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Forget trying to "win." Instead, make the customer feel you're working together to make things right. 不要想着如何“赢”。相反地，要让客户觉得你正在和他一起努力把事情做好。 For all the money you spend training your customer service staff, the essence of what you need them to do boils to five key phrases. Teach them these, and you'll find you'll win back most of your disgruntled customers. 不管你在培训客服人员方面花了多少钱，你需要让他们明白的最本质的东西其实可以概括成五个短语。把这些教给他们，你会发现你将能让大部分不满意的客户回心转意。 Let's start with the most important phrase, which also happens to be the simplest: 那么我们就从最重要的短语开始，当然某些情况下这也是最简单的方式： 1.“I’m sorry.” 1.“对不起。” Oh yeah, your legal team is waving red flags. “We can’t admit fault,” they say. “We should never imply something is wrong.” My response, “Ignore them.” Read on. 啊哈，你的法律顾问正在向你挥舞着红旗。“我们不能承认错误，”他们说。“我们永远都不能暗示说我们把什么东西搞错了。”对此我的回答是“不要管他们。”继续读下去。 Any time a customer is forced to call your support line, your company has likely failed in some way—either the product or service is actually flawed, the documentation wasn’t clear, or the customer’s expectations weren’t well-managed by marketing or sales. | 
