CSR (Customer Service Representative) Question:

It is the right time for your diplomacy, characters and calmness to shine. A brilliant basic for your answer is a simple but not a complete explanation (as each the company's policy). An important thing with all businesses is to be able to keep customer, particularly in the fierce argument so it is best to mention this customer faith (if nothing else, to admit that a call of complaint would be made when they were ready to take the time and effort in it).