• I realize how this must be frustrating for you

• I can see why you're upset about this

• It sounds like this has been a really challenging situation for you

• I can see your point on that

• I'm sorry to hear that you're feeling this way

• Thank you for sharing that with me

• I'd feel the same way in your shoes

• Regrettably, it is not possible for us to fulfill your request in this instance because__________.

• I know this is not what you want to hear, but we cannot provide the solution you want.

• I understand that this is not the outcome you were hoping for, and I'm sorry for any inconvenience it may cause.

• While I wish we could do more, we cannot accommodate your request.

• I'm sorry to inform you that we cannot provide the assistance you're seeking.

• I'm sorry. I can't help while listening to that language. If it stops, I can help.

• I'm trying to help you, but the language is getting in the way.

• If a few minutes help yu calm down before continuing, that will be fine. You can certaintly call us back.

• I'm trying to help you, but if you continue to yell (or swear/interrupt me), I will ask you to call back again.

• I understand you're upset, but I kindly ask that you refrain from using inappropriate language during our conversation.

• I am happy to help you, but I ask that you respectfully speak to me.

• I understand you want to speak to my manager. Can you please give me the chance to help you?

• You got the right person to assist. May I know what's your concern?

• I understand that you're requesting for my manager/supervisor. I am confident with my ability to assist you. Do you mind if I try to help you first?

• Here's what we/I can do for you

• We have a few options available to meet your needs.

• I'd like to present some potential solutions for your consideration.

• We realize this is frustrating for you.

• We won't be able to

• I respect your opinion.

• To prevent this from happening in the future, I'd like to….

• To prevent this from happening in the future, I strongly recommend…..

• I agree _______. Regrettably that's not possible because________.

• I'm sorry you have to make this call today, yet I'm glad I was able to help

• I'm sorry you have to make this call today, yet I'm glad to assist you with _____________.

• I'm sorry we didn’t deliver the level of service you expected and deserve

• I will do everything that I can to help you, but finding a resolution may take some time.

• Please understand that there may be limitations to what I can do regarding this situation.

• While I cannot promise a specific outcome, I assure you I will do my best to help you.

• I appreciate your patience as we work together to find a solution.

• I'm sorry for any inconvenience this may cause you.

• We realize this isn't what you wanted to hear but we may have options for you.

• I want to get to the bottom of this as much as you do

• I can see your point on that

• You deserved a lot better from us and we let you down

• I know you're anxious to see this completed.

• I know this isn't the same thing as having a perfect ____________ but I hope it shows you how sorry we are.

• I'm sorry you have to call multiple times about the same issue. My goal is to get this resolved.

Below are some canned responses to help your team as they get questions related to natural disasters:

• Customer Question: 

  • I was impacted by {Natural Disaster} and wanted to see what Medify Air is doing to help?

• Customer Success:

  • "We at Medify Air are so sorry to hear that you were affected by {Natural Disaster}. 

Our team is exploring ways to best support affected communities, including partnering with local government agencies and non-profit organizations."

• Customer Question:

  • Am I able to get free product?

• Medify Response:

  • "At this time, we aren’t able to provide individual donations directly. Instead, we coordinate all donations through government and non-profit partners who manage local distribution. Could you please share your ZIP code? 

We’d love to check if your area qualifies for a 20% discount on our products as part of our emergency relief support."