Once the customer has been hurt by an unintentional or wrong response,
The first thing that you must do is…
To put yourself in others’ shoes.
Imagine if you were in that kind of situation,
How would you feel about it?
After realizing it, the second and the most important thing you should be doing is…
To sincerely apologize.
And console them right away,
By recognizing their needs and concerns as well.
Don’t make them feel that they are at fault.
They are stupid for not knowing anything.
Your job is to assist them no matter what.