15Mins Live Podcast - 職場系列 – 面對抱怨與衝突高頻句 Expressions for complaints and conflict

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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.