When a customer is upset, their emotions may make it difficult to grasp all the details to understand and assist them fully
What’s even better? Statements that produce an immediate solution - however small.
When you say:
“I understand what occurred…”
They think:
“Awesome, he’s done this before. This will be over soon.”
When you say:
“Here’s what I can do right now…”
They think:
“Yes, results!”
When you say:
“Our teams are working on the issue now, and it should be fixed by the end of the day.”
They think:
“Excellent, I won’t be distracted by this at dinner.”
Keep things on track & define your deadline through explicit conversations with customers.