A customer calls to complain about a delayed delivery they are angry and frustrated how would you respond to calm them down
Answer (1)
Acknowledge and Validate Their Feelings"I understand your frustration, and I sincerely apologize for the delay in your delivery. I know how important it is to receive your order on time, and I'm truly sorry that hasn't happened.""I can hear how upset you are, and I want to assure you that I'm going to do everything I can to help resolve this for you.""It's completely understandable that you're angry about this delay. I would feel the same way."Listen Actively and Gather Information"Could you please provide me with your order number or tracking number so I can look into this for you?""When were you expecting your delivery, and when were you notified of the delay?""Has this caused any specific problems or inconveniences for you?" Apologize Sincerely and Take Responsibility"Again, I sincerely apologize for the inconvenience this has caused. We value your business, and we're disappointed that we've let you down.""We take full responsibility for the delay and will do everything we can to rectify the situation."Avoid making excuses. Focus on the solution.Explain the Situation (If Possible, and Briefly)If you don't know the reason, say "I am currently looking into the reason for the delay, and will update you as soon as possible."Offer a Solution and Take Action"I will personally track your delivery and provide you with regular updates.""Would you prefer a refund, or to have the item reshipped with expedited shipping?" Giving the customer options allows them to feel in control.Confirm Understanding and Follow Up"Does that sound like a reasonable solution?""I will follow up with you within 5 minutes to provide you with an update.""Is there anything else I can assist you with today?"Always thank the customer for their patience.
