Come with me.
我給你看那些檔案在哪裡，跟我來。

Mexico's "foot runners" have preserved their culture for thousands of years
墨西哥「奔跑族」保存了數千年來的文化
Do you want some of my grapes? I have plenty.
你要一些我的葡萄嗎？我有很多。

This spring, valley visitors get a taste of simple country living and more
今年春天，到該谷一遊的遊客能嚐到單純的鄉居生活及更多樂趣

You don't have to work this weekend. Take it easy.
這個週末你不用上班，輕鬆一下吧。

What are we waiting for? Let's go right now!
我們還等什麼呢？現在就走吧！

The car is out of gas. Now what?
車子沒油了，現在怎麼辦？

Decisions! Decisions! The constant need to decide may be affecting
the quality of your decisions
做決定！做決定！如果持續不斷地需要做決定，可能會影響到決定的品質

We're late for dinner. Step on it!
我們晚餐遲到了，趕快呀！

Alex Rodriguez was effusive in his praise of the Marlins and their brand new palpark. Is he destined to play in Miami?