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Expressions for handling complaints 處理抱怨
Apologize 道歉
I appreciate your letting me know about that.
I'm sorry for any inconvenience.
Please accept our apologies.
I'll let my manager know.
I understand your frustration.
Resolving the inconvenience 解決對方的不滿
Here's a coupon to make up for your trouble.
We'll sort that out for you right away.
I'm going to see how we can make this better for you.
Expressions for resolving conflict 解決衝突
Identify disagreement 點出雙方意見不合
I think you may have misinterpreted that.
I'm sorry we got off on the wrong foot.
I don't think we have all the information.
Please don't take that the wrong way.
I understand where you're coming from.
Moving forward 促進下一步溝通
I think we can work this out.
I think we can find a compromise.
Should we get a third opinion?
I'm sure we can reach an agreement.
We should revisit this at another time.
雙人對話時間:
- Complaint : The supplier sent you the right product, but of the wrong size.
- Complaint : The iPhone you purchased did not come with charging cables as advertised
- Conflict : Your colleagues accused you of spreading rumours about them.