Greeting (stay positive and confident)

Start with Yes and the Customer’s Name: “Oh my gosh… that’s terrible.  Who do I have the pleasure of speaking with? Mr./Mrs. ___________, you have done the right thing by calling to let us know our services have not been perfect.  I am going to  make it my top priority to take care of you today.”

Listen and Care: “Tell me more…” “Oh no, that’s terrible.”

Say Yes: I’m glad you called to let us know.  We are going to fix this.

Ask: I want to get someone out there as soon as possible.  How soon are you available?