Explaining a Policy Change with Kindness

B10:38

Yesterday, a customer asked about our return policy.

Kahapon, may nagtanong na customer tungkol sa aming return policy.

I knew the answer would disappoint them.

Alam kong madi-disappoint sila sa sagot ko.

We changed the return window last month.

Pinalitan namin ang return window noong nakaraang buwan.

The new rule is thirty days, not ninety.

Ang bagong patakaran ay tatlumpung araw, hindi siyamnapu.

I started with a soft apology.

Nagsimula ako sa malumanay na pasensya.

I said, 'I wish I had better news.'

Sinabi ko, 'Sana may mas magandang balita ako.'

The customer sighed and looked upset.

Bumuntong-hininga ang customer at mukhang sama ng loob.

I paused and let them feel it.

Tumigil ako at hinayaan silang maramdaman iyon.

Then I offered a small solution.

Tapos nag-alok ako ng maliit na solusyon.

I said, 'Here is what I can do instead.'

Sinabi ko, 'Ito ang magagawa ko para sa iyo.'

I gave them a store credit option.

Binigyan ko sila ng option na store credit.

They calmed down and thanked me.

Kumalma sila at nagpasalamat.

Explaining a Policy Change with Kindness

by @josehere