NEVER Say to an Angry Customer: You're wrong., Why didn't you .....?, You shouldn't have done that., Please calm down., Let me speak., It's no big deal., It's not my/our fault., I don't know., That's not my job/responsibility., There's nothing we can do., That's against our policy., Please don't write a bad review., ALWAYS Say to an Angry Customer: I'm sorry for the trouble., I understand why you are upset., Here is what I am going to do for you., What can I do to resolve this problem?, Thank you for telling us about this problem., How can I help you?, This is important for you and for me., If I were in your shoes, I would feel the same way., Let me see if I understand the problem correctly., Sometimes we make mistakes., Does this solution work for you?, If I can't take care of this, I know who can.,

Customer Service -- The Best and Worst Things to Say to an Angry Customer

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