“Good morning Ellie! I will do everything possible to help you out. To serve you better, this conversation might be recorded for quality or training purposes.”

“I understand your situation and know that this is something very important to you.”

“A lot of customers are facing this issue. We have shared an update on our news feed about the same.”

“I understand you are worried about receiving your order on time. I would feel that too.”

“I’m working on this right away and will share the update with you shortly. Thanks for your patience.”

“Hey there Scott,
Thanks so much for reaching out about this—I’m sorry to hear that you’re having trouble. I totally understand how that could be frustrating for you! Let’s get down to the bottom of what’s going on here. I’m happy to help.”


“I understand that you’re on a timeline right now!”

“You are totally right!”

“I’d be asking these same questions.”

“I can hear that this is important for you.”

“What would your best-case scenario look like?”

“I’ve had something like this happen before — I know how frustrating it can feel.”


“Let me first set some expectations around communication with our team before we move on.”

“Please speak with our team respectfully so we can help you get to the bottom of this.”

”Our team will not provide you with service if you continue to use derogatory language.”


“Thanks so much for taking the time to write all of that out. I’m sorry that you’ve had to deal with this. We would appreciate respectful communication going forward to help us get to the bottom of this for you. It seems like XYZ thing happened. You’re right — we should have sent an email letting you know. I’ll make sure to speak with our team and let them know how much of an inconvenience this has been for our customers.”

“I really appreciate your patience as we’ve gone through all of this. If I missed something or you’ve got additional questions, let me know. Otherwise, have an excellent rest of your week!”

That’s great to hear! I’m doing really well, thank you for asking. How can I help you today?

Hey [customer name], I just wanted to let you know that we’re still looking into how we can [solution]. Can I call you back within the next hour with an update?

I’m so sorry, but we’re having some technical issues here that are preventing me from [solution]. We’re already working to fix this, and things should be back to normal [date/time]. Can I call you back then to give you an update?

Thanks for waiting, [customer name]. We [figured out what happened/corrected your order] and it should be [sent/active again] tomorrow. 
Sorry, [customer name]. Can I run your request by my supervisor and get back to you in the next hour?

“Let me first set some expectations around communication with our team before we move on.”

“We would appreciate it if you can please speak with our team respectfully so we can help you get to the bottom of this.”

“You’re right.”

“I’m sorry you’ve had to deal with this.”

“I’ll speak with the [x] team and let them know how much of an inconvenience this has been for our customers.”

“It seems like XYZ thing happened.”

“Don’t worry, there’s a quick way to fix this.”

“Here’s how you can get it working again.”