B10:40
A customer called me yesterday, very upset.
昨天有个客户打电话来，非常生气。
Her order got delayed by a week.
她的订单延迟了一周。
She needed it for a big event.
她需要这批货办一场重要的活动。
I said, 'I am really sorry this happened.'
我说，“发生这种事，我真的很抱歉。”
Then I just listened for a few minutes.
然后我静静地听了几分钟。
I did not try to fix it right away.
我没有马上想办法解决。
She needed to feel heard first.
她需要先感到被倾听。
After she calmed down, I said, 'Let me make this right.'
等她情绪平复后，我说，“让我来补救。”
I checked the shipping options quickly.
我快速查了一下运输选项。
I offered to send it overnight at no cost.
我提出免费给她寄次日达。
She was surprised and thanked me.
她很惊讶，向我道谢。
I said, 'I am going to stay with you until it is sorted.'
我说，“我会一直跟进直到问题解决。”
How I handled an upset customer by staying calm
by @tianyu89