De-escalate the First Sentence
Choose a first response that validates emotion and sets a controlled next step.
Mina needs a first sentence that lowers threat without making an unverified promise. The caller opens angry. I have been on hold twice and I am not hanging up until someone fixes this. fromTop Pick Mina's first response. fromBottom I understand, but you will need to calm down before I can help. This may be intended as boundary-setting, but as a greeting it challenges the customer's emotion before acknowledging the wait. You have already waited twice, and I am going to keep this call with me now. I will start with your account number so I can see the history.…
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