B10:35
Yesterday, I had to tell a customer about a new policy.
Kahapon, kailangan kong sabihin sa isang customer ang tungkol sa bagong patakaran.
She was not happy about the change.
Hindi siya natuwa sa pagbabago.
I said, 'I wish I had better news.'
Sabi ko, 'Sana mas maganda ang balita.'
Then I explained why the policy changed.
Pagkatapos, ipinaliwanag ko kung bakit nagbago ang patakaran.
I kept my tone calm and steady.
Nanatiling kalmado at matatag ang aking tono.
She said, 'That's really inconvenient.'
Sabi niya, 'Ang inconvenient naman niyan.'
I acknowledged her feelings right away.
Kinilala ko agad ang kanyang nararamdaman.
I said, 'I know that is frustrating.'
Sabi ko, 'Alam kong nakakabigo iyan.'
Then I offered a small discount as a help.
Nag-alok ako ng maliit na discount bilang tulong.
I told her, 'Here is what I can do instead.'
Sinabi ko, 'Ito ang magagawa ko para sa iyo.'
She calmed down and accepted the offer.
Kumalma siya at tinanggap ang alok.
In the end, she thanked me for listening.
Sa huli, nagpasalamat siya dahil nakinig ako.
Looking Back at a Tough Policy Talk
by @angel80