Imagine yourself in their shoes
Say you understand
Acknowledge their frustration
"Let me see how we can make this right going forward."
"Would you like a replacement or a credit?"
"I am sorry that your package did not arrive on time. I can definitely understand how frustrating that would be. Let's take a look at our options."
"When is your party?"
Miss, Mrs., Mr., Sir, Ma'am
Rejelle telling the customer not to worry, and that this happens all the time.
Maureen letting the customer know that her computer is extremely slow.
Maricris informing the customer that the late delivery is due to UPS's error.
Theo apologizing to the customer for the missing item, and helping to resolve the issue.
How to get the customer off the line without using one of the phrases above.
Try and make the customer feel as good as possible.
Focus on the positives and what can be done for the Customer.
Focus on how to make the customer feel as good as possible even though you cannot help them.
To let the customer know you understand their frustration.
To express genuine concern for the issue at hand.
To show the customer you know how to handle the problem.
To acknowledge the importance of the customer’s problem.