Staying with an upset customer until it's sorted

A customer called me, very upset about a late order.

She spoke fast and her voice was shaking.

I did not jump to fix the problem right away.

First, I said, "I am really sorry this happened."

Then I asked her to tell me the whole story.

She took a deep breath and started to calm down.

I listened and wrote down every detail she gave.

Then I said, "Let me make this right for you."

I checked the system and found the real issue.

I told her, "I am going to stay with you until it is sorted."

She thanked me and her voice became soft.

We fixed the order together in a few minutes.