职场锦囊：把客户惹毛了怎么办？_职场英语

职场锦囊：把客户惹毛了怎么办？

Besides, an apology isn’t a confession of culpability. It’s a statement of compassion. A sincere apology tells your customer that you regret his having to interrupt his day to make that call. An apology defuses the situation and can allow for a conversation in which you get an opportunity to diagnose what went wrong, with the possibility of preventing similar future problems. And, that brings me to the second more important thing to say.

除此之外，一句道歉并不代表你做错了什么。这是一种安慰性的表达。一句真诚的道歉是向你的客户传达你对于他不得不中断工作来打这个电话表示遗憾。一句道歉会缓解紧张的气氛，会给你一个与客户沟通的机会，这样你就可以从沟通中找出是哪里出了问题，也可以避免今后再出现类似的问题。然后，接下来也就是我要说的第二个重要的短语了。

2.“We’re going to solve this together.”

2.“我们一起来解决这个问题。“

When your customers decide to purchase your product or service, they commit to a financial relationship with you. When problems arise, they want to know that you’re willing to listen and aren’t going to run for the door. A positive statement that you are willing to work with them to find a solution, rather than being their adversary, begins a conversation that can be your best insurance against that customer going rogue and blasting you on the Internet.