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Thanks for invitation,
Yes, of course in order to absorb his anger as much as you can and don't lose him forever.
Surely and that would be the best way also to build customer trust. I also agreed By christine wesonga, By احمد المغاريز and By RUEL VILLENA
In my view,its advisable this is because sometimes things dont go as planned and when the worst happen never blame or assume it will go away without being addressed,dont hide it but to tackle such a situation you would rather say the bad news in a way they would deliver it to you( think how they would treat you in a similar situation) but with empathy then speak using the language they are most comfortable with for the bad news
Sure if you want to deliver good and kind service
Yes tone should be soft but be mindful of wording too.
