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轉自Seth Godin在其blog的分享


There are many incorrect ways to formulate an apology, but only a few correct ones.

On a scale of 1 to 10, where 10 is best:

  • "You can always take your business elsewhere." (1): Thank you, I will, and so will all of my friends.
  • "It's not our fault." (2): This is a non-apology, where you are not seeking to redress the issue, nor evincing any sort of sympathy for the injured.
  • "We're sorry that you feel that way." (3): This is also a non-apology, which roughly translates into "It pisses us off that you feel that way. If you didn't feel that way, we would be happy." It also doesn't take any responsibility for the problem, and places all of it onto the injured party. Be careful of any apology that starts "I'm sorry that you..."
  • "We're sorry if we did something wrong." (6): This is getting there, but doesn't really accept responsibility either. You are not acknowledging that you did anything wrong; you're still hoping that you haven't. You are offering an apology for appearances sake.
  • "We're sorry that this occurred." (7): You are sorry, but as a matter of principle you're still trying to insist that it wasn't really your fault.
  • "We're sorry that we caused this problem." or "We're sorry that we have let this happen." (9): This is a full apology, and is what the customer needs to hear. Frankly, it doesn't matter that it was really the post office's fault, and not yours; the customer doesn't care. Most people hearing this cannot help but respond with some sort of graciousness, such as "Well, all right then, these things happen. What are you going to do to fix it?" This is the target level that you want to hit for your customer service. But for the record, there is still one level to go. The complete apology is:
  • "We're so sorry that we caused this problem; we are really distressed over this. Please know that we take this very seriously. This is a huge oversight on our part. I will immediately notify my supervisor, and we will review our procedures to ensure that this cannot happen again. In the meantime, that is no consolation to you for our lack of service! What can we do to regain your trust? We will be sending you a little surprise as a token of our appreciation of having you as a customer." (10) In truth, this little speech goes on until the customer interrupts. And it is followed by a few more apologies as the conversation closes, as well.

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轉錄自 PTT NTUcourse 板 christie0510 的文章
我一直覺得大學四年沒去上過這門課很可惜...



我們這學期很快就結束了。
天文的知識在很多方面其實都在提醒我們要用什麼要的角度看世界。
我在這個地方只是告訴大家一些從科學角度延伸出來的想法。
今後大家大四畢業,各奔東西。
跟老師什麼時候再見得到面,也不知道。
當然有同學說,老師,山不轉路轉,總有一天會遇到你的。(笑)

Anyway
我想跟大家講一下,這學期有些內容,我在跟各位講的時候,心裡面也會有啟發。
我跟各位講,科學的教育和科學的普及
原來我是覺得可以提高同學們對自然科學的興趣。
但現在我發現,
科學教育和科學普及有更深一層的含意,
尤其在台灣。

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一個瑞士記者來台灣
觀察各種社會現象後所寫的報導文章

描述得真的是絲絲入扣
有些情形可能身在當中的我們都不自知

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本篇文章摘自:商業周刊第 994 期

作者:曾如瑩


他拋棄在美國的榮華,回到死屍遍地的祖國;最後,連摯愛的妻子與女兒都離開,他的人生,要什麼?

「貧窮應該屬於博物館,不屬於文明世界!」為此信念,2006年諾貝爾和平獎得主尤努斯,離開妻女、放棄教職、返回孟加拉。用27美元,30年光陰,打造出孟加拉放款規模最大、專屬窮人的鄉村銀行。如今,鄉村銀行理念被應用於40多國,全球1億人,因此掙脫貧窮循環。12月10日,和平獎即將頒獎,尤努斯領導的除貧計畫也正席捲全球,他向全球呼籲:2050年,達到「無貧世界」!

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  今天,我高興地同大家一起,參加這次將成為我國歷史上為了爭取自由而舉行的最偉大的示威集會。

  100年前,一位偉大的美國人——今天我們就站在他象徵性的身影下——簽署了《解放宣言》。這項重要法令的頒布,對於千百萬灼烤於非正義殘焰中的黑奴,猶如帶來希望之光的碩大燈塔,恰似結束漫漫長夜禁錮的歡暢黎明。

  然而,100年後,黑人依然沒有獲得自由。100年後,黑人依然悲慘地蹣跚於種族隔離和種族歧視的枷鎖之下。100年後,黑人依然生活在物質繁榮翰海 的貧困孤島上。100年後,黑人依然在美國社會中間向隅而泣,依然感到自己在國土家園中流離漂泊。所以,我們今天來到這裡,要把這駭人聽聞的情況公諸於眾。

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