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Apologizing When Appropriate

適當道歉

原文:

Another effective customer service principle is to apologize when it is appropriate. There are two types of apologies. One type is used when the employee is taking ownership of a problem and apologizing for something that his company did or did not do:

翻譯:

另一個有效的客戶服務原則是在適當的時候道歉。道歉有兩種類型。當員工對某個問題承擔所有權並為公司所做或未做的事情道歉時，使用一種類型：

I am sorry that I did not call you back yesterday to follow up
很抱歉昨天我沒有給您回電話以跟進。

I am sorry that our company did not ship the product that you ordered.
對不起，我們公司沒有發貨您訂購的產品。

原文:

It is always appropriate to apologize for errors that your company has made and to try to resolve them to the best of your ability. It is especially important to apologize to a customer who has become angry or frustrated about the situation.

In some cases, the customer is angry about a situation that is really not the company’s fault, and that may not be something that the company can resolve at that point in time. In these situations, it may be appropriate to offer kind and sympathetic words that sound somewhat like an apology in order to defuse the situation. Examples of this might include:

翻譯:

對於您的公司所犯的錯誤，並儘力解決這些錯誤，總是很抱歉的。向對這種情況感到生氣或沮喪的客戶道歉尤其重要。

在某些情況下，客戶會對確實不是公司的過錯的情況感到生氣，而這種情況可能不是公司當時可以解決的。在這種情況下，為了緩解這種情況，可能應該提供聽起來像道歉的友善和同情的詞。例如：

I am so sorry that you are frustrated.
對不起，您感到沮喪。
I am sorry that happened to you.
對不起，這件事發生在你身上。

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