“ Hi, this is Sasha,” a young woman sang out as the customer service line was finally connected. “ How can I help you today?” Her tone annoyed me. I was in no ____1____ for pleasantries ( 客套) .
My friends and I made a dinner reservation at a fancy restaurant. The skirt I’d ordered from this company would be ____2____ for it. This was the third time I’d ordered. And the third time I’d received the wrong item! Someone had to ____3____ this!
“ Is this how you treat a 20-year customer?” I demanded. “ I’ve never seen such terrible ____4____. It’s a real shame, Sasha!”
Finally, I drew a breath and waited. After a moment, she ____5____, not in kind but in kindness. “ I am so sorry, Ms. Messner. I will go to find the correct skirt myself. Can I put you on hold briefly?”
Soon enough, I heard her same calm voice again, “ I just consulted my manager. We’ll send the skirt to you at no ____6____ and refund your money in full. Also, you’ll find a ＄50 gift card with it. I want you to know that we ____7____ you as a customer. ”
“ Thank you, Sasha. ” I hung up, ____8____ and disappointed in myself. I felt uneasy about how I’d treated the young woman with the pleasant voice. In my years as a nurse, I’d taken calls from angry people. Their words had often ____9____ me. And yet here was Sasha, going out of her way to solve my problem.
The next morning, I telephoned the call center and got through to the manager, asking her to let Sasha know I was sorry. Now when I feel myself getting impatient at work, I take a deep breath and say, as ____10____ as Sasha might, “ What did you say your name was again?”