我当首席执行官的时候，放弃DVD销售业务使我非常紧张，而我承担的风险不过是疏远成千上万顾客而已；里德现在表现出，他敢于做正确的决定，哪怕这会使几千万顾客不满。
But what is truly mindblowing, is that when I was CEO trying to screw up my nerve to walk away from selling DVDs, I risked alienating tens of thousands of customers.
今天来看下处理愤怒顾客的重要部分：表示同感。同感类似于同情——那意味着对顾客的不满表示理解。
We'll see that a very important part of handling angry customers is showing empathy: empathy is similar to sympathy - it means showing that you understand the customer's pain.
每个感到满意的顾客都可以助你的企业乘风破浪，但每个不满的顾客都有可能让你的业务蒙受损失。
Every satisfied customer is now a booster for your company and every dissatisfied customer potentially can hurt your business.
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