Never apologizing as a customer service technician
This is something you’ll only learn either in class or after you land a job as a customer service technician. It’s your job to deal with frustrated and/or clueless customers all day, every day. Many of these people will take their frustration out on you. Our first instinct would be to apologize for any inconveniences we have caused, even though we haven’t done anything wrong.
Instead, your script will tell you to say,” I understand your frustration,” or “Let’s try to focus on the problem.” This gently coaxes the irate customer to move on from their hostility and cooperate with you to fix any problems on either end.