Apologizing When Appropriate <<
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Show Empathy
展現同理心
The following is an example
以下為範例
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Ron is a customer at a computer supply store. He calls one morning to talk with Joe, the manager.
羅恩（Ron）是一家電腦用品商店的客戶。一個早晨他打電話給與經理喬談話。
Joe, I came by the store yesterday at 5:15 p.m. to get some things I needed to finish a job. It was really important that I finish the job yesterday. Your store was closed and I couldn’t get what I needed. I know you close at 5 p.m., but I thought for sure there would still be someone there. It was only 5:15. Some of your staff are usually there past 5 p.m. I didn’t get the job finished and lost a lot of money! I’m never shopping at your store again!
喬，我昨天下午5:15來商店，來找一些我完成工作所需的東西。我昨天的工作真的很重要。您的商店關門了，我找不到我想要的東西。我知道您下午5點關門，但我想肯定會有人在那裡。才5:15。您的一些員工通常在下午5點以後還在那兒，但我沒有完成工作，卻損失了很多錢！我再也不會在您的商店購物了！
Let’s take a look at how Joe might respond.
讓我們看一下喬可能如何回應。
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原文:
I understand how frustrated you must be. In this situation, the company didn’t do anything wrong, so it would not be appropriate for Joe to apologize for the fact that the store closed at the regular posted time. If he says, I’m so sorry we closed at 5 p.m., we really should have stayed open later,it undermines the fact that the store has regular operating hours that are posted clearly on the door and on the company’s website.
翻譯:
我知道你一定很沮喪。 在這種情況下，該公司沒有做錯任何事情，因此對於喬在商店正常營業時間關閉的事實，喬不應該道歉。如果他說：對不起，我們在下午5點關閉，我們真的應該稍後再開門，這破壞了商店的正常營業時間清楚地印在門上和公司網站上的事實。
原文:
Joe needs to determine an appropriate response that acknowledges the customer’s frustration without undermining store policy.
翻譯:
Joe需要確定一個適當的響應，在不損害商店政策的前提下承認客戶的沮喪。
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I’m sorry you lost money on your job, and I understand how frustrating that must be for you. If you would like to come into the store this morning, I would be happy to personally help you locate whatever you might need to finish your job.
對不起，您在工作上賠了錢，我知道那一定會讓您感到沮喪。如果您想今天早上進店，我很樂意親自幫助您找到完成工作所需的一切。
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原文:
In this example, Joe strikes the right balance. He expresses regret that his customer lost money on his job, and also offers to assist him in locating the supplies he needs to finish the job now. However, he does not acknowledge any fault on the part of his company. The company closed at the regular posted time, and the customer arrived too late in the day.
翻譯:
在這個例子中，喬實現了正確的平衡。他對客戶在工作中賠錢感到遺憾，並表示願意幫助他找到現在完成工作所需的用品。但是，他不承認公司有任何過錯。該公司在正常的發佈時間關閉，而客戶當天到達的時間太晚了。
Apologizing When Appropriate <<
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