安抚投诉，给出解决方案
客户的货晚了一周,电话里他来质问。道歉、说原因、给方案。
这一场你能练到
- 能按「认期待 → 说原因 → 给方案 → 定跟进」四步安抚一个发火的客户
- 能不辩解、不抢白,让方案先到
本场景文章
文章默认收着 —— 先自己说，卡住再点开对照。展开不创建练习，随时收起。
场景词伙 · 7 条(动词搭配为主)
every right to expect主推
完全有理由期待
道歉说到点子上:承认对方的期待是合理的,不辩护。
You had every right to expect the delivery on Monday.
missed it by
差…(多久/多少)才达成
把差距说具体,by a week 比 a lot 可信。
We missed the deadline by a week, and I own that.
is on us主推
是我们的责任
背锅的正式口语。the delay is on us,不说 I am sorry only。
The extra customs hold is on us — we should have caught it earlier.
here is what I can do主推
以下是我能做的
投诉从道歉过渡到方案的口号句,句型感强、功能清晰。
I'm sorry — here is what I can do to make it right.
moved to the top of主推
提升到…的最优先
补救要具体到动作:升级到什么位置。
I have moved your order to the top of tomorrow's shipping list.
make it right主推
把事补救到体面的程度
投诉闭环的动词短语:补偿到位,不是只道歉。
We missed the date — let me make it right with a credit.
give you a credit
给你退一笔补偿
给补偿的说法:credit = 抵扣/退款,比 discount 用在这语境更准。
I would like to give you a credit for the delay.
句型 · 换个话题也用得上
You had every right to expect [expectation].
你完全有理由期待…(事项)
I have [already action] and [compensation].
我已经…(动作),并…(补偿)
I will call you [when] with [detail].
我会在…(时间)带着…(信息)打电话给你
这一场 AI 会围绕本场景词伙递话:你想用哪条用哪条,用上算数、不用不算错; 词伙点开能听例句,聊完总账看用上几条。
开口第一句(示范)
I'm really sorry about the delay — let me tell you what happened, and then what I can do to make it right.
接通后直接说,不用等提示音;说错会当场把正确说法念给你。