How I explained a tough policy with empathy

A2–B10:38

A customer asked for a refund.

May customer na humingi ng refund.

Our policy said no cash back.

Ayon sa patakaran namin, walang cash back.

I knew she would be upset.

Alam kong magagalit siya.

I took a deep breath.

Huminga ako nang malalim.

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

Sinabi ko, 'Sana mas maganda ang balita.'

She frowned but listened.

Nagkunot siya ng noo pero nakinig.

I explained the policy clearly.

Ipinaliwanag ko nang malinaw ang patakaran.

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

Pagkatapos, sinabi ko, 'Ito ang kaya kong gawin sa halip.'

I offered a store credit.

Nag-alok ako ng store credit.

I added, 'I know that is frustrating.'

Dinagdag ko, 'Alam kong nakakabigo iyon.'

Her face softened a little.

Medyo lumambot ang mukha niya.

She agreed to the credit.

Pumayag siya sa credit.

How I explained a tough policy with empathy

by @miguel_96