Phrases to use with unhappy customers

Speak to your customer like you would want to be spoken to

1. The problem you experienced is no more acceptable to us than it was to you.

2. I understand your concern.

3. Although you might not agree with my decision, I’d like to explain it so you can
at least know my point of view

4. Thank you for bringing this to our attention.We appreciate customers who let us
know when things are not right.

5. Thank you so much for your feedback. We appreciate you giving us an

opportunity to correct the problem and to meet your expectations.”

6. Mr. Warren, we want to get to the bottom of this just as much as you do.”

7. I do understand the inconvenience you have faced……

8. I will be more than glad/ happy to assist you….

9. I completely understand the reason why / your situation….

10. To avoid a similar inconvenience in future I request you to….

11. I don’t know –vs – That is a good question. Let me find out about that for
you

12. Control your language when answering the phone. Don't use slang or
jargon. Instead of saying, "OK", or "No problem", for instance, say "Certainly",
"Very well", or "All right". If you're a person who uses fillers when you speak,
such as "uh huh", "um", or phrases such as "like" or "you know", train yourself
carefully not to use these when you speak on the phone.