The service recovery 场景学习单

A client waits beside an empty chair reserved for a sponsor who never arrived.

客户坐在一张空椅旁，那张椅子原本留给未曾出现的赞助商。

AGENT

The sponsor changed schedules without telling us. There was nothing I could do.

赞助商没有通知就改了日程。我也无能为力。

CLIENT

Repair begins with the missed promise, not with the excuse.

修复关系要从未兑现的承诺开始，而不是从借口开始。

AGENT

I promised a meeting and you lost a training morning. I should have confirmed attendance before asking you to travel.

我承诺了会面，而你失去了一个训练上午。我本应在让你出发前确认对方出席。

AGENT

I will recover the travel cost today and offer two verified meeting times. I cannot promise which proposal they will accept.

我今天补偿交通费用，并提供两个确认过的会面时间。我不能保证他们会接受哪项提案。

The agent writes the reimbursement and confirmation steps before making another call.

经纪人在再次打电话前，先写下补偿和确认步骤。