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.
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。
Working through the anger — Recognizing that we are angry is an important step because it allows us to have a choice in the matter.
经过愤怒——承认我们生气是重要的一步，因为可以让我们做出选择。
It is very important that we aren't always seen as angry, ungrateful, spoiled, college-kids.
有一点非常重要，我们不能总是被当作气急败坏、忘恩负义、娇生惯养的大学生。
It is very important that we aren't always seen as angry, ungrateful, spoiled, college-kids.
有一点非常重要，我们不能总是被当作气急败坏、忘恩负义、娇生惯养的大学生。
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