script for the customer who was promised by the previous representative but they failed to do so

I’m here to assist you. I sincerely apologize for the inconvenience caused by the previous representative’s unfulfilled promise. I understand how frustrating that can be, and I appreciate your patience.

To help resolve this, could you please share the details of what was promised? I want to make sure we get this right for you. Thank you for giving me the chance to help and let’s get this sorted out!

Acknowledge the Issue:

“I understand that you were promised [specific promise] by a previous representative, and it hasn’t been fulfilled. I sincerely apologize for the inconvenience this has caused you.”

Empathize:

“It’s frustrating when expectations aren’t met, and I completely understand how that feels. Your satisfaction is important to us.”

Take Responsibility:

“I want to assure you that I’m here to make this right. It’s our responsibility to follow through on our commitments, and I appreciate your patience as we work through this.”

Gather Information:

“Could you please provide me with any details you have about the promise? This will help me resolve the issue more efficiently.”

Offer a Solution:

“Based on what you’ve shared, I can [explain the solution or compensation]. I’ll ensure this is taken care of promptly.”

Confirm Understanding:

“Does that sound good to you? Is there anything else I can assist you with today?”