03 倾听 愤怒 感激
我是你们当当网的忠实顾客,在你们网上买书很多年了,一直合作很愉快。但是2014年开头,却让我对你们网站的服务大失所望。我于1。18日在你们网上买了三本书,到今天20xx.2.8号仍然没有收到货,不知道是不是我太为别人着想,应该两三天到的书,也就是1。20左右在快递还没有过年放假之前就能收到的书,在过完年后依旧没有收到。更过分的是,今天我看到系统自动显示我已经收货,离我下单到今天整整25天。
在没有收到书的情况下我无奈拨打了你们的客服,要求退款并要求给出解释和补偿,你们的“敬业”的工作人员在了解了我的情况后,一位男性工作人员跟我说,可以退款,五个工作日退到我的支付宝,我问他就这样,他说是的,因为我地址没有写清楚,少了写路,只有哪个区区号,几弄,几号,所以快递不能送。
我想问,我没有留联系方式吗,整整25天,你们的配送公司在年前货物抵达仓库后,也没有打过电话给我。在过年之前,大约1。24日左右,我有致电给你们那家快递公司,因为物流信息显示20xx.1.19日已经到快递公司仓库了,但是电话无人接听,考虑到过年快递休息,我没有投诉你们,也没有出声,一直想等过年结束,快递上班就能到了吧。
结果是:没有收到货,说我已经收货。打投诉电话,结果是,因为我地址不清楚,不能送货,要退款可以。那位“敬业”的工作人员给予我这样的'答复后,说如果你要投诉的话,你直接投诉吧,我这里不能帮你转机。这个是你们网站对待忠实客人的态度吗?请问对于买卖双方你们的诚信何在?在客人地址有误之后,在25天内居然也没有电话联系,货物没有送达,就显示货物已经送到客人手中,这个是什么逻辑?在客人投诉后,能够做到这么轻妙淡写回答?请问,我还有什么理由要在你们的网站购物呢?对于你们网站和快递公司的态度,我不太明白。希望CEO好好管理以下你们的网站的服务人员素质以及你们网站的健康运营。
你们的顾客:xx
20xx.2.8
指责、批评、评论其实暗含着我们对他人期待。其实是在间接的表达我们尚未满足的需求。如果通过指责的方式表达,对方常常会申辩或反击。所以最好的方法是直接说出我们的需求。
Dear Mike,
You asked me about the present situation of the public transportation in Wuhan in the last letter.
Now, I will communicate the action of the government and my opinion with you.
Firstly, the price of the bus has been cut down, which is very important, I think. Encouraging people to take bus can solve the biggest problem--too much people.
Another way is to develop the bike rental. As we know, car is much bigger than the bike obviously. Driving a car takes up much more place than cycling. So, developing the bike rental is an absolutely correct way to prove traffic circumstances.
Besides, government also builds 4 subway lines under the central of the city and increases the number of the taxis.
In my opinion, all the action above is useful. When the actions above are all finished, the city will be more perfect.
Yours,
Li hua
Dear everyone,
Hello,everyone.Recently our school is going to hold the First Joke Contest.Our students can benefit a lot from attending this.It provides us a opportunity to improve our English speaking and listening skills.At the same time we are able to learn more about British culture.
Meanwhile,each competitor must pay attention that you had better speak fluently without notes.Whats more,your performance should take no more than five minutes.
Aside from a slew of performances and competition, attendees will have an opportunity to win a prize from the lucky draw. You are welcome to join us and actively participate in this competition.
Yours,
Li Hua
最后总结一下,非暴力沟通教给我们用“我观察到……我感觉……是因为……我请求”的方法既表达了自己又帮助他人,更不会用言语伤害别人。所以下一次沟通请记住:讲事实、讲感受、说原因、提请求。
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