In any customer situation - especially one where the customer is upset - it’s critical to stay positive. Sprinkle in some feel-good energy. When you show you understand, care, and are willing to take accountability, your customer can’t help but smile. Here are a few words and phrases that just beam positivity:
Great news! I’ve found the problem.
I can certainly look into that for you.
I completely understand why you’re concerned.
I will research this so we can find the solution as quickly as possible.
The way Chick-fil-A has “My pleasure,” what are some of your go-to words or phrases with customers?