B10:34
A client called me yesterday, very upset.
昨天一位客户打电话来，非常生气。
Her order was delayed for the third time.
她的订单已经第三次延误了。
I took a breath before I answered.
我回答前先吸了口气。
I said: 'I am really sorry this happened.'
我说：“真的很抱歉发生这种事。”
She paused. Her tone softened a little.
她停顿了一下，语气稍微缓和了。
I did not jump to solutions.
我没有急着给出解决方案。
I let her vent for two minutes.
我让她发泄了两分钟。
Then I said: 'Let me make this right.'
然后我说：“让我来补救。”
I explained what I could do.
我解释了我能做什么。
I promised to stay with her until it was sorted.
我承诺会陪她直到问题解决。
She thanked me before hanging up.
挂电话前她向我道谢。
Listening first really works.
先倾听真的管用。
欣怡
Staying calm with an upset customer
by @xinyi_52