Apologize in the name of the company and the department you represent. Embrace the concern and the issue. Thank the customer for bringing it up so quickly. Provide clear next steps. Kindly ask for time to gather a swat team together in order to analyze and solve the issue or find a workaround. Commit to provide periodical updates (30 mins, 60mins, 3 hs... depends on the impact of the issue). Honor your word. It's your most precious value. So, quickly gather a team of experts to analyze, find and solve the problem. In the meantime, provide calm to the customer, ask for relevant information, make them aware you're on it and their issue is your priority.

1. Truly listen and understand the customer's concern. 2. Pro-actively acknowledge the issue and empathize with their frustration, so you make them feel heard and valued, which can defuse negative emotions. 3. Be specific rather than being generic with timelines so it gives the customer a sense of warmth, making them feel more like a valued individual than just a case ticket number. 4. Reassure long-term value and commitment to improvement by communicating that this doesn’t happen again in the future and translate the severity to internal teams as customer retention is the key 5. After the issue is resolved, a personalized follow-up can go a long way in showing that you care about their experience beyond the transaction.

here are some steps you can take: 1. Acknowledge the Issue Promptly: Start by thanking the customer for bringing the issue to your attention. 2. Apologize Sincerely: A simple, sincere apology can go a long way. 3. Gather Details: Politely ask the customer to share any specifics of the error (error messages, screenshots, transaction details). 4. Explain the Next Steps: Give a brief overview of what you’ll do to resolve the issue or escalate it if needed. 5. Offer a Solution or Alternative: If there is a workaround or alternative solution, present it to the customer. 6. Follow Up: After resolving the issue, follow up to confirm that the customer is satisfied with the outcome and to see if they need any further assistance.

Quando um cliente encontra um erro durante uma transação, é fundamental agir com rapidez e empatia. Primeiro, ouça atentamente suas preocupações sem interromper, demonstrando que você valoriza sua experiência. Em seguida, explique a situação de forma clara e sem jargões, assumindo a responsabilidade pelo problema. Proponha uma solução imediata ou detalhe os próximos passos para resolvê-lo, garantindo que eles saibam que a questão está sendo tratada com prioridade.