A2–B10:41
I had a difficult talk with a customer.
Saya bicara sulit dengan pelanggan.
Our new policy was not popular.
Kebijakan baru kami tidak disukai.
I had to explain the policy change.
Saya harus jelaskan perubahan kebijakan.
I wished I had better news for her.
Saya harap ada kabar lebih baik.
She looked quite upset then.
Dia terlihat cukup kesal saat itu.
I said, "I know that is frustrating."
Saya bilang, "Saya tahu itu membuat frustrasi."
I also offered, "Here is what I can do."
Saya juga tawarkan, "Ini yang bisa saya lakukan."
It helped a little bit.
Itu sedikit membantu.
Empathy makes a big difference.
Empati membuat perbedaan besar.
Sharing bad news is hard.
Menyampaikan kabar buruk itu sulit.
But honesty is always important.
Tapi kejujuran selalu penting.
I learned to listen deeply.
Saya belajar mendengarkan baik-baik.
Reflecting on a Tough Customer Conversation
by @fajar_26