B10:54
The customer called about a late delivery.
El cliente llamó por una entrega tardía.
She wanted a refund, but the policy said no.
Ella quería un reembolso, pero la política decía que no.
I took a deep breath before answering.
Respiré hondo antes de responder.
I said, "I wish I had better news for you."
Dije: "Ojalá tuviera mejores noticias para ti."
Then I explained the policy simply and clearly.
Luego expliqué la política de forma simple y clara.
She started to argue, and I listened.
Ella empezó a discutir, y yo escuché.
I acknowledged her frustration with honest words.
Reconocí su frustración con palabras honestas.
"I know that is frustrating," I told her.
"Sé que eso es frustrante," le dije.
Then I offered, "Here is what I can do instead."
Luego ofrecí: "Esto es lo que puedo hacer en su lugar."
I gave her a discount on her next order.
Le di un descuento en su próximo pedido.
Her voice softened, and she thanked me.
Su voz se suavizó y me agradeció.
I learned that honesty builds trust.
Aprendí que la honestidad genera confianza.
TO
Explaining a Policy with Empathy: How I Handled It
by @tomas81