Shared note

My apologies, [Customer Name]. I know that must be frustrating. Let’s go over exactly what happened so I can fix this for you.

I’m very sorry to hear about your experience, [Customer Name]. I know we can get this taken care of. Let me see if I understand the situation correctly before we move forward. [Agent restates the problem.]

I understand your frustration, [Customer Name], and I will do everything I can to resolve this for you as quickly as possible.

I appreciate you bringing this issue to my attention, [Customer Name]. I apologize for the inconvenience and will get this resolved for you immediately.

Okay, got it! Is it alright if I put you on hold for a moment to look into that?

I’m sorry you’re experiencing this issue. Let me put you on a brief hold while I check with [department].

Understood. Give me just a moment to transfer your call to [department or agent].

Thank you again for calling [Company Name]. Have a wonderful rest of your day!

I’m glad we could take care of that for you, [Customer Name]. If you have any other questions, please let us know. Have a great night!

Thank you for your call, [Customer Name]. Enjoy the rest of your day!

Thank you so much for your patience. I want to assure you that this is a top priority, and I’m escalating the issue to my manager. You can expect an update from us within 24 hours.

I’m truly sorry that we weren’t able to resolve this today. We are going to [explain the next steps] to fix this ASAP.

Perfect! I’m so glad we could get that figured out for you.