*Use power words for acknowledgement to build personal connection (ask question to the customer - response from the customer - power/positive words)
*Positive scripting: Instead of saying "sorry", "we apologize for the inconvenience", etc., use acknowledgement of the concern statements + reassurance statements
*Demonstrate ownership by using "I" or "we" statements. (e.g. I've got this!, I'm ready to help!, I'll be more than happy to help you!, It's my pleasure to help you!, etc)
 
These are your options for each behavior.
BRING THEM ALONG- Partnering with the customer and telling the customer what they are doing from time to time, this will help the agent connect with the customer 
I’m currently reviewing your account
I’m sending a signal to your modem
I'm checking the next steps
 
PERSONAL CONNECTION- It’s easy to build connection to the customer if the agents understand the issue. Positive Phrases and Verbal handshake will be a big help and jump on Personal connection 
Positive Phrases- That’s Great, That’s Awesome, That’s Perfect, Fabulous, Amazing (ON EACH RESPONSES OF THE CUSTOMER THE AGENT SHOULD RESPOND POSITIVELY
Thank you and Perfect- On each details that the customer will give the agent should respond with Thank you and Perfect
Verbal Handshake- How’s your day going so far
 
ACKNOWLEDGEMENT OF ISSUE
Neutral: I see. It's definitely weird that you are experiencing this problem. Let's find out together what we need to do to resolve this issue.
Irate/Frustrated: Oh no, Its not the experience we want you to have. LET’S PARTNER TOGETHER AND FIX YOUR [issue].
Needs immediate resolution/In a hurry: Sure. I'll be pulling up your account first so we can further assist you.
 
REASSURANCE STATEMENTS
It's definitely not a great experience and I have experienced it before as well so I understand how serious this problem is. We'll make sure that we will be able to document what has been done so far and provide the best resolution for this problem.
Thank you for raising this concern/issue with us. It is definitely concerning and we'll do our best to resolve this issue.
As a loyal customer, this is not the experience we want you to have so I'll make sure that we will do all the necessary troubleshooting to resolve this issue.
I totally understand that the issue is not resolved yet. I'll make sure that I'll do all the troubleshooting steps and other resolution to resolve the issue.
Onset sup call: I totally understand that you want to speak with a supervisor. I'll check the availability of my supervisor, but first, can I have your name please?