Could you tell me a little more about why/how/what happened…?
We’ll issue a refund immediately to resolve the issue.
Was everything satisfactory? Do you have any other concerns?
I understand…
Yes, I see…
I sincerely apologize. We/I/The company would like to repair the damage
I understand why you are upset/angry/frustrated. We are going to solve this as quickly as possible.
Please be sure to let us know how we can help you if any other issues occur.
I’m terribly sorry. We will work to resolve the problem immediately
I’d be happy to walk through all the steps you need to repair the issue
We will send a repair person immediately. Let me confirm your location.
Was the problem resolved successfully? Is there anything else we can help you with?
Apologize
Apologize
Apologize
Follow Up
Listen attentively
Listen attentively
Follow Up
Take Action
Listen attentively
Take Action
Take Action
Follow Up
