Prepare scripts for responding to complaints in a way that acknowledges the customer’s feelings, offers solutions, and escalates issues when necessary. Achieving optimal customer satisfaction in these situations may seem impossible, but at least make it an agreeable customer interaction for the customer and the agent. 

Script 1: “I’m truly sorry to hear about your experience, and I understand why you’re upset. Let’s see how we can make things right. Could you provide me with some more details about what happened?”

Script 2: “It sounds like we didn’t meet your expectations, and for that, I apologize. Let’s address this issue right away. What can I do to make this right for you?”

Script 3: “Your dissatisfaction is a serious concern for us. I want to ensure we rectify this situation. Can you tell me more about the problem so we can find a satisfactory solution?”