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Script text
[Let them finish speaking without interrupting. Do not defend yourself or the company yet.]
I hear how frustrated you are, [Caller Name], and honestly, I would feel the exact same way if I were in your shoes.
You were right to call us directly.
I want to get this fixed for you right now — not passed around, not put on hold.
I'm going to personally [Action — e.g. pull up your file, message the manager, flag this as urgent].
While I'm doing that, can you verify the best number to reach you at, just in case we get disconnected?
[Take the number. Then:]
Perfect. I have your number and I'm looking at your account now.
Here's exactly what I'm going to do: [State the specific action you're taking and the timeline].
[Caller Name], I want to personally make sure this is resolved for you. Can I follow up with you at [Time] to confirm everything is sorted?
