" To Move from Woe to Wow with an Unhappy Customer. . . Apologize
• Thank your customer for raising the issue.
• Apologize sincerely–never argue.
• Own the problem, even if it is not your fault.
• Show genuine concern in your gestures, posture, and tone of voice.
• Take your customer at their word without questioning their motives or integrity. "

― Susan C. Young , The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact (The Art of First Impressions for Positive Impact, #4)