在理查德听到客户爆发的怒气时，他知道在帮助安东尼先生解决问题前，首先要消除他的怒气。他张嘴的第一句话就表达了歉意，紧接着给予了客户一个承诺。当理查德确认安东尼先生已经冷静下来时，他表示理解他的感受，并且很友善地对待他。告诉客户你理解他的行为，如果换做是你，置身于这种环境下，你也不会喜欢的，这通常可以使生气的客户冷静下来。

然而在这个情景下，客户仍然想要发泄情绪。理查德并没有着急地尽力迈入帮助客户解决问题的这一步，而是讲述了额外的关于和客户产生了共鸣和保证的话语，并解释了他要去干什么同时也征得了客户的同意，客户愿意在电话那一头等待。当理查德回到线上之后，他向客户解释了原因，并承担了所有的过错，我们本应该打电话通知你的，而不是归咎于其他部门或是员工。纵观整个对话，他给予了客户保证，也显示了对客户的关注，以及积极乐观的态度，配合上自信的语气，为强有力的短语起到了锦上添花的作用。最后，他在安东尼先生心中留下了积极和持久的印象，因为他对客户的业务进行了跟进，也确认了客户对公司的服务是满意的。

Employee："Mr.Anthony,thank you for holding.Here's what happened.The repairman was on his way to your home when he got into an accident with someone who ran a red light.Our dispatch department has been working hard trying to get all of his jobs reassigned,and they scheduled you for this afternoon.We should have called you to let you know what happened,and I apologize that we didn't.I've asked my dispatcher to move you to the next appointment because we inconvenienced you.A service person will be at your home no later than two o'clock this afternoon.Would that be all right?"(courtesy,regret,rapport,assurance)

Customer："Yes,that will be fine.Gee,I'm sorry I was so upset.Is the man okay?"

Employee："Thanks for asking,he's fine.The van he was driving couldn't move.Mr.Anthony,we really appreciate your business and regret this happened.Thanks for being so understanding."(courtesy,appreciation,regret,appreciation)

Customer："Thank you,Richard."(www.daowen.com)

(Later that afternoon,Richard followed up with Mr.Anthony.)

Employee："Mr.Anthony,this is Richard calling back.I wanted to make sure the repair person fixed your ice-maker."(courtesy,welcome,assurance)

Customer："Yes,he did.Hey,thanks for calling me to check on it."

Employee："You're welcome,and we really appreciate your business.Again,what happened this morning doesn't normally happen and we hope you'll give us another chance next time you need service."(courtesy,appreciation,assurance)

Customer："I'm sure I will,thanks again for calling."