Be sincere in expressing regrets that the customer has been inconvenienced or disappointed. Now state the company position. Ask questions to find out if the customer understands company policy. If adjustments are in order, make them quickly, and cheerfully. If no adjustment is due, explain the company policy to the customer. If the company is a fault, admit it quickly and show your willingness to correct the error. If the error is the customer’s, allow him to save face. Remember the purpose is to bring them back.