Some people tell you that what a dissatisfied customer really wants is to have the opportunity to spend his money again.
一些人说一位不满的客户真正所需要的是再次消费的机会。
You may have to resort to this—a refund or perhaps some form of credit.
你或许会求助于—退款或一些信用方式。
However, this may lose a customer and will certainly lose that particular deal.
但是这样会让你失去一位客户并且绝对会失去这比订单。
Try a bit of persuasion—remind your customer why he chose your product in the first place,
尝一下说服客户—提醒你的客户他们首选你们产品的原因，
give him a new one and save him the trouble of making further decisions.
给他一个新产品，帮他省去进一步做决定的麻烦。
It's often the case that a complaint about faulty equipment really means the customer is doing something wrong.
通常，投诉设备出现问题，其实可能是客户操作有误。
Of course, considerable tact is called for when this happens—don't make them feel foolish.
当然，发生这种情况要机智应对—不要让客户觉得自己很傻。
What they need is some guidance—and this should be provided without further cost.
他们所需要的是一些指导—指导应该是免费提供的。
Make sure any damage done has been put right, and then set up the familiarisation session.
确保任何已发生的损害以得到修复，然后让客户熟悉操作流程。
Problem solved, customer happy, equipment saved from any more misuse.
问题得到解决，客户开心了，设备免于误用。