A customer calls because her Internet isn't working customer someone needs to come fix my Internet immediately I need it to be able to work from home representative please calm down ma'am and immediate fix isn't really possible there's an outage in your area so you'll just have to wait until it comes back on what if anything should the representative have said instead reassured her that her service would be back up and running soon apologize and offered to check the timeframe for the anticipated fix en courage her to access the Internet elsewhere until hers was fixed apologize and explain that outages are very common occurrences nothing the representatives response was appropriate