A20:36
A customer called me yesterday.
昨天有位顾客给我打电话。
She was very angry about a late order.
她因为订单迟到非常生气。
I did not start with excuses.
我没有一开始就找借口。
I said, 'I am really sorry this happened.'
我说：“发生这种事我真的很抱歉。”
Then I listened to her whole story.
然后我听完她整个故事。
She needed to feel heard first.
她首先需要感到被倾听。
After that, I offered a real fix.
之后，我提出了真正的解决办法。
I told her, 'Let me make this right.'
我告诉她：“让我来处理好这件事。”
I promised to stay until it was sorted.
我保证会一直跟进到问题解决。
Her voice became softer after that.
之后她的声音变得柔和了。
We found a quick answer together.
我们一起找到了快速的解决办法。
She thanked me before we hung up.
挂电话前她向我道谢。
晓燕
Calming an Upset Customer: What I Learned
by @xiaoyan48