Drag the questions to the correct responses and press Submit Stay Calm Actively listen I'm sorry you're unhappy with your purchase .. I just want to make sure that I understand, you purchased. I can tell that you're really Repeat the Concerns Actively sympathise frustrated and I'd sincerely like to help you Can you tell me what the problem is? You know what? I can Apologise Find a solution understand your frustration Is there something that I can do to make this right....? Submit