如果你已经竭尽全力，还是无法让客户同意，应询问客户的想法和意见，找出一个两全其美的办法。通过强调“两全其美的办法”，客户就会知道你在脚踏实地找可行的解决办法。双方一起努力，就能找到有效的解决方法。然后，如果客户还是不满意，应让主管和他详谈。

Employee："I'm really sorry that's happening.Mr.Irwin,I can get my supervisor to help you,but first I'd like to see what's going on.I'm sure I'll be able to take care of this to your satisfaction(regret,courtesy,assurance)

Customer："I've called and talked to you guys too many times already.I really want to speak to a supervisor."

Employee："I understand what is your feeling now.But I haven't been involved with your situation.I'm confident I'll be able to help you,but if I can't find a workable solution,I'll explain the situation to my supervisor and let her handle this for you."(empathy,assurance)

Customer："Okay.I'll give you one more chance.But don't be perfunctorily or just tell me something you think I want to hear.I'm at the point where I'm ready to call the public service commission to report your company's incompetence."

Employee："I understand.Believe me,I wouldn't be happy either.But I appreciate you giving me the opportunity to take care of this for you.What I'd like to do,with your permission,is to research what's happened so far and speak to the field supervisor to find out what we're going to do to fix this problem permanently.Then,I can give you a realistic time frame.If that's acceptable to you,Mr.Irwin,I'll call you back within one hour and let you know how we're going to resolve this."(empathy,rapport,appreciation,courtesy,assurance,courtesy,assurance)(www.daowen.com)

Customer："All right.But just to let you know,if I don't hear from you in an hour I'm calling the public service commission."

Employee："Yes,Sir.I will definitely call you back within one hour.(courtesy,enthusiasm,assurance)

(After speaking with the field supervisor,Matthew called Mr.Irwin back.)

Employee："Mr.Irwin,this is Matthew.I just spoke to the field supervisor and explained what's been going on with your phone line.He looked into the problem and since we haven't been able to get rid of the static by trying to fix the line going to your home,he's going to have a crew out tomorrow morning to lay a new cable into your home.He's regrets that his crew hasn't fixed the problem,and he's confident this will take care of it for good.We do appreciate you as our customer,and I also want to assure you that I'm going to speak to my supervisor and let her know what's happened.My personal extension is 3342.Please contact me directly if you need to call back for any reason."(courtesy,welcome,assurance,enthusiasm,regret,appreciation,assurance)