USEFUL PHRASES

I’d be happy to walk through all the steps you need to repair the issue

I’m terribly sorry. We will work to resolve the problem immediately

I sincerely apologize. We/I/The company would like to repair the damage

We’ll issue a refund immediately to resolve the issue.

I understand why you are upset/angry/frustrated. We are going to solve this as quickly as possible.

We will send a repair person immediately. Let me confirm your location.

I understand…

Yes, I see…

Could you tell me a little more about why/how/what happened…?

Please be sure to let us know how we can help you if any other issues occur.

Was everything satisfactory? Do you have any other concerns?

Was the problem resolved successfully? Is there anything else we can help you with?

Apologize

Take Action

Listen attentively

Follow Up

Follow Up

Listen attentively

Take Action

Follow Up

Apologize

Listen attentively

Take Action

Apologize