Remember that the customer is angry at the situation. You are not part of the problem; you are part of the solution! What could you say to a customer to make them understand that you are part of the solution and not of the problem?Suggestions:
“I can certainly look at it immediately.”
“I am on it as soon as I hang up.”
“I am on it and I’ll call you back in an hour.”
Not taking it personally is not that easy! But when we do it, we become defensive, which damages your credibility.