What Not to Say to an Upset Customer

The biggest mistake in customer service doesn't sound like one, 
but saying 'I understand' is not the answer. If you're on the phone
with a customer service rep and they say that, doesn't that tick you off?

Saying you understand without really understanding!
When you say I understand, we're sorry, you position
yourself on the opposite side of the customer.

Best way is to get on the customer's wavelength.
Imagine you're staying at a hotel while on a vacation.
The toilet handle isn't working right no matter how
you jiggle it and it makes enough noise that makes it hard to sleep.

You call the front desk not sure how they will respond and you hear..
'Oh my goodness that has to be so annoying! I'm going to send
someone right up'

See the difference? You are on their side and 'we together' can be 
annoyed at the toilet.

Be authentic with your customers. Actually understand instead
of pretending to. We tend to feel guilty when we call and complain
about things, but a good response makes customers feel more at ease.
​Source: Donald Miller