You put the phone down after one hour of explaining to your client why you can’t deliver yesterday or perform miracles! And the bad thing is, he will call back again tomorrow. But you are in customer care and that is what you have to do – taking the good with the bad – right? Wrong!!
You can’t do it right for everyone, that is not possible, no matter what you do! There are some people who don’t want you to make it right for them, because they would not have anything to moan about! Get it?
Be friendly, but firm when you tell them it’s all your fault, but you have to cancel the contract with them! Problem solved and now you have a better day and more time for customers who want what you have to give.