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