一封陌生客服的回信
做一名客服不但很繁而且很烦。
不过白晶晶告诉周星驰说，做一名山贼也是很有前途的职业。
我想也许小客服也会有大智慧。
最近，在美国买的服务器访问速度不怎么流畅，听人说，搬迁至另一个机房能够解决这个问题，但当我按自助流程操作时，被提示机房因人满为患已经停止迁入了。我想，反正自己已经有一台位于待迁入机房的服务器了，何不找客服人工处理一下，做个互换呢？把新机器迁入待迁入机房，而把原来的机器迁出，反正都是我的，左口袋到右口袋的事儿。于是我就给客服发了工单，是这么写的：
Dear Tech guru/team,
I have in my account two VPS items, one of which (VPS ID: xxxxx) is now located in DC8. I was wondering if I may migrate it from DC8 to another DC, say DC3, for an exchange of another VPS (VPS ID: yyyyy) moving from DC3 to DC8?
Or maybe to DC(USNJ) so that I may migrate my another VPS (VPS ID: zzzzz) from New Jersey to DC8 in LA?
Currently DC8 is removed from the migration destination list and I couldn’t start the migration by myself. I have compared DC8 and other Data Centers and found it’s amazingly super performance.
I guess if this proposal was feasible and acceptable, it would be the official tech members who could help.
Best regards,
对方的回信让我感受到了一股浓浓的专业气息
Hello,
Our DC8 location is completely full, and we have disabled migrations to DC8 at this time. Please check back in a few weeks, there will be availability. However please note that from the network statistics we are observing, DC3 provides same or better latency to/from China in most cases (with very rare exceptions) – please see latency measurements below:
Additionally, DC3 utilizes Noction route optimization engine, which sometimes may prefer an alternative route, if it finds that the alternative route offers better data throughput. After implementation of Noction in DC3 we are seeing much higher data throughput to China, it is evident from our IP transit network utilization graphs.
Our offers are setup in a way that all order and provisioning procedures are 100% automated, and there is zero human interaction. This allows us to bring the costs down and pass the savings on to customers.
Since your request required manual work, we will not be able accommodate your needs… We apologize for the inconvenience.
For more customization plans an services I would suggest our more upscale offer: http://vpsblast.net
Thank you.
Mia Jay
Bandwagon Host / IT7 Networks
Global service status page https://bwhstatus.com/
Diagnose network-related issues at https://ping.pe/
在以上的这篇客服回复中，先是讲明不能搬迁的原因，再以实际数据表明客户目前的利益并未受损，并告知了技术层面的分析和这样做对于客户利益的维护，最后借机促使客户升级消费。简单的说，一篇好的客服回复包括三步曲：解释原因、维系利益/利益分析、促成消费升级。
做客服难在于只能跟客户“说理”，而不能硬梆梆的拒绝他们。然而有些情形下，当不得不拒绝某个请求时，有智慧的、专业性强的客服给出的回应不但能够解释清楚拒绝的原因，更有可能促成一笔新的业务。