My reply was along the lines of: First and foremost apologise for what had happened or how they felt, try and sympathise with the customer and calm them down by reassuring them that I am on hand to help. After offering an apology and reassuring them that this scenario is not a usual occurrence, I tried to get more detail as to what exactly had happened and then finished by letting them know that I would use this information to further investigate what had happened in order to provide a suitable resolution.
My reply was along the lines of: First and foremost apologise for what had happened or how they felt, try and sympathise with the customer and calm them down by reassuring them that I am on hand to help. After offering an apology and reassuring them that this scenario is not a usual occurrence, I tried to get more detail as to what exactly had happened and then finished by letting them know that I would use this information to further investigate what had happened in order to provide a suitable resolution.