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Agreeing with customer's unsatisfaction, phrases that shows that you are "on his side"
humans are subject to errors.
Can you hold for a minute. will get in touch with the technical team and your problem will be resolved as soon as possible
Anything that is going to make the customer important will make the customer bit comfortable. Normally asking questions is one way of making the customer important. I have mentioned some of the phrases which i feel can do the trick.
" I can Understand your concern"
" Can you please elaborate on the issue"
" How may i help you"
" You are absolutely right " but then again.
" Don't you feel an email to me in this regard would be better?"
" Shall I get back to you after I consult with the concerned department?"
" How do you think in your opinion this can be sorted out?"
" Will a standby unit serve your purpose?"
